Director, Client Experience (MS)

ACA Group•Durham, NC

About The Position

This role is responsible for building and leading the Client Experience function for Managed Services’ most strategic clients. The Director, Client Experience, will stand up and lead a team of consultants aligned to core service lines, ensuring seamless onboarding, strong client relationships, and a consistent, high-quality experience across delivery. This role sits at the intersection of client, delivery, and commercial teams. It requires both strategic relationship management and hands-on coordination to ensure services are delivered effectively and opportunities for growth are identified and realized.

Requirements

Bachelor’s degree
Minimum of eight (8) years of experience in client experience, account management, or service delivery leadership
Proven track record of managing large strategic accounts and leading high-performing teams

Nice To Haves

Experience managing large, complex client relationships in a services environment
Experience building or scaling client-facing teams
Strong ability to operate across multiple service lines or product areas
Proven ability to identify and drive account growth opportunities
Strong stakeholder management skills, both client-facing and internal
Ability to bridge commercial, delivery, and operational perspectives
Strong problem-solving skills and ability to navigate complex client situations
Experience working in fast-paced, evolving environment

Responsibilities

Build and Lead the Client Experience Function
Stand up and lead a team of Client Experience consultants aligned to key service lines
Define the role, responsibilities, and operating model for the CX team
Establish standards for client engagement, communication, and escalation
Own Client Onboarding & Experience
Oversee onboarding of strategic clients, ensuring alignment between client expectations and delivery capabilities
Ensure a consistent, high-quality experience across all service lines
Act as the first point of escalation for complex or high-impact client issues
Client Relationship Management
Build and maintain strong relationships with senior client stakeholders
Serve as a strategic partner to clients, understanding their priorities and aligning services accordingly
Ensure regular, structured communication and transparency with clients
Drive Account Growth
Identify opportunities to expand services within existing clients
Partner with Product, Commercial, and Delivery teams to shape new offerings based on client needs
Translate client feedback and gaps into actionable opportunities
Bridge Client and Delivery
Work closely with analysts and delivery teams to ensure client expectations are understood and met
Ensure alignment across service lines to deliver integrated solutions
Address breakdowns in delivery that impact client experience
Measure and Improve Experience
Define and track key client experience metrics (e.g., satisfaction, retention, turnaround times)
Identify trends and drive improvements to enhance client outcome