IT Client Services Director Job at Perform, Atlanta, GA

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  • Perform
  • Atlanta, GA

Job Description

We are looking for a dynamic and customer-centric individual to join our team as a Client Services Director at our IT Consulting Firm. In this role, you will be instrumental in nurturing client relationships, ensuring their satisfaction with our services, and driving long-term value realization.

Key Responsibilities for Customer Relationships

  • Maintain proactive communication with 20+ clients, ensuring their needs are anticipated and met.
  • Support 200+ staff augmentation resources working at various clients.
  • Develop and implement customer success plans tailored to each client's business goals.
  • Conduct regular check-ins and performance reviews with clients to discuss progress and gather feedback.
  • Resolve issues related to client resources through performance improvement planning and execution.

Client Engagement and Retention

  • Identify opportunities for upsell and cross-sell based on client needs and industry challenges.
  • Foster a positive relationship with clients by addressing their inquiries and resolving issues swiftly.
  • Organize and conduct client training and onboarding sessions to enhance product utilization.
  • Gather and report on KPIs relating to Customer Success and Client feedback
  • Create, update and present Governance and Quarterly Business Reviews for and with clients.

Collaboration with Internal Teams

  • Work closely with sales and product teams to ensure seamless client transitions from sales to service delivery.
  • Provide feedback to technical teams on client experiences and potential areas for improvement.
  • Conduct regular check-ins with consultants in conjunction with internal People & Culture team to discuss progress and gather feedback.
  • Contribute to the development of support materials and documentation for clients.
Required Skills and Experience
  • 10+ years of experience in a Client Delivery, Customer Success, Account Management, or related role in the IT industry.
  • Excellent communication skills with a strong ability to present complex concepts to diverse audiences.
  • Proven track record in building strong client relationships and delivering client-focused solutions.
  • Exceptional organizational skills and ability to manage multiple client accounts effectively.
  • Experience with CRM software and customer success tools.
  • Bachelor's degree in Business, Information Technology, or a related field.
Preferred Qualifications
  • Experience in IT consulting or technology services.
  • Proficiency in data analysis and experience using data to inform decisions.
  • Knowledge of current market trends and challenges faced by enterprise clients.

Join our team and be a catalyst for success in helping our clients achieve their business objectives through innovative IT solutions. We are committed to fostering a collaborative and empowering work environment that thrives on diversity and inclusivity.

If you are interested in this opportunity and meet the qualifications listed above, please submit your resume and a brief introduction video.

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