LIFELENZ
Director, Client Services
LIFELENZ, Chicago, Illinois, United States, 60290
Who We Are:
LIFELENZ is a rapidly growing team of 80+ mathematicians, engineers, designers, computer scientists, strategists and client success experts based in the U.S., Canada, Australia and UK, building a machine learning-based, advanced analytics workforce and human capital management platform. We have built and maintained over 20+ platforms over a 19-year period. We have won many awards for client delivery and collectively contributed to over 100+ global patents for complex software platforms. We have recently closed our financing B round bringing our total capital raised to over $55M.
As we expand our presence in the United States to better serve the evolving needs of our global Quick Service Restaurant (QSR) clientele, we are thrilled to be recruiting for Director, Client Services, a newly created opportunity in Chicago.
As Director, Client Services at LIFELENZ, you will be responsible for leading and managing global client support, training, and enablement initiatives. This role will drive strategic planning, optimize service operations, and ensure exceptional client satisfaction by fostering cross-functional collaboration and continuously enhancing our service offerings. The ideal candidate will align with our mission to build a global AI-optimized scheduling and forecasting platform that empowers and rewards individuals within the fast-food and QSR sector.
Key Accountabilities:
Strategic Leadership:
Develop and execute comprehensive client service strategies that enhance customer engagement and satisfaction globally.
Identify and implement process improvements to optimize service delivery and operational efficiency.
Establish and manage tiered service offerings and pricing models aligned with varying client needs and expectations.
Client Support Management:
Oversee all aspects of global client support, ensuring consistent and high-quality service across all regions.
Integrate and manage support systems and tools such as Salesforce, Intercom, Zendesk, and ServiceNow to streamline workflows and communication.
Develop and monitor Service Level Agreements (SLAs), conducting regular analyses and reporting to ensure compliance and effectiveness.
Implement and oversee CSAT score tracking to measure and improve client satisfaction levels continuously.
Analyze support ticket data regularly to identify opportunities for continuous improvement in end user educational content and communication channels.
Training and Enablement:
Establish and execute on a training and education content strategy that is data driven and focused on reducing end user ticket volumes associated with training issues/knowledge gaps.
Lead the development and execution of comprehensive training programs for clients, utilizing platforms like Intercom, GuideCX, and LearnUpon.
Coordinate and conduct various training modalities, including live instructor-led sessions, online courses, and in-app tutorials, to facilitate effective onboarding and ongoing education.
Establish and maintain "train the trainer" initiatives to empower client organizations to internally propagate knowledge and best practices.
Cross-Functional Collaboration:
Collaborate closely with internal departments, including client success, sales, product development, and technical teams, to ensure cohesive and aligned client service efforts.
Partner closely with product development and technical teams to manage bug volumes and continuously improve bug management processes.
Manage and optimize relationships with offshore partners, ensuring effective collaboration and adherence to service standards.
Conduct market analysis and oversee vendor selection processes, including identifying potential partners, evaluating solutions, negotiating contracts, and managing ongoing vendor relationships.
Team Management:
Provide strong and inspirational leadership to client support & training enablement team, fostering a culture of high performance, accountability, and continuous improvement.
Oversee recruitment, training, and development of team members to build a skilled and motivated workforce.
Manage on-call schedules and resource allocation to ensure consistent and reliable client support coverage.
Performance Monitoring and Reporting:
Develop and utilize KPI dashboards within Salesforce and other tools to monitor service performance and identify areas for improvement.
Prepare and present regular reports on service metrics, client feedback, and improvement initiatives to senior leadership.
Implement ongoing monitoring practices and conduct weekly reporting to track progress against strategic goals and objectives.
Knowledge, Experience, and Qualifications:
Bachelor’s degree in Business Administration, Management, or a related field.
7+ years of experience in client services management within a global SaaS environment, specifically overseeing support and training functions.
Proven track record of integrating and optimizing case management and support tools such as Salesforce, Intercom, Zendesk, and ServiceNow.
Demonstrated expertise in conducting market analysis and managing full-cycle vendor selection and partnership processes.
Experience in developing and executing comprehensive client onboarding and deployment strategies using platforms like GuideCX.
Strong background in creating and leading effective training programs leveraging tools such as LearnUpon and Intercom.
Exceptional leadership and team management skills, with the ability to inspire and drive high-performing, cross-functional teams.
Strong strategic thinking and problem-solving abilities, with a proactive approach to addressing complex challenges.
Excellent verbal and written communication skills, adept at collaborating with diverse stakeholders and articulating strategic visions.
Proficient in analyzing and utilizing performance metrics and KPIs to inform decision-making and drive service improvements.
Deep understanding of customer service best practices and a commitment to delivering exceptional, customer-centric experiences.
Highly organized and detail-oriented, capable of managing multiple projects simultaneously in a dynamic, fast-paced environment.
Tech-savvy with the ability to adapt to evolving technologies and tools effectively.
Familiarity with the QSR industry and restaurant operations is highly desirable.
Willingness and ability to travel as needed for client meetings and internal engagements.
LIFELENZ Values:
As an employee at LIFELENZ, you are expected to operate in line with our workplace values:
Customer Delight
Innovate & Simplify
Interconnected Teams
Act Like an Owner
Results Matter
Pursue Excellence
Join us today!
#J-18808-Ljbffr
LIFELENZ is a rapidly growing team of 80+ mathematicians, engineers, designers, computer scientists, strategists and client success experts based in the U.S., Canada, Australia and UK, building a machine learning-based, advanced analytics workforce and human capital management platform. We have built and maintained over 20+ platforms over a 19-year period. We have won many awards for client delivery and collectively contributed to over 100+ global patents for complex software platforms. We have recently closed our financing B round bringing our total capital raised to over $55M.
As we expand our presence in the United States to better serve the evolving needs of our global Quick Service Restaurant (QSR) clientele, we are thrilled to be recruiting for Director, Client Services, a newly created opportunity in Chicago.
As Director, Client Services at LIFELENZ, you will be responsible for leading and managing global client support, training, and enablement initiatives. This role will drive strategic planning, optimize service operations, and ensure exceptional client satisfaction by fostering cross-functional collaboration and continuously enhancing our service offerings. The ideal candidate will align with our mission to build a global AI-optimized scheduling and forecasting platform that empowers and rewards individuals within the fast-food and QSR sector.
Key Accountabilities:
Strategic Leadership:
Develop and execute comprehensive client service strategies that enhance customer engagement and satisfaction globally.
Identify and implement process improvements to optimize service delivery and operational efficiency.
Establish and manage tiered service offerings and pricing models aligned with varying client needs and expectations.
Client Support Management:
Oversee all aspects of global client support, ensuring consistent and high-quality service across all regions.
Integrate and manage support systems and tools such as Salesforce, Intercom, Zendesk, and ServiceNow to streamline workflows and communication.
Develop and monitor Service Level Agreements (SLAs), conducting regular analyses and reporting to ensure compliance and effectiveness.
Implement and oversee CSAT score tracking to measure and improve client satisfaction levels continuously.
Analyze support ticket data regularly to identify opportunities for continuous improvement in end user educational content and communication channels.
Training and Enablement:
Establish and execute on a training and education content strategy that is data driven and focused on reducing end user ticket volumes associated with training issues/knowledge gaps.
Lead the development and execution of comprehensive training programs for clients, utilizing platforms like Intercom, GuideCX, and LearnUpon.
Coordinate and conduct various training modalities, including live instructor-led sessions, online courses, and in-app tutorials, to facilitate effective onboarding and ongoing education.
Establish and maintain "train the trainer" initiatives to empower client organizations to internally propagate knowledge and best practices.
Cross-Functional Collaboration:
Collaborate closely with internal departments, including client success, sales, product development, and technical teams, to ensure cohesive and aligned client service efforts.
Partner closely with product development and technical teams to manage bug volumes and continuously improve bug management processes.
Manage and optimize relationships with offshore partners, ensuring effective collaboration and adherence to service standards.
Conduct market analysis and oversee vendor selection processes, including identifying potential partners, evaluating solutions, negotiating contracts, and managing ongoing vendor relationships.
Team Management:
Provide strong and inspirational leadership to client support & training enablement team, fostering a culture of high performance, accountability, and continuous improvement.
Oversee recruitment, training, and development of team members to build a skilled and motivated workforce.
Manage on-call schedules and resource allocation to ensure consistent and reliable client support coverage.
Performance Monitoring and Reporting:
Develop and utilize KPI dashboards within Salesforce and other tools to monitor service performance and identify areas for improvement.
Prepare and present regular reports on service metrics, client feedback, and improvement initiatives to senior leadership.
Implement ongoing monitoring practices and conduct weekly reporting to track progress against strategic goals and objectives.
Knowledge, Experience, and Qualifications:
Bachelor’s degree in Business Administration, Management, or a related field.
7+ years of experience in client services management within a global SaaS environment, specifically overseeing support and training functions.
Proven track record of integrating and optimizing case management and support tools such as Salesforce, Intercom, Zendesk, and ServiceNow.
Demonstrated expertise in conducting market analysis and managing full-cycle vendor selection and partnership processes.
Experience in developing and executing comprehensive client onboarding and deployment strategies using platforms like GuideCX.
Strong background in creating and leading effective training programs leveraging tools such as LearnUpon and Intercom.
Exceptional leadership and team management skills, with the ability to inspire and drive high-performing, cross-functional teams.
Strong strategic thinking and problem-solving abilities, with a proactive approach to addressing complex challenges.
Excellent verbal and written communication skills, adept at collaborating with diverse stakeholders and articulating strategic visions.
Proficient in analyzing and utilizing performance metrics and KPIs to inform decision-making and drive service improvements.
Deep understanding of customer service best practices and a commitment to delivering exceptional, customer-centric experiences.
Highly organized and detail-oriented, capable of managing multiple projects simultaneously in a dynamic, fast-paced environment.
Tech-savvy with the ability to adapt to evolving technologies and tools effectively.
Familiarity with the QSR industry and restaurant operations is highly desirable.
Willingness and ability to travel as needed for client meetings and internal engagements.
LIFELENZ Values:
As an employee at LIFELENZ, you are expected to operate in line with our workplace values:
Customer Delight
Innovate & Simplify
Interconnected Teams
Act Like an Owner
Results Matter
Pursue Excellence
Join us today!
#J-18808-Ljbffr