What are the responsibilities and job description for the Director of Client Services position at Blacktip®?
Director of Client Services
Onsite – Altamonte Springs, FL
The Director of Client Services is a senior leadership role responsible for ensuring exceptional service delivery, client satisfaction, and long-term client success. This individual serves as the strategic bridge between clients, delivery teams, and company leadership—ensuring technology solutions align with business goals, drive measurable outcomes, and uncover opportunities for growth.
As a Microsoft Modern Work & Security partner, the Blacktip delivers managed services, strategic business consulting, and project-based solutions across Microsoft 365, Windows Server, macOS environments, cybersecurity, and networking applying the Agile / Scrum framework. The Director of Client Services plays a critical role in translating technical capabilities into meaningful business value while building trusted, long-term client relationships.
Key Responsibilities
Client Strategy & Relationship Management
- Own executive-level relationships with key clients, acting as a trusted advisor and escalation point
- Understand client business goals, challenges, and growth plans to align IT strategy accordingly
- Lead regular business reviews and strategic planning sessions
- Ensure client satisfaction, retention, and advocacy
- Foster a client-first culture focused on accountability, communication, and outcomes
- Gather, analyze, and act on client feedback to inform service improvements and product development.
- Lead executive client onboarding and support new business initiatives.
- Develop and execute client service strategies to secure retention, drive upsell, and support revenue growth.
Service Delivery & Operational Excellence
- Oversee day-to-day client service delivery across:
- Microsoft Modern Work (Microsoft 365, Teams, SharePoint, Copilot, Endpoint Management)
- Windows Server and hybrid/cloud infrastructure
- macOS device management and support
- Security (identity, endpoint, email, zero trust, compliance)
- Networking (firewalls, switches, wireless, connectivity)
- Frontline/Technical support
- Partner with technical and operations teams to ensure SLAs, KPIs, and service standards are met
- Drive consistency, documentation, and process maturity across client engagements
- Translate technical initiatives into clear business cases and ROI-driven recommendations
- Support new service offerings and go-to-market initiatives Ensure client environments follow best practices in security, compliance, and risk management
- Promote Microsoft security frameworks and modern IT governance models
- Support incident response, client communications, and post-incident reviews when necessary
- Lead, coach, and develop the client services team, setting performance goals, mentoring staff, and ensuring high service standards.
- Implement standardized service protocols, workflows, and SLAs to ensure consistent, high-quality client experiences.
- Track KPIs for client satisfaction, team productivity, and service effectiveness; report regularly to senior leadership.
Required Qualifications
- College degree
- 8 years of experience in IT services, managed services, or technology consulting
- 3 years in a leadership role managing client relationships and service delivery teams
- Reasonable understanding of:
- Microsoft 365, Modern Work, and Security solutions including Intune, Defender, and Purview
- Windows Server environments (on-prem, hybrid, cloud-integrated)
- macOS support and management in business environments
- Cybersecurity principles, frameworks, and managed security services
- Networking fundamentals and managed network services
- Proven ability to translate technical concepts into business value
- Experience working in or with a Microsoft partner ecosystem strongly preferred
- Microsoft certifications (Modern Work, Security, Azure, or related)
- Experience with Agile/ Scrum collaboration models
- Background in professional services, consulting, or recurring revenue models
- Strong financial acumen related to account profitability and service margins
- Executive-level communication and presentation skills
- Strategic thinker with strong operational follow-through
- High emotional intelligence and client empathy
- Comfortable balancing client advocacy with business objectives
- Data-driven, organized, and process-oriented
- Collaborative leader who thrives in a fast-paced, service-focused environment