Client Services Director

SGS•Remote, REMOTE

14h•$146,800 - $170,000•Remote

About The Position

The Director, Client Services is a key leadership role responsible for the strategic health, retention, and growth of a major client portfolio across the North American laboratory network for the assigned business. The role serves as the primary bridge between key clients and laboratory operations, leading client-facing teams to deliver seamless service, technical communication, and proactive account management. It drives efficiency and standardizes processes throughout the service delivery lifecycle, requiring change management expertise to champion initiatives, align teams, and support organizational adoption. This is a remote position requiring travel upwards of 50% of the time. The role works with the VP to set client service strategy and targets, oversees teams and service processes across the laboratory network, and supports growth, quality, regulatory compliance, and customer satisfaction.

Requirements

Bachelor’s degree or equivalent in a related discipline.
At least 10 years of experience managing customer relations or sales.
Ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
Excellent verbal and written communication and interpersonal skills.
Excellent analytical, reasoning, and problem-solving skills.
Ability to develop and deliver presentations and communicate effectively at all organizational levels.
Ability to communicate with officials at all levels of business and government and work effectively with diverse constituencies.
Ability to translate strategy into action.
Ability to analyze and interpret regulatory requirements affecting the service portfolio to support laboratories and clients.
Strong ability to motivate teams and lead through influence.
Ability to build high-performance teams, promote collaboration, and develop others.
Self-motivation.
Ability to work under pressure and challenge the status quo.
Ability and willingness to solve problems pragmatically and compliantly.
Ability to foster innovation.
Intermediate proficiency with MS Office applications, including Word, Excel, and PowerPoint.

Nice To Haves

Previous environmental laboratory experience.

Responsibilities

Direct, coach, and support Client Service teams across the laboratory network, fostering a proactive, solution-oriented customer service culture.
Identify and capture organic upselling, cross-selling, and wallet-share expansion opportunities within the existing client portfolio.
Act as the strategic liaison and ultimate escalation point for conflict resolution; provide and support Corrective and Preventive Action Plans (CARs) and communicate them to customers.
Lead standardization and continuous improvement of Client Services processes and workflows across the laboratory network.
Define Client Service strategy, targets, and measurable KPIs for the segment in conjunction with the VP.
Develop and ensure harmonized client service processes as the segment grows organically and through acquisitions.
Lead functional Client Services work for rollout of new systems and technology, including digital client enablement and training on external-facing tools.
Direct and mentor Project Manager Assistants and Client Success teams to deliver project objectives and final deliverables on time, including automated uploads to client-specific portals.
Standardize and oversee internal and external subcontracting workflows, ensuring operational consistency, regulatory compliance, and management of strategic vendors across the network.
Maintain ongoing contact with existing clients, implement support processes, and build relationships with new clients.
Coordinate and handle client complaints and claims with relevant business partners, including legal, sales, technical experts, and management.
Ensure team accountability to quality and integrity standards, SGS QM standards, the Code of Integrity, applicable legislation, and HSE requirements.