Client Services Director
Core
Lead strategic health, retention, and growth of the major client portfolio across the North American laboratory network, acting as the bridge between clients and lab operations.
Role type
Senior Client Services Director
Builds
Client service processes, workflows, and digital enablement for the laboratory network
Domain
Environmental testing and certification (Laboratory Services)
Deliverable
client delivery
Required skills
Strategic planning, change management, team leadership, conflict resolution, process standardization, regulatory analysis, vendor management, revenue growth strategies
Preferred skills
Environmental laboratory experience, digital client enablement, presentation skills, cross-functional collaboration
Technologies
MS Office (Word, Excel, PowerPoint), client-specific portals
Responsibilities
Direct and coach Client Service teams; identify upselling and cross-selling opportunities; act as strategic liaison for conflict resolution and CARs; standardize service processes; define strategy and KPIs with the VP; lead rollout of new systems and technology; manage subcontracting workflows; handle client complaints and claims; ensure team accountability to quality and integrity standards.
Seniority
Senior, leadership/management