Key Responsibilities
- Lead and manage the Client Services organization across all product lines
- Establish and monitor service-level agreements (SLAs), KPIs, and customer satisfaction benchmarks
- Define and implement scalable support processes, ticketing workflows, escalation protocols, and documentation standards
- Report on monthly and annual trends in support volumes, resolution times, client retention, and resource needs
- Collaborate with R&D to ensure timely resolution of escalated issues and integration of customer feedback into the roadmap
- Develop and maintain support training programs, knowledge bases, and onboarding plans for both staff and clients
- Attend and contribute to senior leadership meetings to support company-wide strategy and planning
- Represent Client Services at internal and external conferences, customer summits, and webinars
- Promote a culture of continuous improvement, accountability, and client advocacy
- Partner with Sales and Account Management to support renewals, expansions, and onboarding of new clients
- Analyze support trends to identify root causes and systemic opportunities for improvement
- Contribute to strategic planning, resource forecasting, and annual budgeting for the Client Service and Professional Services department
- Participate in financial forecasting and adjusted forecasts on a routine schedule
- Monitor and manage customer attrition
- Serve as a customer escalation point across all product lines
Required Qualifications
- 7+ years of experience in client services, customer support, or success—preferably in a software/SaaS or government technology environment
- 3+ years of experience leading high-performing support or service teams
- Demonstrated success implementing scalable processes and technology to improve service delivery
- Strong data analysis skills and comfort using KPIs and forecasting to drive decision-making
- Experience supporting multiple product lines or complex product ecosystems
- Excellent communication, leadership, and interpersonal skills
- Familiarity with CRM tools such as Salesforce, Zoho, HubSpot, or similar
- Comfortable appearing on camera for internal presentations, customer webinars, or training sessions