DIRECTOR OF CLIENT SERVICES JOB DESCRIPTION

JOB SNAPSHOT

Title:          Director of Client Services
Location:         Scottsdale AZ
Employee Type:         Full-Time
Industry:         HRIS, Computer Software
Manages Others:     Yes
Job Type:         Client Services Team Management, Relationship Building, Project Management, Software System knowledge and troubleshooting
Education:          4-Year Degree
Experience:         3-7+ years of Benefits, Human Resources, Payroll and/or Software support background

 

DESCRIPTION
Infinity Software Solutions, Inc. is a dynamic company on a mission to provide the most comprehensive and effective HRIS client solution available. The InfinityHR system represents the marriage of technological expertise and years of Human Resources software and benefits administration experience, providing our clients with a better solution for HR processes, benefits enrollment and benefits administration. InfinityHR is the flagship product of Infinity Software Solutions, Inc. demonstrating the company’s ability to combine business know-how and technology into the best software tools in the HRIS market. Our employees are a critical part of an organization.  We pride ourselves on maintaining the highest level of integrity. We have the same high expectations for our employees.
The Director of Client Services is a seasoned client services professional with strong project management skills who is an expert at putting an organization’s resources to work on client-facing interactions and initiatives. Ideally, this professional has been in the trenches for several years and has strong experience, working up to a leadership position. This position will need to know how projects – as well as how teams – succeed. Making the big picture a reality for any sort of assignment or engagement is a critical element of this role.   This position should be able to effortlessly work with a variety of personality types, and uses strong emotional intelligence in all situations in order to quickly assess, diffuse and encourage strong client relationships.
The Director of Client Services will translate company strategy to set and manage the client services team strategic and tactical plans that will measurably increase its maturity. This is an opportunity to develop an evolving department into a strong and dynamic team. The successful candidate will have to identify and implement metrics, dashboards, and communication channels to keep all levels of the company informed on your department’s progress. Additionally, this role will be responsible for determining the exact indicators of client service delivery success.
InfinityHR company core values must be a priority for all IHR employees:
•    Family
•    Innovation of Technology & Thought
•    Ambition
•    Accountability

GENERAL JOB REQUIREMENTS
•    Analytical skills and demonstrated strong business acumen to effectively interpret and anticipate needs of the partners and direct clients
•    Proven sound judgment and the ability to make reasonable decisions in the absence of direction
•    Interaction and relationship with a wide assortment of personality types and communication styles
•    Experience leading diverse teams (i.e., multiple domains, across geographies, potential partners involved) to deliver integrated client solutions that achieve measurable business results for our clients;
•    Experience with developing and implementing a Client Service Delivery model through various levels of maturity and skill level within a team
•    Experience with managing career development of account managers through responsible delegation, inclusion and guidance
•    Demonstrated proficiency in project management with a focus on optimization, and identification and development of key service metrics
•    Business-focused with a solid understanding of professional services with a consultative approach
•    Experience soliciting and implementing process improvement based on feedback from multiple stakeholders, including considerations for process change management, communications management, and business prioritization
•    Strong financial literacy and analysis skills to take on and direct various projects on an as-needed basis
•    Establishes and maintains relationships with client's senior leadership team and communicates status and issues regularly
•    Recommends talent to executive leadership based on interviews to verify qualifications and determine corporate culture alignment.
•    Contributes as part of the leadership team to plan and implement corporate strategies and achieve corporate objectives.
•    Familiarity with Zendesk and TFS preferred
•    Other Duties as Assigned

QUALIFICATIONS
•    Benefits, Human Resources, and Payroll experience highly preferred.
•    3+ years experience in a client services delivery leadership position, effectively managing and developing teams
•    6+ years in Client Services within a SaaS organization, preferably in the HCM field
•    Experience in combined project management, resource management, and portfolio management
•    Bachelor’s degree in Business, Technology, or related field
•    Master’s degree (or MBA) in Business, Technology, or related field preferred
•    Possesses strong Microsoft Office proficiency
•    Must have strong written and oral communication skills with the ability speak comfortably in front large groups including, full staff meetings, leadership team presentations, partner forums, conference seminars, etc.
•    Possess strong HR software system knowledge preferred
•    Candidates must be located in the Phoenix area.
EOE and Drug-Free Workplace