Director of Client Delivery

MarketStar•Salt Lake City, UT

1d•Onsite

About The Position

The Director of Client Services is responsible for the strategic leadership, operational oversight, and financial performance of one or more client programs. This role serves as the primary executive point of contact for client stakeholders and is accountable for driving client satisfaction, revenue growth, operational excellence, and employee engagement. The ideal candidate is a proven leader with deep experience managing complex client relationships, leading large teams, and delivering measurable business outcomes. This individual balances strategic planning with operational execution while fostering strong client partnerships and creating a culture of accountability, collaboration, and performance.

Requirements

5+ years of experience in client services, sales leadership, business operations, customer success, or related functions.
Experience managing managers and large client-facing teams.
Demonstrated success leading business growth, operational excellence, and organizational performance initiatives.
Experience managing program budgets, forecasting, and financial performance.
Experience and demonstrated success managing multiple sales teams with various levels of leadership or lines of business; B2B, SaaS, or FinTech sales preferred.
Strong history of creating and managing projects from scope to completion.
Experience managing statements of work and successfully managing contract negotiations at the executive level.
Track record of attaining and exceeding KPI performance expectations.
Prior experience with forecasting and budget management rolling up to a P&L.
Experienced and comfortable leading teams of 100+ people.
Proven expertise in developing talent to achieve peak performance and facilitate the career growth of others.
Familiarity in creating & presenting business reviews and strategic retention and growth plans to clients and senior leadership.
Experience engaging with and presenting to senior leadership levels.
Ability to develop, articulate and execute strategic plans which incorporate program level data and market level insights on sales process and best practices.
Experience managing client expectations and priorities alongside MarketStar’s initiatives and partner relationships.

Nice To Haves

Bachelor's Degree, M.B.A., or certifications is a plus

Responsibilities

Serve as the executive sponsor and primary strategic contact for assigned client partnerships.
Build and maintain strong relationships with client executives and key stakeholders.
Ensure client expectations, service level agreements (SLAs), and business objectives are consistently achieved or exceeded.
Develop strategic growth plans that increase program value, client satisfaction, and long-term partnership success.
Lead executive business reviews and provide strategic recommendations that support client goals.
Proactively identify risks, challenges, and opportunities while driving effective solutions.
Develop and execute business strategies that drive revenue growth, client retention, and program expansion.
Identify opportunities to expand service offerings, improve operational effectiveness, and strengthen client relationships.
Partner with executive leadership to align client strategies with organizational goals.
Support new business opportunities, solution development, and growth initiatives.
Lead strategic planning efforts and ensure successful execution of organizational priorities.
Provide oversight for day-to-day program operations while ensuring consistent delivery against performance goals.
Establish operational objectives, KPIs, and performance standards.
Monitor program health, operational effectiveness, quality metrics, and customer experience outcomes.
Drive process improvement initiatives that increase efficiency, scalability, and business performance.
Ensure compliance with company policies, client requirements, and contractual obligations.
Promote a culture of continuous improvement and operational excellence.
Own program P&L performance, budgeting, forecasting, and financial planning activities.
Monitor revenues, expenses, profitability, and resource allocation.
Ensure operational performance aligns with financial objectives and budget expectations.
Identify opportunities to improve margin performance while maintaining service quality.
Partner with Finance and executive leadership on business planning initiatives.
Lead, coach, and develop managers and leadership teams responsible for client delivery and operational success.
Establish performance expectations, succession plans, and talent development strategies.
Conduct performance reviews and provide ongoing coaching and feedback.
Foster a culture of accountability, inclusion, employee engagement, and professional growth.
Build organizational capability through leadership development and workforce planning initiatives.
Ability and willingness to travel periodically as needed to fulfill job responsibilities.