Ntiva, Inc. · 15 hours ago
Director, Client Success
Lombard, IL
Full-time
Hybrid
Director/Executive
$112K/yr - $162K/yr
8+ years expNtiva, Inc. is a Managed Services Provider dedicated to helping clients thrive through innovation and teamwork. The Market Director, Client Success, is responsible for driving client engagement, retention, and growth, ensuring clients receive maximum value from services while leading a team focused on exceptional client experiences.
Information ServicesInformation Technology
No H1B
Responsibilities
Lead the Client Success team, ensuring best practices in client engagement, satisfaction, and retention strategies
Develop and implement policies and procedures that enhance client relationships, service delivery, and overall success
Establish and maintain strong relationships with key clients, acting as a strategic advisor to align services with business objectives
Monitor client health metrics and proactively address potential risks to maintain high retention rates
Oversee the management of client accounts, ensuring seamless onboarding, ongoing support, and continuous service improvement
Collaborate with the sales team to identify opportunities for expansion within existing accounts
Drive revenue growth by identifying upsell and cross-sell opportunities that align with client needs
Ensure the team is equipped to effectively communicate Ntiva’s value proposition and differentiate its services in the market
Work with internal teams to optimize service delivery, ensuring client expectations are met or exceeded
Gather and analyze client feedback to improve processes, service offerings, and client engagement strategies
Develop and track key performance indicators (KPIs) to measure client success, retention, and satisfaction
Partner with operations and technical teams to streamline workflows and improve service efficiency
Hire, train, and mentor a high-performing Client Success team, fostering a culture of accountability and collaboration
Provide professional development opportunities to ensure continuous learning and growth within the team
Conduct regular performance evaluations and provide actionable feedback to improve team effectiveness
Serve as an advocate for clients internally, ensuring their needs are prioritized in service enhancements and innovation
Lead Technology Business Reviews (TBRs) with key clients, presenting insights, performance metrics, and strategic recommendations
Work closely with marketing and product teams to communicate client feedback and influence service evolution
Qualification
Required
Bachelor's degree in business, IT, or a related field; MBA or equivalent experience preferred
8+ years of experience in client success, account management, or service delivery within the MSP or IT services industry
Proven track record of managing client relationships, driving retention, and achieving growth targets
Strong understanding of MSP service offerings, IT solutions, and industry trends
Excellent leadership, communication, and negotiation skills
Experience working with CRM and client success platforms to track and optimize engagement
Ability to communicate professionally, in English, both written and orally
Ability to write business correspondence and process procedures
Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Preferred
Familiarity with AI-driven automation in client success and service delivery
Knowledge of cybersecurity and cloud solutions to better support client needs
Experience with ITIL, PMP, or similar frameworks for service management
Benefits
Medical, Dental and Vision coverage for employee and family
401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
Group Term Life and Accidental Death and Dismemberment coverage (company provided)
Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
Health Savings Account (HSA) Options / PPO Options
Employee Assistance Program
Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
Education Reimbursement Program
Generous Employee Referral Program - cash bonus for successful referrals!
Dynamic Recognition and Rewards
Clear Promotion and Advancement Tracks
Work with Industry-Leading Talent
Company
Ntiva, Inc.
At Ntiva, growing people (our employees, partners, and clients) is our mission.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2022-01-27Acquired
2016-10-01Private Equity
Leadership Team
Steven Freidkin
CEO
Tom Tighe
Chief Revenue Officer
Recent News
Company data provided by crunchbase