Director Of Client Services

POSITION SUMMARY:

The Director, Client Services & IT oversees all aspects of the client experience, ensuring exceptional service and acting as a bridge between clients and internal stakeholders, while providing operational leadership to the client services and IT teams.

This position is in-office in Kelowna, BC.

A typical day includes:

• Developing and maintaining effective communication platforms for staff and clients, including processes and procedures
• Attending high priority customer interactions
• Motivating and driving the team to meet client support metrics and provide best-in-class service
• Provide input and technical support at sales, project and future-product meetings where needed
• Hiring, training, and development of direct reports
• Establishing KPIs and infrastructure (systems, processes and team) to support a 24.7 global customer base
• Development and maintenance of user guide documentation
• Manage, communicate, and escalate high priority tickets while ensuring all calls and emails into CS are well documented and supported
• Monitoring and reporting on case response and closure times/metrics
• Coordinating, planning, and leading computer-related activities
• Tracking CS Tickets and prioritizing as required
• Collaborate with internal stakeholders/departments on client issues, driving to a resolution
• Allocating resources based on operational and client needs

BASIC QUALIFICATIONS:

• A highly motivated self-starter with proven leadership, motivation, and mentoring skills
• Exceptional interpersonal, listening and communication skills
• Proven ability to interact with a variety of stakeholders, providing technical advice and support
• Advanced troubleshooting, problem-solving and analytical skills

· Proactive personality, ability to foresee and mitigate potential conflicts

PREFERRED SKILLS AND EXPERIENCE:

• Familiarity with JIRA, CRM, and Client Support software
• A Bachelor’s degree in a business-related field
• General IT experience and proficiency in Microsoft Products
• At least 5 years of experience in a customer service management role, leading a technical team within a directly related industry