Client Delivery & Customer Service Director

Client Delivery & Customer Services Director

Our client is a premier facilities services provider delivering sophisticated facility services across North America. Their clients span healthcare, higher education, government, warehousing, and global enterprises.

We are assisting in their hiring of a Client Delivery & Customer Services Director. This position is on-site, in their offices in Horsham, PA.

Overview:

The Client Delivery & Customer Services Director is a visible, hands-on leadership role responsible for onboarding, transition, and ongoing support of client accounts. This role blends client-facing leadership, field support, operational execution, and technology-driven process management. They will serve as the conduit between Sales, Operations, Field Leadership, and the Home Office.

Responsibilities:

• Own the end-to-end client delivery lifecycle for new account start-ups, transitions, and major client-driven projects.
• Lead and refine a standardized client delivery playbook covering pre-launch planning, launch execution, and post-launch stabilization.
• Ensure all operational readiness elements are completed on time, including staffing plans, supplies, equipment, and site-specific requirements.
• Serve as the primary home office liaison supporting Field Directors, Regional Directors, and Operations Managers.
• Lead and manage the Field Support function, providing oversight and influence across teams.
• Actively engage with clients during onboarding to build trust, manage expectations, and ensure strong first impressions.
• Identify and proactively address risks to service quality, staffing, or client satisfaction.
• Oversee work orders, special projects, and client-driven initiatives, ensuring proper pricing, approvals, execution, and communication.
• Partner with Finance and Operations to manage budgets related to client startups, mobilizations, travel, and project work.
• Track, analyze, and report on KPIs, including startup success rates, client satisfaction, retention, and operational performance.
• Serve as the internal subject-matter expert for internal and CRM systems.
• Collaborate with HR and leadership to support training, onboarding, and development of field and support teams.

Qualifications & Experience:

• Bachelor's degree required; advanced degree a plus.
• 7+ years of experience in client delivery, operations, project management, or field support roles.
• Experience in service-based, multi-site, or operationally complex organizations preferred.
• Proven ability to manage large-scale client start-ups, transitions, and cross-functional projects.
• Strong technology acumen; experience with CRM platforms, and automation strongly preferred.