Resourcive: Director, Client Services

Director, Client Services

Resourcive is an independent firm of telecom and IT experts and consultants. Our strategic approach helps businesses reduce the expense and complexity of their telecom and IT infrastructure. From audit to implementation, our proprietary vendor-agnostic approach is designed to optimize our client's technology investments by supporting companies in finding the right telecom/technology solutions for their business needs, at the right price, from the right vendor(s). We work primarily with Private Equity owned, high growth companies in the Mid-market and enterprise space.

We are seeking an experienced and driven Director of Client Services to oversee our implementation team and professional services area. The ideal candidate will possess strong leadership skills, a deep understanding of client service management, and a proven track record in professional services delivery. As a key member of our leadership team, you will play a critical role in ensuring the successful implementation of projects and driving the growth and profitability of our professional services department.

Key Responsibilities:

• Oversee the implementation team and professional services area, ensuring that all projects are delivered on time, within scope, and to the highest quality standards.
• Provide strategic direction and leadership to the teams, fostering a culture of excellence, collaboration, and continuous improvement.
• Manage the P&L for the professional services department, ensuring financial targets are met and driving profitability through efficient operations and effective resource management.
• Write and manage Statements of Work (SOW) for professional services projects, ensuring clarity, accuracy, and alignment with client expectations.
• Manage the staffing of professional services projects with both internal resources and 1099 contractors, ensuring optimal utilization and project success.
• Develop and manage a network of delivery partners to support the professional services department, ensuring a reliable and scalable pool of resources to meet project demands.
• Build and maintain strong relationships with clients, acting as the primary point of contact for major projects and ensuring client satisfaction through exceptional service delivery.
• Proactively address client concerns and issues, ensuring prompt resolution and maintaining a high level of client trust and loyalty.
• Identify opportunities for process improvements and implement best practices to enhance the efficiency and effectiveness of the implementation and professional services teams.
• Utilize data and analytics to drive decision-making and optimize performance.

Qualifications/Experience:

• Minimum of 10 years of experience in client service management, with at least 5 years in a leadership role within the telecom or IT consulting industry.
• Proven experience in managing professional services delivery, including writing SOWs, project management, and resource allocation.
• Demonstrated success in managing P&L and driving the profitability of a professional services department.
• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Strong understanding of telecom and IT consulting services, including implementation and professional services delivery.
• Excellent leadership, communication, and interpersonal skills.
• Strategic thinker with strong analytical and problem-solving abilities.
• Ability to build and maintain strong client relationships.
• Experience with financial management and budgeting.
• Proficiency in using technology and software tools to drive operational efficiency.

Hours: Monday to Friday 8:30 to 5:30* depending on travel

Compensation:

• Base Salary- $100-130K based on experience
• Variable compensation program with On Target Earnings (OTE) ~200% of base salary, Total Comp Range $200-250K (uncapped)
• While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 10 paid company holidays.

ScanSource, Inc. is an Equal Opportunity Employer EOE/M/F