Director of Client Services

Secur-Serv is a leading managed services provider of IT print and hardware services with a security focus at the core of every service. Secur-Serv provides nationwide on-site service to businesses of every size focusing on the financial manufacturing transportation and healthcare industries.

Secur-Serv is headquartered in Omaha NE and able to service our customers throughout the continental United States and Canada.

Why Secur-Serv
Join Secur-Serv because we are committed to professional and personal growth working with employees to develop a defined career path and helping them achieve their career goals with internal and external training and tuition reimbursement. We empower our employees to innovative and be a part of solutions that improve processes systems and transformation. We recognize and provide an environment where each and every employee can make an impact.

• We have a generous benefits package for our regular full-time employees which includes a copay medical plan option HSA medical plans with employer contributions to your HSA Account dental vision company-paid life insurance and company-paid short- and long-term disability coverage.
• Plan for your future with Secur-Servs 401K savings plan with a generous company match. You are vested on your first day of eligibility in the plan.
• Participate in our wellness program to improve your health and earn a discount on your health insurance premiums.
• Explore new education opportunities with our Tuition Reimbursement Plan which covers up to $5250.
• Utilize our company-paid LinkedIn Learning subscription or certification programs to develop your skills and advance your career.

This is a remote work-from-home position and all qualified candidates are encouraged to apply in the continental U.S. with the exception of candidates from Colorado California Washington Maryland Hawaii New York Maine Illinois Minnesota or New Jersey.


POSITION SUMMARY
The Director of Client Services will lead a team of Technical Account Managers (TAMs) to ensure the successful delivery of our managed services. This role is responsible for overseeing client relationships ensuring client satisfaction and driving the strategic direction of the Technical Account Management team. The position requires a strong technical background excellent leadership skills and a passion for customer success.

ESSENTIAL RESPONSIBILITIES

• Team Leadership:
  • Lead and manage a team of Technical Account Managers providing guidance mentorship and performance evaluations..
  • Develop and implement strategies to enhance client satisfaction and retention.
  • Serve as the primary point of contact for key clients addressing their technical needs and ensuring their success with our services.
  • Collaborate with sales marketing and product teams to align client needs with our service offerings.
  • Oversee the development and execution of client account plans ensuring alignment with client goals and objectives.
  • Monitor and report on key performance metrics identifying areas for improvement and implementing corrective actions.
  • Stay current with industry trends and best practices to continuously improve our service delivery.
  • Manage escalations and resolve complex technical issues in a timely and effective manner.
  • Foster a culture of continuous improvement and innovation within the Technical Account Management team.
  • Collaborate with ELT to develop vision.
  • Works with the Implementation/Professional Services team to ensure smooth transition of new customers and projects.
  • Coordinate withthe People Department to determine appropriate disciplinary actions as appropriate.
  • Perform special projects as needed.
• Customer Retention and Satisfaction:
  • Manage the team focused on customer retention satisfaction and growth.
  • Develop strategies to proactively address customer needs resolve issues and enhance overall satisfaction.
  • Regularly engage with key stakeholders to understand their pain points and identify opportunities for improvement.
• Strategic Business Reviews (SBRs):
  • Drive the team to conduct quarterly Strategic Business Reviews (SBR) with clients to assess their satisfaction identify areas for improvement and explore upsell opportunities.
  • Collaborate with account managers and sales teams to present SBRfindings and propose additional services.
    

REQUIREMENTS

• Bachelors degree in a relevant field (e.g. Business IT Engineering).
• Minimum 5 years of proven experience in managing customer success or account management teams.
• Strong understanding of IT services solution engineering and customer relationship management.
• Excellent communication negotiation and problem-solving skills.
• Ability to thrive in a fast-paced dynamic environment.
• Significant autonomous decision-making authority
• Advanced interpersonal presentation communication and positive leadership skills
• Proficient in time management prioritizing and multi-tasking
• Proficient in MicrosoftOffice (M365) IT services management platforms (PSA CPQ RMM)
  

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other characteristic protected by law.

Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our People Department by emailing emailprotected or calling 402.697.3039.

EEO is the law. To review your rights under Equal Employment Opportunity please visit: