The Director reports into the VP, Client Service and works in close partnership with their peers in Client Services to ensure the vision, mission, and charter of the organization is uniformly understood, appreciated, and put to action. The Director is responsible for the vision, strategy, design, and evaluation of all service programs. They drive competitive advantage through improving operational efficiency, empowerment of their staff, effectiveness of service delivery, and ensuring client satisfaction.

The Director acts as a leader and coach, sets organizational direction, and translates vision into action, while combining creativity, innovation, organization, and optimal communication to ensure the services provided by the team are delivered efficiently, effectively, and consistently. The Director sets the tone, promoting a healthy, client-focused culture that promotes both client and employee satisfaction. The Director works cross-functionally to advocate for our clients and streamline the creation of new programs.

As a leader, the Director, Client Service will oversee the activities of the Client Service teams and assure the smooth operation of the department when responding to internal and external requests. These requests may come from sales, relationship management, client support, and external customers. The Director sets the tone, promoting a healthy, customer-focused culture that promotes both customer, and employee satisfaction.

Job Description

• Lead a high performing team who is responsible for delivering exceptional services to new and existing clients that ensure high client satisfaction.
• Responsible for translating the organizational business strategy into actionable and dynamic service enablement capabilities.
• Establish and maintain metrics and other tools to measure the effectiveness of service opportunities and use to influence continuous improvement. Ensure teams meet or exceed service levels and quality standards; and align with the organization’s OKRs.
• Define and implement ways to reduce costs and optimize outcomes using technology.
• Regularly analyze service needs, identify, and develop new approaches, systems, eliminate gaps and improve the efficiency and success of the service teams.
• Evaluate client feedback to ensure services and communications are relevant and effectively communicate the desired message.
• Drive programs and strategies to enable staff effectiveness through policy, process, procedure, tools, and technology within the department and cross-functionally.
• Partner with cross-functional leadership to provide best in class solutions.
• Provide leadership for all associates in a professional and positive manner to promote corporate goals and achieve department objectives.
• Engage in customer-facing events and activities to promote the team, the company, and to understand the customer-experience.
• Promote through demonstration a collaborative working environment – drive and celebrate collaboration.
• Resolve customer concerns and issues that escalate above the manager level.
• Maintain in-depth knowledge of company’s brands, systems, processes, and policies.
• Communicate as needed with senior management regarding service levels and relevant client experience information and data.
• Build career paths for employees and offer a clear picture of growth and development.
• Lead, supervise, mentor and coach team members, oversee the delegation and quality of work, set annual performance targets for individuals and the team, conduct performance reviews, and manage to department budgets.
• Experience with software application development methodologies and principles
• Other duties as assigned.

Requirements

• Bachelor’s degree in Computer Science, Information Technology or equivalent work experience
• 10 years of client service experience
• 5 years of managerial experience, preferably with teams of 10 employees
• 7 years of client service/support experience preferred
• Previous experience working with financial technology
• Working knowledge of financial advisory services preferred
• Certified Financial Planner (CFP) designation is a plus
• Strong understanding of financial terms and concepts
• 0-15% travel

Skills

• Quality and client-experience driven
• Strong working knowledge of customer service principles and best practices
• Advanced knowledge and experience building service programs from the ground up that can scale with our growth.
• Deep experience leading Client Service teams in a SaaS organization.
• Strong background in supporting a SaaS product and/or addressing the pain points of the professional services, learning, and data entry/migration discipline.
• Experience working with a team that delivers services to clients whose own success hinges on the quality and effectiveness of the services delivered.
• Broad understanding of industry trends and directions.
• Outstanding ability to work well under pressure in a fast-paced environment.
• Highly motivated and organized self-starter with a keen attention to detail while managing multiple projects simultaneously.
• Innovative client service ideas with a healthy level of skepticism for fads in this field of discipline.
• True leader who aims to inspire the team and clients alike.
• Strong mentorship and relationship building skills with the ability to effectively manage group and interpersonal conflict situations.
• Must demonstrate a strong sense of urgency and adhere to turnaround time expectations.
• Outstanding verbal and written communication skills and interpersonal skills, including the ability to communicate effectively to both technical and non-technical audiences.
• Outstanding organization and leadership skills with an ability to work within processes
• Outstanding client focus, engagement, and advocacy.
• Ability to respond quickly to changing needs and adapt as necessary to meet new challenges.
• Ability to work well with all levels of management.
• Outstanding independent judgement and decision-making skills.
• Experience with software application development methodologies and principles.
• Advanced knowledge of eMoney Advisor’s products and services is a plus.
• A reliable team player with high integrity and a strong work ethic

The salary range for this position is $122,000 - $171,000; commensurate salary to be determined based on skills, professional background and expertise. This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.