Director of Client Services

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $135k - $155k / year

⏰ Full Time

🔴 Lead

📁 Client Services

👻 Ghost score 0%

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LifeLabs Learning

WebsiteLinkedInAll Job Openings

51 - 200 employees

📣 Marketing

📚 Education

💼 Consulting

Marketing • Education • Consulting

LifeLabs Learning is a professional training and coaching company that specializes in rapid skill-building in areas such as leadership, high-performance teams, inclusion, and collaboration. They offer workshops designed for managers, executives, and teams at over 1,800 companies, focusing on essential skills that foster a learning culture and enhance adaptivity and resilience in times of uncertainty.

📋 Description

• Set the client service strategy and lead Engagement Management, Launch Management, and professional services Learning Experience Design teams • Build service standards, people capabilities, and cross-functional operating practices for a consistent post-sale experience • Protect program economics and support rebooking and expansion • Partner with Sales on complex pre-sale solution design and approve complex client solution scope • Serve as a senior relationship and escalation partner for selected strategic accounts • Coach team members and develop their skills and confidence • Maintain portfolio assignments and balance deal allocation across the team • Improve Client Services systems, client outcomes, and team capacity • Establish standards, playbooks, and guardrails for scoping, risk management, and escalations • Lead risk reviews and service recovery, with accountability for corrective actions and failure prevention • Scope, resource, and deliver client customization requests • Partner with Senior Leadership, Sales, Facilitation, Launch Management, Product, RevOps, and Sales Enablement • Directly manage a portfolio of major client engagements as surge or strategic support • Own the complete post-sale journey from onboarding through sponsor follow-up, impact reviews, escalation, contract completion, and transition to Sales • Lead solution design, feasibility, and delivery commitments for complex RFPs • Provide deal sizing and scoping input for pricing and proposals • Maintain complete and accurate closed-deal handoff documentation • Align solutioning with Product roadmap and evolving learning experiences • Coordinate input from Facilitators, Product, Launch, and Learning Experience Design • Hand off documented solution briefs for customized programs • Partner on improvements to CPQ, proposal systems, HubSpot CRM, and impact reporting • Surface client insights and trends to Product, leadership, and client-facing teams • Maintain expertise in LifeLabs Learning’s science-backed learning solutions and Tipping Point Skills taxonomy • Monitor rebooking, expansion, account health, delivery backlog, program pace, unit economics, NPS, TNPS, CSAT, and SLA/response-time metrics • Report to the Head of Operations

🎯 Requirements

• 7+ years of experience in B2B professional services, learning and development, or a comparable services-based environment • Significant experience owning complex, strategic client relationships and translating client needs into successful programs • Expertise setting client service strategy, navigating complex post-sale engagements, managing account risk, and driving client outcomes, rebooking, and expansion • Hands-on solution design or solutions architecture experience, ideally for corporate learning programs or professional services engagements • Ability to translate ambiguous client needs into concrete, feasible, and deliverable solutions • At least 5 years directly managing a team, including performance ownership, coaching, and career development • Cross-functional fluency partnering with Sales, Product, Facilitation, and Client Services stakeholders • Demonstrated ability to lead through ambiguity and translate client needs and team performance into concrete outcomes • Deep business acumen related to organizational transformation, behavioral change, organizational dynamics, and industry-specific complexities • Experience in a B2B professional services or solutions engineering context strongly preferred • Experience in Learning and Development consulting strongly preferred • Experience owning client relationships or delivery teams in a services-based business strongly preferred • Must be legally authorized to work in the United States • Must answer required application questions regarding experience, salary range, timezone, and work authorization

🏖️ Benefits

• Success Share program (short-term incentive) • Profits Interests Units grant commensurate with the role • Medical, dental, and vision insurance • Flexible vacation policy • 11 federal holidays • 2 LifeLabs holidays • Kind Fridays • CClean Break (Paid Time Off benefit during the last week of the year) • 401K match • Learning Days • Health & Wellness benefit • Flexible remote work with candidate-location flexibility