Senior Director of Client Experience

Job Description

Job Description

Description:

LCvista is a dynamic and innovative company dedicated to transforming how firms navigate their learning and compliance landscapes. With a mission to bring clarity, understanding, and efficiency to these critical processes, we empower organizations to achieve their goals with confidence and ease. Guided by our core values of Integrity, Continuous Improvement, and Collaboration, we foster a culture where creativity and teamwork drive impactful solutions. At LCvista, we don’t just provide a service; we create a partnership that fuels growth and success for our clients and our team. Join us to help shape the future of learning and compliance!

The Senior Director of Client Experience leads the strategy, relationship management, and continuous improvement of the managed services client experience at Spiirall by LCvista. This role oversees the Directors of Client Strategy and Learning Success team, ensuring clients receive proactive guidance, exceptional service, and measurable business impact throughout their partnership journey. In addition to leading the client experience strategy and team, this individual will directly serve a portfolio of clients in the role of Director of Client Strategy, serving as our clients’ outsourced L&D Director providing strategic consulting, relationship management, and talent development guidance. The Senior Director of Client Experience is responsible for developing scalable client success practices, strengthening team performance, improving retention and expansion opportunities, and ensuring Spiirall remains an indispensable partner to every managed services client.

This role collaborates closely with the Vice President of Learning Operations and cross-functional teams to ensure a seamless and consistent client experience across all stages of the client journey. Success in this role requires the rare ability to balance strategic client leadership with operational excellence—creating extraordinary client outcomes while building scalable processes that enable long-term growth.

Your time will be focused on the following areas (time percentages are estimates and will adjust based on client need):

· 20% invested in Team Leadership & Client Experience Strategy

· 30% invested in Client Management activities.

· 20% invested in Client Administration

· 15% invested in the delivery of training and/or consulting projects

· 15% invested in additional responsibilities and administrative tasks to include professional development, team meetings, time off, etc.

What you'll be doing:

Team Leadership & Client Experience Strategy

· Lead, coach, and develop the managed services client delivery team to ensure a consistent, high-quality managed services client experience.

· Design, refine, and oversee the managed services client journey, establishing clear service expectations, accountability measures, and best practices across client-facing teams.

· Provide oversight of team performance, capacity planning, professional development, and client relationship effectiveness to support strong client outcomes and retention.

· Partner cross-functionally with the Vice President of Learning Operations and internal leaders to align client experience strategies with operational priorities and organizational goals.

· Support hiring, onboarding, performance management, and career development initiatives for client-facing team members.

· Monitor client engagement, retention, and growth trends and contribute to strategic initiatives that strengthen long-term client partnerships and organizational growth.

Client Relationship Management and Retention

· Act as guide and interpreter, helping firms to visualize and quantify their goals (what they want or need and why), and then serving as the translator and facilitator, advising clients how to capitalize on Spiirall by LCvista products and services to meet their goals.

· Ensure clients capitalize on the services provided; and they recognize the value of the outcomes we provide.

o Update clients on learner content utilization and learning plan progress, provide insight to help increase usage where beneficial.

o Advise clients on the complete Spiirall Client Experience. Assist clients to quantify learning values, accountability measures, and internal communication plans to experience maximum ROI on their investment in managed services.

o Monitor content utilization data, use data to proactively inform clients of themes and trends.

· Collaborate with team members to oversee Talent Maximization Team (TMT) processes, procedures, and assignments.

o Ensure the TMT provides the support needed to address client needs and exceeds expectations whenever possible.

o Initiate client feedback and use client feedback to drive improvements where needed.

o Ensure successful communication across members of internal and client teams.

o Monitor project progress (learning plans, consulting projects, training days, etc.) when collaborating with internal team members to ensure we meet deadlines and exceed client expectations.

· Provide thought leadership to support clients through conferences, articles, social media posts and webinars.

· Provide an exceptional client experience, responding timely to client requests and anticipating client needs.

Client Administration

· Schedule and facilitate TMT meetings.

· Schedule firm specific training days.

· Facilitate learning plan development / customization.

· Facilitate firm leadership team meetings to identify annual firm strategy/learning priorities, and document them to be shared with TMT.

· Project manage new client onboarding. Collaborate with internal team members to ensure clients experience a seamless onboarding experience.

· Update Monday.com boards on a timely basis as assigned.

· Facilitate participant selection for Management and Leadership Academies. Provide guidance to firms in selecting their Leadership Academy Strategic Business Initiative (SBI), tying the SBI to firm goals wherever possible.

Consulting and Training

· Conduct needs assessments to address root cause, then design and deliver consulting projects to address those needs.

· Set consulting project scope and ensure projects are delivered within scope and timelines.

· Develop and update (as needed) consulting projects menu of services.

· Advise clients on training solutions for firm specific training days.

· Deliver high impact training sessions, following our methodology and processes.

What you’ll need for this position:

· 5+ years of experience in a learning and development leadership role in public accounting.

· 3+ years of supervisory experience with demonstrated success leading, coaching, and developing high-performing teams.

· Experience developing or improving clients experience strategies with service models, or client success processes that drive client retention.

· Ability to interpret client engagement and utilization data to identify trends, inform strategy, and drive client outcomes.

· Demonstrated ability to influence and communicate effectively with executive leaders and key stakeholders.

· Experience collaborating across departments to align client needs with operational execution.

· Ability to lead though growth, ambiguity, and organizational change while maintaining a strong client and team member experience.

· The ability to work in a fast-paced environment where improvements are continuously being made and things are changing quickly.

· The ability to manage multiple priorities with limited supervision.

· Effective consultation skills to include negotiation, informal influence, and conflict management abilities.

· Excellent communication skills, including the ability to articulate and simplify complex information.

· Strong interpersonal, self-management, and organization skills.

· A willingness to work flexible hours when needed to attend meetings in multiple time zones.

· A willingness to travel overnight up to fifteen percent of the time.

What we offer you (Benefits):

• Competitive base salary
• Health, Dental, and Vision Insurance (100% paid premiums for employees, 80% paid for dependents with a buy-up plan option)
• HRA, FSA, HSA offerings
• Unlimited PTO & Sick/Wellness Hours
• 12 weeks of paid parental leave
• 6 weeks paid medical leave
• 12 paid holidays + 2 flexible holidays
• 401k, Roth options
• Anniversary awards

Annual $250 work-from-home stipend