Client Services Director

NOTE TO CANDIDATES - This is a remote position that will require the selected candidate to travel upwards of 50% of the time.

The Director, Client Services is a key leadership role responsible for the overall strategic health, retention, and growth of our major client portfolio across the North American laboratory network for the assigned business. Acting as the ultimate bridge between our key clients and lab operations, you will lead our client-facing Client Service teams to ensure seamless service delivery, technical communication, and proactive account management. This role will drive efficiency and standardize processes across the entire service delivery lifecycle. The successful candidate will possess deep change management expertise, with a demonstrated ability to champion new initiatives, align diverse teams, and drive organizational adoption.

Key responsibilities:

• Directs, coaches, and supports our Client Service teams across the lab network, fostering a pro-active, solution-oriented customer service culture.
• Proactively identifies and captures organic upselling, cross-selling, and wallet-share expansion opportunities within the existing client portfolio to drive sustainable revenue growth.
• Acts as the strategic liaison and ultimate escalation point to steer conflict resolution. Provide and support Corrective and Preventive Action Plans (CARS) and communicate CARs to customers to protect client relationships and align with project deliverables.
• Leads the standardization and continuous improvement of Client Services processes and workflows across the laboratory network to enhance service quality, operational efficiency, and customer satisfaction.
• Defines strategy and targets for Client Service within the segment in conjunction with VP, including measurable KPI allowing the business to grow successfully and profitably.
• Develops and ensures client service-related process harmonization along with the development of segment from both organic and acquisitive growth.
• Serves as the functional Client Services lead for the rollout of the new systems and technology by leading digital client enablement. Present digital excellence through customer and Client Service team training for external facing tools.
• Directs and mentors the Project Manager Assistants and Client Success teams to ensure the timely delivery of project objectives and generation of final deliverables including automated uploads to client-specific portals.
• Standardizes and oversees all internal and external subcontracting workflows, ensuring operational consistency, regulatory compliance, and high-performance management of key strategic vendors across the network.
• Ensures ongoing contact and communication with existing clients, implement support processes and build relations with new clients.
• Coordinates and handles client complaints and claims in conjunction with other business partners as needed (legal, sales, technical experts, management, etc.).
• Ensures accountability of team to highest quality and integrity standards (according SGS QM standards and Code of Integrity) as well as current legislation and HSE requirements.