Director, Client Services ( Remote - East Coast)

Essential Duties And 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.
• 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.

Qualifications

• 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.

Physical Demands

• Stand; walk, sit, stoop, kneel, crouch, crawl, speak, hear/listen, display manual dexterity, reach with hand and arms.
• Close vision, color vision, depth perception, and ability to adjust focus.

Work Environment

• A full-time Monday through Friday workweek with general business hours and flexibility to work additional hours as needed and approved by management.