Director of Client Experience

Smart AutoCare • Richardson, TX

16d

About The Position

The Director of Client Experience is a pivotal leadership role responsible for steering the team that serves as the heartbeat of our client support services . This individual will act as the primary strategic liaison between our customers, field agents, dealerships, and the internal claims department. The Director is responsible for ensuring a seamless, high-quality client journey while driving operational efficiency and supporting revenue growth through team development.

Requirements

• Bachelor’s degree in business administration or related field
• 5+ years of experience in client experience, client services, account management or related field
• Proven track record of managing, coaching and mentoring direct reports
• Exceptional verbal and written communication skills with an aptitude for negotiation
• Strong ability to investigate, evaluate and recommend actions based on logic and data interpretation
• Demonstrated ability to manage multiple high-priority tasks simultaneously in a fast-paced environment
• Expert command of Microsoft Office and the ability to verify and maintain complex data records

Responsibilities

• Directs and mentors the Client Experience team, fostering a culture of high performance, empathy and professional growth
• Serves as the critical bridge between customers, agents, dealerships and the claims department to ensure organizational alignment and service continuity
• Establishes and enhances high-level relationships with key clients and dealerships creating tailored plans to address their specific business needs
• Collaborates cross functionally with internal teams to ensure a seamless experience that directly supports a consistent and premium client experience
• Trains and advises the team on the expert use of ProfitTrack and other internal systems to drive efficiency
• Partners with the sales team to identify up-sell and cross-sell opportunities, training the team to execute these initiatives as value added solutions
• Develops, tracks and reports on KPIs to measure success and identify areas for improvement
• Analyzes the data provided by KPIs and customer feedback to gain insight to make data-driven decisions for improvement
• Acts as senior escalation point for complex complaints or high-stake issues with logic and diplomacy

What This Job Offers

• Job Type: Full-time
• Career Level: Director