BioIVT · 6 hours ago
Director of Client Services
United States
Full-time
Remote
Director/Executive
10+ years expBioIVT is a company dedicated to providing exceptional client services globally. The Director of Global Client Services will lead the organization, driving strategic initiatives to enhance service quality and client satisfaction while ensuring alignment with corporate objectives.
BiotechnologyHealth CareMedicalPharmaceutical
Responsibilities
Define and execute the global vision and strategy for Client Services, ensuring alignment with BioIVT’s business goals and growth objectives
Serve as the primary liaison between executive leadership and client service teams, cascading organizational priorities and fostering a unified service culture
Establish global best practices and methodologies for customer engagement across Customer Support, Quoting, Order Processing, and Key Account Client Services functions
Monitor industry trends, benchmark against leading organizations, and integrate innovative approaches to meet evolving customer needs
Oversee all operational activities across the four functional teams, including workforce planning, KPI management, and optimization of contact center and order management technologies
Analyze performance metrics (KPIs), financial data, and client feedback; refine processes and improve service quality
Drive automation and process improvements to enhance efficiency and reduce cost-to-serve while maintaining exceptional service standards
Develop and implement global policies, procedures, and service metrics aligned with business objectives monitor performance and implement corrective actions as needed
Design and manage a formal, cross-functional escalation process to ensure rapid resolution of customer issues worldwide
Serve as executive escalation point for high-priority client issues
Build and lead a high-performing, globally distributed team across multiple functions, fostering collaboration and accountability
Set clear performance standards and ensure consistent execution across all regions and service areas
Implement global training programs to maintain service excellence and process consistency across Customer Support, Quoting, Order Processing, and Key Account Client Services
Champion employee engagement through recognition programs, career development opportunities, and a culture of continuous improvement
Maintain strong relationships with key global customers, ensuring satisfaction and long-term retention
Partner with Sales, Account Management, and Operations to deliver accurate, timely information and seamless customer experiences
Provide executive-level feedback on service performance, customer concerns, and opportunities for improvement to inform corporate strategy
Collaborate with cross-functional teams to develop account strategies that maximize revenue and strengthen customer partnerships
Qualification
Required
Extensive leadership experience in global customer service or client services operations, preferably in a global environment
Proven track record of managing multiple functional teams, including Customer Support, Quoting, Order Processing, and Key Account Client Services
Strong business acumen with the ability to influence and collaborate at the executive level
Expertise in contact center technologies, CRM systems, order management systems, automation, and performance management
Exceptional communication, leadership, and change management skills
Bachelor's Degree; Master's Degree or MBA is preferred
Minimum 10 to 15 years of related experience in Client Services and/or Account Management, Customer Experience and Client Engagement scaling
Preferred
Master's Degree or MBA
Benefits
Medical
Dental
Vision
Short-term/long-term disability
Life insurance
Hospital indemnity and accident insurance
A generous retirement plan with a company match
Competitive time-off policies
Company-sponsored events for the entire team
Company
BioIVT
BioIVT is a worldwide provider of biological and in vitro products to pharmaceutical and biotechnology organizations
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$45M2016-01-19Acquired
2013-07-16Debt Financing· $45M
2013-04-01Private Equity
Leadership Team
Richard Haigh
Chief Executive Officer
Shannon Richey
Vice President & General Manager, Asterand Bioscience Detroit Operations
Recent News
Precedence Research
2025-10-15
Company data provided by crunchbase