Director of Client Services

Alcott HR•Buffalo, NY

4d•$110,000 - $140,000

About The Position

Alcott HR is seeking a strategic and forward-thinking Director of Client Services to lead and evolve the client service function within our PEO (Professional Employer Organization). This role is responsible for enhancing the overall client experience across our co-employment model, strengthening controllable retention, and building scalable service processes that support long-term growth. As a key member of our leadership team, the Director of Client Services will proactively implement initiatives that elevate service delivery across HR, benefits, payroll and operations. Additionally, they will partner closely with our team of client-facing HR Business Partners who serve as the primary relationship owners for our SMB clients. This leadership role requires a strong understanding of the PEO service model, operational excellence, client relationship expertise, and the ability to drive change across departments. This is an exciting opportunity to influence and elevate our client services function while developing and mentoring a high-performing team of client-facing professionals. The right leader will drive meaningful changes, strengthen accountability, and shape the overall client experience for Alcott HR's valued customers.

Requirements

5+ years of leadership experience in client services, account management, or HR consulting, preferably within a PEO, HCM, or outsourced services environment.
Demonstrated success in improving client retention and service performance metrics.
Experience leading or developing client-facing teams (HR Business Partners, Account Managers, Client Service Managers, etc.).
Strong understanding of HR operations, employment practices, benefits, payroll, and compliance within a multi-client environment.
Proven ability to identify systemic issues and implement scalable solutions.
Highly analytical with strong business acumen.
Exceptional communication and relationship management skills.

Responsibilities

Develop and execute a proactive client service and retention strategy focused on measurable outcomes.
Identify leading indicators of client dissatisfaction and implement preventative action plans.
Partner with leadership to analyze retention trends, loss reasons, and client feedback to improve controllable retention.
Design scalable service models that support growth while maintaining high-touch client support.
Evaluate and enhance the structure, processes, and tools within the client service function.
Establish service standards and accountability metrics across teams.
Coach and support HR Business Partners in strengthening consultative client relationships
Serve as a strategic partner to all Alcott HR departments to ensure cohesive service- delivery.
Escalate and resolve complex client issues with a solutions-oriented and business-minded approach.
Drive internal communication and alignment to improve response times and service consistency.
Lead client service process improvement initiatives
Implement tools and reporting mechanisms to enhance visibility into client health and engagement.
Champion a culture of accountability, responsiveness, and continuous improvement.