Apply on Employer Site

Confidential · 1 week ago

Director Client Support

Philadelphia, PA

Full-time

Hybrid

Director/Executive

$138K/yr - $168K/yr

8+ years exp

Confidential company is seeking a Director of Client Support to lead a team responsible for the Client Support organization. This role involves providing leadership, driving operational excellence, and ensuring the satisfaction and success of clients through effective management and strategic initiatives.

Marketing & Advertising

Responsibilities

Provides inspirational leadership and development to a team of Client Support people leaders (Managers) and their Specialist teams

Defines and communicates the strategic vision, priorities, and operating model supporting the Client Support function in alignment with company objectives

Partners closely with senior leaders to implement and achieve company and department initiatives

Maintains executive oversight of a portfolio of strategic accounts, engaging as an executive sponsor and ensuring effective coordination across supporting teams

Establishes and facilitates regular leadership meetings and ensures effective, consistent communication cascades throughout the extended customer support function

Coaches and mentors Managers on all core proficiencies required to lead high-performing teams that serve clients as trusted and reliable partners

Ensures that tactical duties across the organization (research, analysis, and day-to-day requests) are completed accurately, efficiently, and in line with established SLAs and quality standards

Acts as a senior point of escalation for clients and internal partners when complex issues arise and drives durable, root-cause solutions

Owns Client Support performance metrics and benchmarks, including healthy CSAT, NPS scores, and performance KPIs, and develops action plans to address any negative trends

Partners with Account Executives and other commercial leaders to ensure client happiness, retention, and growth, including support for account planning on AE-owned accounts

Oversees the organization’s participation in and delivery of Client Business Reviews (CBRs) for supported accounts and participates in Strategic Account meetings and reviews when warranted

Participates in and influences cross-functional and product meetings to maintain an intimate understanding of critical initiatives that impact clients’ business and to find opportunities to enhance support

Identifies gaps and areas across the Client Support organization that require improved processes, rigor, and operational rhythms, and leads initiatives to address them

Establishes measurable key performance indicators and team/individual goals that align with Onbe’s strategic priorities and monitors performance on a monthly and quarterly basis

Prepares and delivers regular reporting and insights on departmental performance, risks, and opportunities to senior leadership

Leads talent management for the Client Support organization, including hiring, succession planning, career pathing, and ongoing development for people leaders

Conducts 1:1 development meetings with team members and coordinates a culture of continuous feedback and mentoring throughout the organization

Owns the performance review process for direct reports and ensures consistency and fairness in performance management across the Client Support team

Provides timely, clear, and impactful business communications to interested parties inside and outside of the Client Support and account management organizations

Qualification

Client support experienceData-driven decision makingLeadership experienceOperational executionStrategic thinkingProcess improvementAutomationCommunication skillsRelationship building

Required

Bachelor's degree or equivalent experience preferred

8-10 years proven experience in client support, customer success, or related client-facing functions, including 3–5 years leading leaders and managing multi-layered teams

Proven track record of building and leading high-performing client support or service organizations in a fast-paced environment

Demonstrated experience using data and critical metrics (e.g., CSAT, NPS, retention, SLA adherence) to drive decisions and continuous improvement

Excellent communication, executive presence, and relationship-building skills, with the ability to influence cross-functional partners

Strong strategic thinking and operational execution skills, with experience driving process improvement and automation

Company

Confidential

Silicon Valley, California US, US

51-200 employees

Funding

Current Stage

Growth Stage

Leadership Team

Roshan Syed

Global Talent Partner

Company data provided by crunchbase