Hornblower Group · 3 days ago
Director of Client Services
Westlake Village, CA
Full-time
Hybrid
Lead/Staff, Director/Executive
$120K/yr - $150K/yr
4+ years expHornblower Group is the industry leader in ticketing and point-of-sale solutions for attractions and transportation. The Director of Client Services is accountable for the successful delivery, onboarding, and long-term adoption of the Anchor Operating System across a portfolio of enterprise clients, overseeing the implementation lifecycle and ensuring client satisfaction.
LeisureTransportationTravel
Hiring Manager
Zaina Hatoum
Responsibilities
Provide executive leadership for complex, payments-related and operational implementation projects
Direct cross-functional internal teams and third-party vendors to ensure on-time, on-budget delivery
Define and execute project scope, timelines, milestones, and success criteria, ensuring technical feasibility and stakeholder alignment
Establish and maintain executive-level project governance, reporting, and communication cadence
Measure delivery performance using KPIs, dashboards, and operational metrics
Proactively identify and mitigate implementation, technical, and operational risks
Ensure comprehensive project documentation, knowledge transfer, and operational readiness
Serve as a senior liaison between Sales, Product, Engineering, and Client Success, removing delivery obstacles and aligning priorities
Lead client onboarding, training strategy, and go-live execution, including on-site launch support
Drive continuous improvement across implementation methodology, tooling, and client experience
Identify opportunities to expand platform adoption and introduce additional features during onboarding
Represent the voice of the customer internally, translating feedback into actionable product and process improvements
Qualification
Required
Bachelor's degree in business, information systems, project management, or a related field (or equivalent experience)
Minimum 4+ years in senior project management, implementation leadership, or client success roles (enterprise or high-volume environments)
Demonstrated success delivering complex implementations through a formal project management framework
Strong analytical capability, including KPI definition, reporting, and executive dashboards
Willingness and ability to travel up to 50%
Proven leader in enterprise SaaS, POS, payments, or operational systems implementations
Strong command of structured, Agile, and hybrid delivery methodologies
Ability to lead under pressure, make decisions quickly, and maintain executive credibility during critical launches
Deep customer orientation balanced with commercial and operational discipline
Highly effective communicator with executive presence and technical fluency
Preferred
PMP® (Project Management Professional) certification strongly preferred
Certified ScrumMaster (CSM) or PMI-ACP highly desirable
Experience with tools such as Salesforce, JIRA, and Confluence
Company
Hornblower Group
Hornblower Group is a global leader in transportation and sightseeing, with over a century of maritime and hospitality innovation.
5001-10000 employees
H1B Sponsorship
Hornblower Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (7)
2023 (2)
2022 (15)
2021 (11)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$30.15MKey Investors
Synovus
2025-09-09Debt Financing· $30M
2024-02-21Acquired
2021-10-15Seed· $0.15M
Leadership Team
Liz Crisafi
Senior Vice President Marketing
Tony Walker
Head, Global Sales
Recent News
2025-12-02
Company data provided by crunchbase