Client Services Director

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $146.8k - $170k / year

⏰ Full Time

🔴 Lead

📁 Client Services

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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SGS

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1878

💼 Consulting

🏥 Healthcare

🍽️ Food & Beverage

Consulting • Healthcare • Food & Beverage

SGS is the world's leading Testing, Inspection, and Certification (TIC) company, providing a comprehensive range of services designed to assure quality and integrity across various sectors. SGS is focused on sustainability, offering climate action services and an all-encompassing ESG portfolio under its IMPACT NOW suite. The company has ambitious targets for growth by 2027, driven by its strategy to address global megatrends. SGS operates globally, providing business assurance, connectivity and products, digital trust, health and nutrition, and solutions for industries and the environment.

📋 Description

• Direct, coach and support Client Service teams across the laboratory network • Identify and capture upselling, cross-selling and wallet-share expansion opportunities within the existing client portfolio • Act as strategic liaison and ultimate escalation point for conflict resolution • Provide and support Corrective and Preventive Action Plans (CARs) and communicate them to customers • Lead standardization and continuous improvement of Client Services processes and workflows • Define Client Service strategy, targets and measurable KPIs with the VP • Develop and harmonize client service processes supporting organic and acquisitive growth • Lead rollout of new systems and technology through digital client enablement • Train customers and Client Service teams on external-facing digital tools • Direct and mentor Project Manager Assistants and Client Success teams • Ensure timely delivery of project objectives and final deliverables, including automated uploads to client-specific portals • Standardize and oversee internal and external subcontracting workflows and strategic vendor management • Maintain communication with existing clients, implement support processes and build relationships with new clients • Coordinate client complaints and claims with legal, sales, technical experts and management • Ensure team accountability to SGS quality, integrity, legislation and HSE requirements

🎯 Requirements

• Bachelor’s degree or equivalent in related discipline • Minimum of 10 years’ experience managing customer relations or sales • Previous environmental laboratory experience as asset • Ability to manage and coordinate multiple projects in a fast-paced, highly professional environment • Excellent verbal and written communication and interpersonal skills • Excellent analytical, reasoning and problem-solving skills • Ability to develop and deliver presentations and communicate effectively at all levels within the organization • Ability to communicate and interact with officials at all levels of business and government and work effectively with diverse constituencies • Ability to translate strategy into actions • Ability to analyze and interpret regulatory requirements impacting the service portfolio • Strong ability to motivate teams and lead through influence • Ability to build high-performance teams, ensure collaboration and develop others • Self-motivation • Ability to work under pressure and challenge the status quo • Ability and willingness to solve problems pragmatically and compliantly • Fosters innovation • Intermediate-level proficiency with MS Office applications, including Word, Excel and PowerPoint • Candidates applying for Canadian job openings should be authorized to work in Canada

🏖️ Benefits

• Eligible for the EHS North America commission plan • Medical, dental and vision insurance • Life insurance • Employee assistance programs • 401(k) with company match and immediate vesting upon enrollment • Online training courses • Virtual and classroom development experiences • Tuition reimbursement program • Paid time off • Family leave • Accommodations available on request for qualified candidates during each stage of the recruitment process

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