Client Services Director

About the role

The is a pivotal leadership position entrusted with guiding client lifecycles and owning strategic account portfolios across the organization. This professional serves as the primary architect of commercial outcomes, balancing deep operational oversight with high-level advisory dialogue to ensure sustained collaboration and value realization. The core responsibility involves translating complex business requirements into clear, actionable pathways that drive long-term success and alignment between client vision and executable strategy. This role operates from the Pittsburgh, PA office on a full-time basis, requiring a leader who can navigate ambiguity while maintaining rigorous standards. The director will act as a key liaison between internal stakeholders and client leadership, ensuring that every engagement reinforces trust and mutual growth. Success in this position is defined by the ability to turn challenges into opportunities for innovation and expansion within the client ecosystem. Ultimately, the role shapes the trajectory of client relationships by embedding a mindset of proactive problem-solving and continuous partnership.

Key facts

What you'll do

• Conduct in-depth intake sessions to uncover client objectives and translate them into structured implementation plans that align internal resources with strategic goals.
• Design and oversee service architectures that bridge business requirements with practical execution pathways, ensuring coherence across the client journey.
• Coordinate cross-functional reviews to validate solution fit, bringing together diverse perspectives to confirm alignment before finalizing deployment strategies.
• Ensure engagement milestones are delivered on schedule, maintaining strict adherence to quality standards and comprehensive documentation protocols at every stage.
• Forge and maintain partner roadmaps that connect Wadetrim services with technology providers and strategic allies, optimizing the ecosystem for shared value.
• Facilitate executive and operational workshops to align leadership teams on priorities, success indicators, and measurable outcomes that drive accountability.
• Track portfolio risks in real time, surfacing early warnings that could affect client commitments and enabling proactive mitigation efforts.
• Champion continuous improvement by refining playbooks, methodologies, and service frameworks based on measured outcomes and structured stakeholder feedback.
• Own the narrative of client success by synthesizing data, insights, and qualitative input into compelling stories that inform future strategies.
• Act as a thought partner to clients, offering guidance that extends beyond transactional deliverables to influence long-term business decisions.
• Collaborate with product and delivery teams to identify gaps and opportunities, feeding insights into the roadmap to enhance future offerings.
• Represent Wadetrim in external discussions, ensuring that the brand promise is reflected in every interaction and outcome.
• Support the development of tools and frameworks that streamline service delivery and improve predictability across the client portfolio.
• Mentor junior team members, fostering a culture of excellence, curiosity, and shared learning within the client services function.
• Uphold the highest standards of professionalism and integrity, ensuring that all client interactions reflect the values and expectations of the organization.

Requirements

• Bring a minimum of three years of experience in client services or consulting roles, with a proven track record of managing complex engagements.
• Demonstrate the ability to manage multiple accounts and conflicting priorities effectively, maintaining clarity and focus under pressure.
• Possess strong written and verbal communication skills, enabling confident and precise interaction with both executive and operational audiences.
• Show proficiency in standard office applications and collaboration platforms, ensuring seamless management of daily workflows and documentation.
• Exhibit a high level of ownership and accountability, taking initiative to resolve issues and drive outcomes without constant direction.
• Adhere to established processes and protocols, understanding that consistency and reliability are foundational to client trust.
• Commit to ongoing learning and adaptation, staying informed about industry trends and best practices that enhance service delivery.
• Maintain discretion and confidentiality in all client-related matters, safeguarding sensitive information at all times.

Nice to have

• Familiarity with professional services billing practices and client reporting, supporting accurate forecasting and transparent communication regarding scope and investment.

Practical notes

All practical notes and procedural information must be verified through the designated application portal.