The Senior Director of Client Services is responsible for the management and direction of the Client Services organisation, supporting the Workiva Sales teams, customers, partners, solutions, and vertical markets. This individual leads strategy and operational excellence for the client services teams, ensuring high quality implementations, enablement, project management and scoping to create valuable outcomes for customers and partners.

What You’ll Do

• Responsible for the strategic direction of the Client Services Team

• Responsible for maintaining alignment of strategy to global corporate objectives, collaborating with global client services leaders to achieve goals

• Responsible for scaling team and consulting services practice development

• Identify short-term and long-range issues that must be addressed; providing information and commentary pertinent to deliberations; recommending options and courses of action; implementing directives

• Direct the team on best practices, set quarterly and annual metrics, and objectives

• Oversee completion of project tasks and artifacts, manages conflicts within the group, and escalates risks/issues as needed

• Create and maintain relationships with business partners, technology partners, and with cross functional teams

• Growth, Development, and Maintenance: Responsible for ensuring the growth and development of the Client Services Team with a focus of Customer First

• Identify and develop team members for growth and future leadership opportunities

• Maintain the team by recruiting, selecting, orienting, and training team managers

• Maintain team results by counseling and disciplining team managers; planning, monitoring, and appraising job results

• Foster growth within teams with a focus on Customer First through goal setting strategies

• Create and analyse metrics that monitor team performance; creating areas for improvement to drive operational excellence and discipline in service delivery

• Collaborate closely with subject matter experts in the development and delivery of services to ensure customer needs are identified and met

What You’ll Need

Minimum Qualifications 

• Undergraduate Degree or equivalent combination of education and experience in a related field

• 12+ years of related career experience in Customer Success, Client Services, Project Management or similar - preferably within a software or technology organization

Preferred Qualifications

• 5+ years of people management experience

• Operating knowledge of Client Services and project deployment across a SaaS software organisation

• Proven ability to effectively lead and manage others with strong and effective delegation and direction

• Proven ability to develop a clear strategy and vision for their organisation

• Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels

• Able to hold executive presence and ability to influence internal organisation on strategic initiatives

• Excellent presentation skills; including internal and external executive teams

• Strong sense of learning agility and bias toward action

Travel Requirements & Working Conditions

• Up to 30% travel for customer and internal meetings

• Reliable internet access for any period of time working remotely and not in a Workiva office