Director, Client Services

About PDG

Performance Development Group (PDG) is an award-winning, global leader helping Life Sciences companies improve business results through improving brand performance. Recognized as a premier company in our field, we provide collaborative advisory services and innovative sales performance solutions that help our clients to exceed their business goals.

Here at PDG, our core values influence everything that we do:

• Delight our clients
• Get stuff done
• Treat it like you own it
• Play for the same team
• Lead with your unique

To support the continued growth of our business, PDG is hiring a Director, Client Services. This is a full-time remote role that will require travel to company meetings, client sites, and industry conferences as needed. PDG's compensation package for this role includes a competitive salary, a comprehensive benefits package, and participation in PDG’s annual bonus program.

Position Summary

The Director, Client Services drives client success and operational excellence across the Engagement Management Team. The Director, Client Services is responsible for overseeing delivery of our work to clients, defining and implementing effective project management processes and tools throughout PDG, educating Engagement Management team members on project management concepts and responsibilities, and enabling Engagement Managers and Project Managers to be successful. The Director, Client Services is responsible for driving bottom-line results and client satisfaction by ensuring that the organization is able to deliver solutions consistently on quality, on time, and on budget.

Interview Process for this Role:

Resume Review

Talent Acquisition Screening

Hiring Manager Interview

Chief Strategy Officer Interview

CEO Interview

Panel Interview

Responsibilities

The Director, Client Services is responsible for:

Leadership of PDG’s Engagement Management Team: Sets a vision for how the Engagement Management team operates and leads the team towards that vision, Creates tools and processes to maximize scalability and efficiency and drive profitable business.

Leading Client Success: Oversees the management of each project and program across the organization through the Engagement Management team. Ensuring we are achieving maximum client satisfaction and operationalizing measurable business outcomes for our clients.

Relationship Building: Demonstrates leadership in building and strengthening client relationships, partnering with business development and account leadership to identify new business opportunities.

Resource Planning: Reviews SOWs with Engagement Managers and Sales to ensure that we have the appropriate resources and budget to support each project.

Budget Management: Leads the team in the monitoring and reporting of burn rates to clients, management of the program budget, and tracking SOWs.

Team Leadership: Applies coaching and feedback models to drive results of team members. Identifying skill gaps with the team and building individual development plans.

Resource Management: Ensuring PDG has the right capabilities available to our client services teams by proactively interviewing of pipeline consultant candidates and potential full time resources. Assigning resources to project teams to optimizes quality, responsiveness, efficiency, and billable utilization, balancing the needs of the client with the needs of the team and individual team members.

Measuring Success: Setting performance goals, standards, and expectations and regularly managing to each.

Innovation: Developing new approaches and embracing new technologies that promote quality, speed, and efficiency.

Education and Professional Experience

The Director, Client Services has the following experience and education:

• A professional degree in a relevant area or equivalent experience
• 15 years of progressive project/program management experience
• 5 years experience leading the creation of adult learning programs or commercial launches.
• 5 years of experience leading a PMO function including developing a PMO
• 5 years of experience working in The Life Science industry experience is required

General Knowledge and Skills

The Director, Client Services can:

• Work as part of a highly collaborative team
• Coach, mentor and drive the professional development of PMO resources
• Demonstrate advanced written and verbal communication skills, advanced proficiency in using Microsoft Office, SmartSheet and other project management tools
• Maintain strong internal and external client relationship skills
• Exhibit strong problem-solving and business acumen skills
• Thrive in a fast-paced, project-driven organization
• Adapt quickly to changing requirements and needs from internal and external clients
• Manage multiple priorities and project deadlines, including tracking and managing within numerous project hours and budgets
• Interact with senior-level personnel in both client and internal settings
• Be persuasive, encouraging, motivating and tenacious.
• View client needs and desires from a strategic perspective