Director - Client Experience

The Director - Client Experience is an executive operational role that bridges service delivery execution with client retention and delight. Responsible for the post-sale lifecycle, this leader ensures that active accounts receive high-quality, on-time, and value-driven delivery while maintaining high client satisfaction.

By framing operational delivery through a Client Experience (CX) lens, this role transforms everyday service execution into a key engine for account retention, lifetime value maximization, and organic business growth.

Key Responsibilities

1. Service Delivery Governance & Quality Assurance

• Oversee day-to-day operational execution, project delivery, and ongoing service management across all active client accounts.
• Establish and enforce rigorous service delivery standards, key performance indicators (KPIs), and Service Level Agreements (SLAs).
• Monitor portfolio-wide delivery health, proactively identifying project risks, resource bottlenecks, or operational gaps before they impact client satisfaction.
• Drive continuous process improvement across delivery frameworks to increase efficiency, precision, and service consistency.

2. Client Experience & Voice of Customer (VoC)

• Embed a client-centric mindset into the delivery culture, ensuring operational teams focus on client outcomes rather than just task completion.
• Design and manage delivery-focused Voice of Customer (VoC) feedback loops, including transactional CSAT, milestone-based NPS, and regular quarterly business reviews (QBRs).
• Translate qualitative and quantitative client feedback into operational fixes, product/service enhancements, and delivery process updates.
• Serve as the senior executive sponsor and primary escalation point for critical delivery issues, service disruptions, or high-risk accounts.

3. Account Retention, Health & Expansion

• Partner closely with Account Management, Sales, and Client Success to safeguard gross and net revenue retention (GRR/NRR).
• Identify organic expansion, upsell, and cross-sell opportunities surfaced through strong delivery performance and close client alignment.
• Establish early-warning account health indicators to track churn risk and implement targeted retention playbooks for declining accounts.

4. Escalation Management Responsibilities

Escalation management focuses on turning high-risk friction points into loyalty-building opportunities, acting as the ultimate safety net for distressed clients.

• Handling Critical Interventions: Take ownership of high-severity or high-visibility client escalations, acting as the primary point of executive alignment when standard support channels reach their limit.
• Root Cause Analysis (RCA): Investigate systemic failures or recurring operational bottlenecks by analyzing escalation trends, ticket volumes, and cross-departmental friction.
• Cross-Functional Orchestration: Coordinate rapidly with product, engineering, sales, and billing teams to unblock solutions, align on remediation steps, and enforce service level agreements (SLAs).
• Expectation Management & De-escalation: Communicate transparently with clients under pressure, setting realistic recovery timelines, managing emotional perceptions, and restoring trust.
• Post-Mortem & Process Optimization: Conduct internal reviews after major escalations to close procedural gaps, update knowledge bases, and prevent recurring issues.

5. Client Experience in New Business

• Pre-Sales & Onboarding Alignment: Partner closely with sales and business development teams during the pitch and closing stages to ensure customer expectations match product delivery, setting the foundation for long-term loyalty from day one.
• Expansion, Upselling, and Cross-Selling: Identify whitespace opportunities within existing accounts by analyzing usage patterns and client growth needs, partnering with sales to introduce new product tiers, features, or modules.
• Strategic Account Growth & Land-and-Expand: Execute "land-and-expand" strategies within new logos, helping initial pilots or small deployments scale successfully across larger enterprise departments or business units.
• Referenceability & Case Studies: Cultivate advocates out of newly acquired clients quickly, securing testimonials, case studies, and peer references to fuel incoming new business pipelines.
• Net Revenue Retention (NRR) & Churn Prevention: Safeguard the baseline of new business by optimizing time-to-value during early onboarding phases, mitigating early-stage churn risks, and maximizing customer lifetime value (LTV).
• Market Feedback Loop for Product-Market Fit: Act as the voice of the new customer back to product and marketing teams, feeding insights from early deal cycles and initial onboarding friction back into the new business strategy.

6. Leadership, Culture & Team Operations

• Lead, mentor, and scale a high-performing team of Delivery Managers, Project Directors, Implementation Specialists, and Service Delivery Leads.
• Align resource allocation, capacity planning, and talent development with overall account priorities and delivery commitments.
• Foster a culture of accountability, operational transparency, and empathy toward client challenges.

Skills

1. Strategic Customer Journey Mapping, VoC Frameworks, Omnichannel Design
2. Analytical NPS/CSAT Tracking, Churn Analysis, ROI Modeling, Data-driven Root Cause Analysis
3. Technical CRM Systems, Conversational AI, Automation, Product Integration
4. Leadership Cross-functional Influence, Stakeholder Management, Talent Scaling, Culture Building
5. Specialized Financial Regulations, Vernacular/Assisted-Digital CX, Agent Network Dynamics