Director of Client Experience

Richardson, TX - USA

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Department:

Client Experience

Job Summary

Job Title: Director of Client Experience	Department: Client Experience
Pay Grade:	Overtime Eligibility: Exempt	Date: February 2026
Job Summary:
The Director of Client Experience is a pivotal leadership role responsible for steering the team that serves as the heartbeat of our client support services. This individual will act as the primary strategic liaison between our customers field agents dealerships and the internal claims department. The Director is responsible for ensuring a seamless high-quality client journey while driving operational efficiency and supporting revenue growth through team development.
Minimum Qualifications:
Education	Bachelors in business administration or related field
Experience	5 years of experience in client experience client services account management or related field
Licensure Certification and/or Registration
Supervision Exercised	Direct Indirect N/A
Typical Positions Supervised	Business Development Managers Client Success Manager
Primary Job Functions
Directs and mentors the Client Experience team fostering a culture of high performance empathy and professional growth Serves as the critical bridge between customers agents dealerships and the claims department to ensure organizational alignment and service continuity Establishes and enhances high-level relationships with key clients and dealerships creating tailored plans to address their specific business needs Collaborates cross functionally with internal teams to ensure a seamless experience that directly supports a consistent and premium client experience Trains and advises the team on the expert use of ProfitTrack and other internal systems to drive efficiency Partners with the sales team to identify up-sell and cross-sell opportunities training the team to execute these initiatives as value added solutions Develops tracks and reports on KPIs to measure success and identify areas for improvement Analyzes the data provided by KPIs and customer feedback to gain insight to make data-driven decisions for improvement Acts as senior escalation point for complex complaints or high-stake issues with logic and diplomacy
Skills & Competencies Required
Bachelors degree in business administration or related field 5 years of experience in client experience client services account management or related field Proven track record of managing coaching and mentoring direct reports Exceptional verbal and written communication skills with an aptitude for negotiation Strong ability to investigate evaluate and recommend actions based on logic and data interpretation Demonstrated ability to manage multiple high-priority tasks simultaneously in a fast-paced environment Expert command of Microsoft Office and the ability to verify and maintain complex data records

Required Experience:

Director

Job Title: Director of Client ExperienceDepartment: Client ExperiencePay Grade:Overtime Eligibility: ExemptDate:February 2026Job Summary:The Director of Client Experience is a pivotal leadership role responsible for steering the team that serves as the heartbeat of our client support services. Thi...

Job Title: Director of Client Experience	Department: Client Experience
Pay Grade:	Overtime Eligibility: Exempt	Date: February 2026
Job Summary:
The Director of Client Experience is a pivotal leadership role responsible for steering the team that serves as the heartbeat of our client support services. This individual will act as the primary strategic liaison between our customers field agents dealerships and the internal claims department. The Director is responsible for ensuring a seamless high-quality client journey while driving operational efficiency and supporting revenue growth through team development.
Minimum Qualifications:
Education	Bachelors in business administration or related field
Experience	5 years of experience in client experience client services account management or related field
Licensure Certification and/or Registration
Supervision Exercised	Direct Indirect N/A
Typical Positions Supervised	Business Development Managers Client Success Manager
Primary Job Functions
Directs and mentors the Client Experience team fostering a culture of high performance empathy and professional growth Serves as the critical bridge between customers agents dealerships and the claims department to ensure organizational alignment and service continuity Establishes and enhances high-level relationships with key clients and dealerships creating tailored plans to address their specific business needs Collaborates cross functionally with internal teams to ensure a seamless experience that directly supports a consistent and premium client experience Trains and advises the team on the expert use of ProfitTrack and other internal systems to drive efficiency Partners with the sales team to identify up-sell and cross-sell opportunities training the team to execute these initiatives as value added solutions Develops tracks and reports on KPIs to measure success and identify areas for improvement Analyzes the data provided by KPIs and customer feedback to gain insight to make data-driven decisions for improvement Acts as senior escalation point for complex complaints or high-stake issues with logic and diplomacy
Skills & Competencies Required
Bachelors degree in business administration or related field 5 years of experience in client experience client services account management or related field Proven track record of managing coaching and mentoring direct reports Exceptional verbal and written communication skills with an aptitude for negotiation Strong ability to investigate evaluate and recommend actions based on logic and data interpretation Demonstrated ability to manage multiple high-priority tasks simultaneously in a fast-paced environment Expert command of Microsoft Office and the ability to verify and maintain complex data records