Director of Client Services

The Director of Client Services will serve as the primary liaison between Data Center Operations and clients, ensuring exceptional service delivery and customer satisfaction. This role is responsible for prioritizing critical issues, acting as the primary escalation point, and advocating for the client’s needs. The Director will conduct monthly meetings with customers to review SLA performance, address challenges, and discuss upcoming business needs.

Beyond direct client operations management, this role will focus on service strategy, operational excellence, and business growth. The Director will champion the client experience, drive continuous service improvements, and collaborate with internal teams to enhance operational efficiency and customer outcomes. Additionally, they will act as a key stakeholder for critical updates, ensuring timely service delivery while striving to exceed client expectations.

To succeed in this role, the ideal candidate must be highly organized, adaptable, and self-motivated. They should have strong prioritization skills, the ability to lead without direct authority, and a keen understanding of business operations. Critical thinking and the ability to quickly assess and address challenges will be essential for driving success in this position.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the primary liaison between clients and Data Center Operations, ensuring a high level of customer satisfaction through facilitated discussions, decision-making, problem-solving, and conflict resolution.
• Act as the voice of the customer, advocating for their needs and ensuring alignment with business objectives.
• Oversee service performance and conduct regular client meetings to ensure and review SLA’s KPI’s, and contractual commitments are met and discuss upcoming initiatives to ensure service satisfaction
• Manage and resolve escalations, ensuring critical issues are addressed promptly and effectively 24/7/365.
• Build and maintain strong relationships with key client stakeholders to drive long-term partnerships.
• Drive continuous improvements in service delivery processes to enhance efficiency and reliability.
• Work closely with internal teams (datacenter, support, and operations) to ensure clear communication, alignment, processes and procedures to optimize customer experience.
• Participate as a key stakeholder in change management to oversee service updates, infrastructure changes, and operational initiatives.
• Implement best practices for incident management, problem resolution, and root cause analysis.
• Lead and mentor client service teams to ensure high performance and professional growth.
• Foster a customer-first culture within the organization by influencing internal stakeholders.
• Establish and enforce standardized service expectations for ticket handling, client updates, and solution delivery, ensuring all support activities align with defined SLA agreements and exceed customer satisfaction benchmarks.
• Inform clients of any planned or unplanned critical incidents, outages, or service-impacting issues.
• Share client insights on vision and goals with the COO.
• Assist clients to document new feature requests and process for enabling new features post upgrade.
• Provide clients with release details highlighting key features and bug fixes.
• Establish best practices for testing new software and hot fixes through sanity testing. Review results with the clients.
• Work with third party vendors to address and prioritize key client issues.

Qualifications:

• Must have at least 10 years of service experience, coordinating technical and business teams.
• Must have 5 years of experience working with Datacenter Teams.
• 7 years in a leadership position
• Experience interacting with and influencing senior members of management.
• Strong interpersonal, negotiation and communication skills required.
• Bachelor’s degree or equivalent experience.

Preferred Requirements:

• Knowledge of data center infrastructure and operations
• Experience with SLA management and metrics

Tools and Technology Utilized:

• MSTeams
• SharePoint
• Azure DevOps

Standards of Performance:

• Professional representation of Open Technology Solutions.
• Job knowledge/timely, accurate and efficient performance.
• Adherence to OTS’ policies and procedures.
• Promotes and ensures the highest level of quality member Service is provided to all members.
• Confidentiality of all records.
• Timeliness of meeting regulatory guidelines.
• Compliance of regulatory requirements.
• Cost effectiveness and productivity of departmental operations.
• Success in meeting individual, departmental, and corporate goals.

Supervisory Responsibilities:

• Help Desk
• Tier 1 Support
• Sanity/QA Testing

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• General office environment with low noise levels.
• Office hours generally M-F 8m. to 5 p.m., with some need for work outside of these hours as necessitated by work demands.
• This job allows some degree of flexibility with working remotely.

Compensation and Benefits:

• Target salary range for this position will be $175,000 to $190,000, depending on qualifications.
• In addition, this position is eligible for an annual bonus eligibility with a target payout of 20%, based on company and individual performance

The OTS Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, student loan paydown program, tuition reimbursement, loan discounts, service anniversary bonuses, recognition program. employee referral program, and employee activities

Salary : $175,000 - $190,000