Director, Client Experience

Are you ready to make an impact? Join Integris, where integrity meets innovation! Be part of a team that’s redefining IT services by leading with “People First”.

Integris is a leading IT solutions provider, offering high-touch services that clients love. Our team of highly experienced local professionals delivers best-in-class solutions, including dedicated vCIOs, specialized security and compliance advisory services, and a 24/7 help desk. As we rapidly expand across the country, both organically and through partnerships with like-minded managed IT service providers (MSPs), we remain committed to identifying the best talent available to play a crucial role in transforming IT services for our clients.

Job Summary

The Director, Client Experience (DCX) is responsible for shaping and enhancing the overall client experience for our customers who rely on our managed IT solutions. The DCX is a visionary leader who can drive client satisfaction, build lasting relationships, grow revenue, and ensure the seamless delivery of IT services.

Job Responsibilities

• Collaborate with leadership and internal stakeholders to execute the customer experience strategy, ensuring alignment with the overall goals and objectives of the business.
• Act as a strategic partner, offering insights and recommendations to optimize the use of our managed IT services and consultative services.
• Direct the account management function, ensuring that client accounts are strategically managed, relationships are nurtured, and revenue growth opportunities are maximized.
• Build strong relationships with key client stakeholders to understand their strategic goals, track and communicate progress toward those goals, and identify opportunities for expansion; proactively identify and address customer challenges to mitigate churn risks.
• Track key performance indicators (KPIs) including customer satisfaction, CSAT surveys retention rates, and upsell opportunities.
• Stay current on industry best practices and emerging technologies; make recommendations as necessary for innovation, client satisfaction, and competitive edge.
• Lead, mentor, and grow a dynamic team in achieving key performance indicators and client satisfaction goals.
• Foster a culture of excellence, accountability, and customer-centricity within the team.
  
  

Job Qualifications

• Provide coaching and development opportunities to ensure team members thrive in their roles.
• Proven leadership experience in account management, client experience or customer success within the IT services or managed services sector.
• Deep understanding of customer success best practices, methodologies, and trends
• Demonstrated success in developing and implementing client experience strategies for managed IT services.
• Strong analytical and problem-solving skills, leveraging data to make informed decisions.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders.
• Leadership experience in managing and developing high-performing teams.
• Demonstrated passion for the customer
• Strong analytical mindset to make data-driven decisions
• Excellent communication and presentation skills; proven ability to communicate effectively with both technical and non-technical customers
• Ability to influence through persuasion, negotiation, and consensus building, and able to navigate complex customer relationships
• Natural and creative problem-solver
  
  

At Integris, we value our team members and offer comprehensive benefits, including:

• Medical, Dental, and Vision Insurance
• 401K Retirement Plan
• Minimum 4 Weeks of Paid Time Off (PTO)
• Birthday PTO
• Paid Holidays
• Paid Time Off for Volunteering
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Supplemental Insurance
• Employee Assistance Program
  
  

Join us in shaping the future of IT services while making a positive impact on our clients and communities.

Integris is an equal opportunity employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, familial status, disability, genetic information, or any other protected class under applicable federal, state, and local laws.