Director of Client Experience (Service Delivery)

Leapfrog Services, Inc.•Brookhaven, GA

just now•$125,000 - $150,000•Onsite

About The Position

Leapfrog Services is seeking a Director of Client Experience (Service Delivery) to lead the client-facing service organization within our MSP/MSSP environment. This Director-level role is responsible for ensuring clients consistently experience Leapfrog as responsive, proactive, and easy to work with, while establishing the standards and structure that guide our client engagement and service delivery. The position provides leadership across our Service Delivery and Account Management functions, ensuring strong communication, clear expectations, and consistent service outcomes throughout the client lifecycle. Reporting to the COO, this role partners closely with Technical Operations leadership to ensure strong coordination between service teams and engineering teams while maintaining a high-trust client experience. If you are a relationship-driven leader who excels at building executive client relationships, leading service organizations, and improving client engagement at scale, this role offers meaningful impact within a stable, growth-focused organization.

Requirements

8+ years of leadership experience in service delivery, client experience, account management, or client-facing technology services.
Experience working within an MSP, MSSP, or other multi-client service environment.
Demonstrated success building trusted relationships with executive client stakeholders.
Strong leadership, communication, and escalation management capabilities in client-facing service organizations.

Nice To Haves

Familiarity with ITIL or service management frameworks
Experience translating technical outcomes into business value for clients
Leadership experience managing account management or service delivery teams

Responsibilities

Lead Client Experience & Service Delivery
Provide leadership across Leapfrog’s Service Delivery and Account Management functions.
Establish clear standards for responsiveness, communication, and service accountability.
Ensure clients consistently experience Leapfrog as proactive, responsive, and easy to work with.
Strengthen Executive Client Relationships
Build trusted relationships with client leadership including Director and C-level stakeholders.
Lead complex client escalations with professionalism and clarity.
Ensure expectations remain aligned between Leapfrog teams and client leadership.
Demonstrate Value & Client Alignment
Translate service outcomes into clear business value for clients.
Ensure clients understand the impact of Leapfrog services on reliability, security, and operational stability.
Drive consistent communication around service performance and client health.
Lead & Develop Client-Facing Teams
Coach and mentor leaders responsible for service delivery and account management functions.
Promote professionalism, accountability, and strong client advocacy across teams.
Ensure consistent service standards across client-facing teams.
Collaborate Across the Organization
Partner closely with Technical Operations leadership to ensure strong coordination between service delivery and engineering teams.
Work with executive leadership to strengthen long-term client relationships.
Ensure client feedback informs continuous service improvements.

Benefits

Competitive salary range of $125,000–$150,000 annually
Medical, dental, and vision insurance
HSA plan with company contribution
401(k) with company match
Company-paid life and disability insurance
Paid time off, paid holidays, and birthday off
Telemedicine and virtual mental health support available from day one
Professional development support (certifications, training, industry memberships)
Milestone anniversary rewards and long-term service recognition
A collaborative, in-office environment in Atlanta