Client Services Director
SGS
Opportunity published from SmartRecruiters · applications stay with the original hiring source.
Job Description
NOTE TO CANDIDATES - This is a remote position that will require the selected candidate to travel upwards of 50% of the time.
The Director, Client Services is a key leadership role responsible for the overall strategic health, retention, and growth of our major client portfolio across the North American laboratory network for the assigned business.
Acting as the ultimate bridge between our key clients and lab operations, you will lead our client-facing Client Service teams to ensure seamless service delivery, technical communication, and proactive account management.
This role will drive efficiency and standardize processes across the entire service delivery lifecycle.
Key responsibilities
- Directs, coaches, and supports our Client Service teams across the lab network, fostering a pro-active, solution-oriented customer service culture.
- Proactively identifies and captures organic upselling, cross-selling, and wallet-share expansion opportunities within the existing client portfolio to drive sustainable revenue growth.
- Acts as the strategic liaison and ultimate escalation point to steer conflict resolution.
- Provide and support Corrective and Preventive Action Plans (CARS) and communicate CARs to customers to protect client relationships and align with project deliverables.
- Leads the standardization and continuous improvement of Client Services processes and workflows across the laboratory network to enhance service quality, operational efficiency, and customer satisfaction.
- Defines strategy and targets for Client Service within the segment in conjunction with VP, including measurable KPI allowing the business to grow successfully and profitably.
- Develops and ensures client service-related process harmonization along with the development of segment from both organic and acquisitive growth.
- Serves as the functional Client Services lead for the rollout of the new systems and technology by leading digital client enablement. Present digital excellence through customer and Client Service team training for external facing tools.
- Directs and mentors the Project Manager Assistants and Client Success teams to ensure the timely delivery of project objectives and generation of final deliverables including automated uploads to client-specific portals.
Qualifications
- Bachelor’s degree or equivalent in related discipline
- Minimum of 10 years’ experience managing customer relations or sales
- Previous environmental laboratory experience as asset
- Ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
- Excellent verbal and written communication, and interpersonal skills
- Excellent analytical, reasoning and problem-solving skills
- Ability to develop and deliver presentations and communicate effectively at all levels within the organization
- Ability to communicate and interact with officials at all levels of business and government and to work effectively with a wide range of constituencies in a diverse community
- Ability to translate strategy into actions
Compensation
- The expected salary range for this position is $146,800 – $170,000 annually and is eligible for the EHS North America commission plan.
- This range represents the minimum and maximum base salary we reasonably expect to pay for this role.
- Actual compensation within the range will depend on skills, experience, and qualifications.
- Our Benefits
- We care about your total well-being and will support you with the following, subject to your location and role.
- Health: Medical, dental and vision insurance, life insurance, employee assistance programs.
- Wealth: In addition to base pay, we offer 401(k) with company match (immediate vesting upon enrollment).
Key details from the source
- In compliance with applicable state and local pay transparency laws, we provide clear and equitable compensation information for all applicants.
Full listing
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