Director – Client Services

What you get to do every day

• Strategically and tactically lead, enhance, and strengthen the overall relationship with clients and customers across all interaction touchpoints.
• Champion Client Services team initiatives, including Client Support, Quality Assurance, and Critical Incident and Problem Management.
• Lead initiatives for continuous improvement of stability, reliability, efficiency, and security through governance, audit, and certification.
• Drive the transformation of client support operations by implementing innovative technologies, processes, and best practices to streamline operations and improve efficiency.
• Provide strong leadership and mentorship, fostering a culture of excellence, collaboration, and continuous learning.
• Implement processes for gathering, analyzing, and acting on customer feedback to drive improvement and innovation in products/services, processes, and policies.
• Define and track key performance indicators (KPIs) for incident and problem management and Client Support, and report performance to senior leadership and clients.
• Prepare and present regular reports on incident and problem management performance to senior leadership and clients.
• Analyze performance data to identify trends, issues, and areas for improvement, ensuring proactive measures are taken to prevent recurrence of incidents.
• Build a self-help driven support team to efficiently handle a growing and engaged client and customer base, utilizing data analytics and customer feedback insights.
• Maintain professional and technical knowledge by attending management-focused training sessions and educational workshops; reviewing professional publications; establishing networks; and benchmarking best practices.
• Act as an escalation point for client support teams and manage a team of dynamic pool support managers, ensuring effective resolution of client issues and concerns.

What kind of person should you be?

• Proven track record of success in leading client support initiatives within a fast-paced, customer-centric organization.
• Solid understanding of customer relationship management principles, customer experience best practices, and emerging trends in the field.
• Strong strategic thinking and analytical skills, with the ability to translate customer insights into actionable strategies and initiatives.
• Excellent leadership and interpersonal skills, with the ability to inspire and motivate cross-functional teams to achieve common goals.
• Ability to work with stakeholders to understand their need and build trusted relationships
• Ability to work collaboratively with internal and external teams
• Perform well under pressure and with defined timelines and milestones
• Can manage multiple priorities, and assess and adjust quickly to changing priorities
• Advanced verbal communication skills; ability to articulate your thoughts, ideas, and develop a point of view about your work
• Generating clear process documentation
• Willingness to travel as needed
• Problem-solving and analytical skills

What skills do you need?

• Minimum of 12-15 years of total experience with at least 5-8 years overseeing tiered support over enterprise applications (hybrid cloud infrastructure and solutions)
• Extensive experience supporting large teams (60+ team members)
• 5+ years of experience orchestrating  ITIL foundations
• Experience interfacing with clients and customers in a support capacity
• Experience managing C-level and Client facing escalation situations
• Bachelor’s degree in Information Technology, Business Administration, or a related field
• ITIL Certification and/ or Six Sigma Certification
• Related Computer Information Systems or Technical Certification considered an asset

What can you expect from us?

• Award-winning culture that fosters growth, diversity and inclusion for all
• Paid day off for your birthday
• Access to LinkedIn learning courses
• Annual performance-based bonus
• Continued education with our education reimbursement program
• Flexible schedules
• Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
• Two paid days for volunteer opportunities
• A free premium membership for ‘Headspace’; an app geared towards mental health and wellbeing
• Access to Perkopolis retail discounts
• Generous benefit coverage with low premiums (+ a Health Care Spending Account)
• RRSP Matching