Director - Delivery (CX), Client Services

Job Description

The Director - Client Services at Argano is a leadership position responsible for overseeing a portfolio of projects and ensuring the successful delivery of services and solutions to clients. They lead and encourage the colleague/coworkers to reach project and personal goals, all while using the company's vision and strategies, developing new ones when necessary. They're the visionaries, driving organization-wide strategy for client services management and leading organizational change. They help ensure the successful service delivery of client services for all products and services across the organization.

Responsibilities

• Responsible for defining the vision for all client services management activities across the subject matter area in the practice.
• Responsible for managing larger groups of team members, which may also include leaders.
• Responsible for a variety of accounts.
• Leads and define the adherence to the Argano client services management processes and procedures.
• Exhibits advanced knowledge in client services management best practices.
• Responsible for service in a highly matrixed global client services model.
• Accountable for account growth.
• Assist Sales with strategic insights to the delivery of projects in the sales process.
  
  

Education

MINIMUM AND/OR PREFERRED QUALIFICATIONS

• Bachelor’s degree in a field such as computer science, engineering, business, or a related discipline.
  
  

Experience

• 10+ years of relevant Client Services experience or in related field.
• Gained industry experience through different roles in IT support, customer service
• Experience in different leadership roles.
• Prior experience of complex client services processes is mandatory at this level.
• Experience in applying agile development principles and techniques.
• Demonstrated experience at overseeing and managing complex accounts.
• Strong and knowledge of Microsoft Customer Experience and all related applications, including Customer Experience (CE), Customer Service (CS), Field Services (FS), Customer Insight Journeys (CIJ), Power Platform, Microsoft Data strategies and related applications.
  
  

Certificates, Licenses, Registrations

• Dynamics 365 Customer Insights – Journeys Functional Consultant Associate
• Dynamics 365 Customer Service Functional Consultant Associate
• Dynamics 365 Field Service Functional Consultant Associate
• Dynamics 365 Sales Functional Consultant Associate
• Power Platform Functional Consultant Associate
  
  

Skill Requirements

• Strategic Leadership: Expertise in strategic leadership, shaping the strategic direction of the Client Services practice and aligning it with organizational objectives.
• Strategic client growth: Strong account revenue growth skills.
• Executive-Level Communication: Exceptional executive-level communication skills for maintaining strong client relationships and providing leadership within the organization.
• Team Development: Strong team development skills, including mentoring and guiding managers and associates to excel in their roles.
• Conflict Resolution (Strategic): Expertise in managing high-level escalations, complex risks, and crisis situations with strategic leadership.
• Communication: Strong verbal and written communication skills to effectively collaborate with teams, clients, and stakeholders.
• Innovation: The ability to drive process improvement, innovation, and efficiency within the Client Services practice.
  
  

About Us

Argano is the first of its kind: a digital consultancy totally immersed in high-performance operations. We steward enterprises through ever-evolving markets, empowering them with transformative strategies and technologies to exceed customer expectations, unlock commercial innovation, and drive optimal efficiency and growth.

Argano is an equal-opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.