Job Description

Key Responsibilities

• Lead and manage the Client Services organization across all product lines
• Establish and monitor service-level agreements (SLAs), KPIs, and customer satisfaction benchmarks
• Define and implement scalable support processes, ticketing workflows, escalation protocols, and documentation standards
• Report on monthly and annual trends in support volumes, resolution times, client retention, and resource needs
• Collaborate with R&D to ensure timely resolution of escalated issues and integration of customer feedback into the roadmap
• Develop and maintain support training programs, knowledge bases, and onboarding plans for both staff and clients
• Attend and contribute to senior leadership meetings to support company-wide strategy and planning
• Represent Client Services at internal and external conferences, customer summits, and webinars
• Promote a culture of continuous improvement, accountability, and client advocacy
• Partner with Sales and Account Management to support renewals, expansions, and onboarding of new clients
• Analyze support trends to identify root causes and systemic opportunities for improvement
• Contribute to strategic planning, resource forecasting, and annual budgeting for the Client Service and Professional Services department
• Participate in financial forecasting and adjusted forecasts on a routine schedule
• Monitor and manage customer attrition
• Serve as a customer escalation point across all product lines

Required Qualifications

• 7+ years of experience in client services, customer support, or success—preferably in a software/SaaS or government technology environment
• 3+ years of experience leading high-performing support or service teams
• Demonstrated success implementing scalable processes and technology to improve service delivery
• Strong data analysis skills and comfort using KPIs and forecasting to drive decision-making
• Experience supporting multiple product lines or complex product ecosystems
• Excellent communication, leadership, and interpersonal skills
• Familiarity with CRM tools such as Salesforce, Zoho, HubSpot, or similar
• Comfortable appearing on camera for internal presentations, customer webinars, or training sessions

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