We are excited to announce a search for a talented Client Services Director for our client in Chicago, IL. This is a hybrid role, onsite 2-3 days per week in the downtown area.
The Client Services Director will ideally bring experience in the Quick Service Restaurant (QSR) and fast food industry and will develop & execute comprehensive client service strategies that enhance customer engagement and satisfaction globally. Other functions include:
·Identify and implement process improvements to optimize service delivery and operational efficiency.
·Establish and manage tiered service offerings and pricing models aligned with varying client needs and expectations.
·Oversee all aspects of global client support, ensuring consistent and high-quality service across all regions.
·Integrate and manage support systems and tools such as Salesforce, Intercom, Zendesk, and ServiceNow to streamline workflows and communication.
·Develop and maintain SLAs, conducting reviews & reporting to ensure compliance and effectiveness.
·Implement and oversee CSAT score tracking to measure and improve client satisfaction levels continuously.
·Establish & execute on a training and education content strategy, data driven and focused on reducing end user knowledge issues.
·Lead development & execution of comprehensive training programs for clients.
·Coordinate and conduct various training modalities, including live instructor-led sessions, online courses, and in-app tutorials, to facilitate effective onboarding and ongoing education.
·Develop and utilize KPI dashboards within Salesforce and other tools to monitor service performance and identify areas for improvement.
·Prepare and present regular reports on service metrics, client feedback, and improvement initiatives to senior leadership.
·Implement ongoing monitoring practices and conduct weekly reporting to track progress against strategic goals and objectives.
Requirements:
·Bachelor’s degree in Business Administration, Management, or a related field.
·7+ years of experience in client services management within a global SaaS environment, specifically overseeing support and training functions.
· Experience in the QSR industry is ideal.
·Proven track record of integrating and optimizing case management and support tools such as Salesforce, Intercom, Zendesk, and ServiceNow.
·Demonstrated expertise in conducting market analysis and managing full-cycle vendor selection and partnership processes.
·Experience in developing and executing comprehensive client onboarding and deployment strategies.
·Strong background in creating and leading effective training programs.
Benefits offered include medical and dental, PTO/holiday pay and 401k
