Senior Director of Client Services
The Senior Director of Client Services is responsible for the management and direction of the Client Services organisation, supporting the Workiva Sales teams, customers, partners, solutions, and vertical markets. This individual leads strategy and operational excellence for the client services teams, ensuring high quality implementations, enablement, project management and scoping to create valuable outcomes for customers and partners.
What You’ll Do
Responsible for the strategic direction of the Client Services Team
Responsible for maintaining alignment of strategy to global corporate objectives, collaborating with global client services leaders to achieve goals
Responsible for scaling team and consulting services practice development
Identify short-term and long-range issues that must be addressed; providing information and commentary pertinent to deliberations; recommending options and courses of action; implementing directives
Direct the team on best practices, set quarterly and annual metrics, and objectives
Oversee completion of project tasks and artifacts, manages conflicts within the group, and escalates risks/issues as needed
Create and maintain relationships with business partners, technology partners, and with cross functional teams
Growth, Development, and Maintenance: Responsible for ensuring the growth and development of the Client Services Team with a focus of Customer First
Identify and develop team members for growth and future leadership opportunities
Maintain the team by recruiting, selecting, orienting, and training team managers
Maintain team results by counseling and disciplining team managers; planning, monitoring, and appraising job results
Foster growth within teams with a focus on Customer First through goal setting strategies
Create and analyse metrics that monitor team performance; creating areas for improvement to drive operational excellence and discipline in service delivery
Collaborate closely with subject matter experts in the development and delivery of services to ensure customer needs are identified and met
What You’ll Need
Minimum Qualifications
Undergraduate Degree or equivalent combination of education and experience in a related field
12+ years of related career experience in Customer Success, Client Services, Project Management or similar - preferably within a software or technology organization
Preferred Qualifications
5+ years of people management experience
Operating knowledge of Client Services and project deployment across a SaaS software organisation
Proven ability to effectively lead and manage others with strong and effective delegation and direction
Proven ability to develop a clear strategy and vision for their organisation
Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels
Able to hold executive presence and ability to influence internal organisation on strategic initiatives
Excellent presentation skills; including internal and external executive teams
Strong sense of learning agility and bias toward action
Travel Requirements & Working Conditions
Up to 30% travel for customer and internal meetings
Reliable internet access for any period of time working remotely and not in a Workiva office
Where You’ll Work
Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.
We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.
At Workiva, you’ll enjoy
Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more
Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
Learn more about life at Workiva:
Learn more about benefits:
Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email .
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
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