Resourcive: Director, Client Services

Who we are:

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.

Primary Functions/Responsibility

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

Leadership and Management:


* 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.

Profit and Loss (P&L) Management:


* Manage the P&L for the professional services department, ensuring financial targets are met and driving profitability through efficient operations and effective resource management.

Project and 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.

Partner Network Development:


* 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.

Client Engagement:


* 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.

Process Improvement:


* 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

Experience


* Minimum of 10 years of ex...