Director, Client Experience

Learn.Grow.Thrive

We are transforming our Client Experience function into a strategic driver of growth and retention, delivering stellar client experiences that build trust and loyalty at every touchpoint. To accomplish our strategic plan, we are looking for a new Director, Client Experience to lead the way.

As Director, you will lead the shift from a traditional call-center model to a modern, strategic SaaS support and account management approach. This evolution will emphasize delivering what matters most to our clients by leveraging our ecosystem of products and services. Client and employee satisfaction are central to our mission, with a strong commitment to addressing issues and fostering long-term client loyalty.

This role is an opportunity to redefine client experience in a forward-looking SaaS environment, setting new standards for client success and satisfaction.

If making a difference and working with a company that helps its clients build better workplaces matters to you, then read on

Key Responsibilities:

• Strategic Leadership and Influence: Reporting directly to the VP, Client Experience and leading 2 teams (Account Management and Client Care), you will serve as a key member of the CX leadership team, helping to shape best practices and elevate the client experience function. You will also contribute to the long-term client GTM (Go-to-Market) strategy, collaborating proactively with Product, Marketing, and Sales leaders to drive experiences that fuel market growth.
• Client Engagement and Retention: Shape how we engage, support, and retain our clients, ensuring that each interaction reflects our commitment to client satisfaction. You’ll develop strategies to anticipate client needs, resolve issues proactively, and create experiences that increase loyalty and advocacy.
• Building and Developing Remote Teams: Lead the development of well-integrated, high-performing remote teams. Create an environment that empowers employees to do their best work, fosters cross-functional collaboration, and ensures alignment with our mission to deliver exceptional client experiences.
• Client Support & Success Infrastructure: Own and optimize the client support and account management infrastructure, building a client support function that is efficient, responsive, and aligned with our strategic goals. You’ll manage teams, processes, and tools to deliver consistent, high-quality support and engage clients at critical points in their journey.
• Self-Service and Knowledge Management: Act as a primary stakeholder in creating and maintaining scalable self-service solutions, including FAQs, help centers, and internal knowledge bases. Your work will ensure that clients have seamless access to the information they need while empowering teams with the resources for effective client interactions.

More Details of What You’ll Do:

• Leadership of Client Support and Account Management: Manage and oversee the CARE Support and Account Management teams, ensuring collaboration and alignment to deliver a seamless, positive customer experience.
• Client Journey Management: Establish and optimize processes for transitioning clients from onboarding to account management, enhancing their experience and ensuring continuity.Client Support Infrastructure: Build and lead the client support infrastructure, developing policies and workflows that ensure efficient, high-quality support and compliance with SOC requirements.
• Retention, Satisfaction, and Product Adoption: Develop and execute strategies to increase client retention, satisfaction, and product adoption, leveraging data-driven insights to continuously improve. Risk, Churn, Renewal and Adoption management.
• Self-Service and Knowledge Management: Lead the development and maintenance of self-service tools (FAQs, help center) and an internal knowledge base, enabling clients and cross-functional teams with easy access to critical information.
• Team Development: Hire, train, mentor, coach and lead Account Managers & CARE team members, providing them with the tools and guidance to excel in client interactions and relationship management.
• Client Feedback and Continuous Improvement: Analyze client feedback and data to identify trends, inform strategy, and drive continuous improvement. Facilitate feedback loops between clients and Product/Development to align on product enhancements.
• Client Success Metrics and KPIs: Define and monitor key performance indicators (KPIs) for client satisfaction, retention, and support efficiency, ensuring alignment with strategic objectives.
• Client Retention & Advocacy: Serve as the voice of the client within the organization, championing client needs and perspectives in strategic decision-making and contributing to long-term growth.

Required Skills & Qualifications:

• Education and Experience: Bachelor’s degree in business, marketing, communications, or a related field, with 8+ years in a customer success, account management, or similar leadership role in a dynamic, cross-functional environment. Experience in leading transformations within client experience or support functions is highly valued.
• Industry Expertise: Proven experience in HCM or SaaS industries, ideally within a highly regulated environment. Knowledge of industry best practices and trends in client success for SaaS organizations.
• Change Leadership: Demonstrated success in leading organizational change, particularly in evolving traditional support models into strategic, client-centric functions. A background in managing cross-functional, remote teams is a strong asset.
• Technical Proficiency: Strong understanding of support systems and effective process development, including live chat, shared inboxes, help desks, and knowledge bases. High proficiency in tools such as Zendesk, Freshdesk, Salesforce, or similar CRMs.
• Communication and Collaboration: Excellent communication, leadership, and interpersonal skills, with the ability to collaborate effectively across departments.

About Avanti

We are a determined and committed team that helps Canadian companies build better workplaces through our all-in-one HCM SaaS platform. We are proud to partner with some of Canada’s most recognizable brands, spanning from Corner Brook, Newfoundland to Victoria, BC. After four decades of continued growth, we are more passionate than ever about providing great client experiences.

Avanti HCM is a highly configurable, fully integrated Payroll, Human Resource, Recruiting, and Workforce Management solution that enables our clients to manage their employees from hire to retire.

Benefits of Working at Avanti

Our Culture: Our culture is a point of pride for us. We operate as a distributed team across Canada that lives its values of diversity and inclusion, integrity, innovation, and impact. The best way we can support our clients with service excellence is to start with supporting our people. We aim to create and maintain an environment where you can be your best and grow your career while having the flexibility to work from any physical location in Canada that best suits your needs.

Our Benefits: Check out the amazing benefits waiting for you at Avanti We truly believe that when you feel your best, you do your best, and that's why we offer a variety of benefits to support you and your family every step of the way. From flexible health and wellness spending accounts to top-notch medical and dental plans, we've got you covered. And guess what? You can start enjoying these benefits from day one But wait, there's more Get ready for our RRSP program, annual incentive bonus, and so much more It's all about helping you thrive and be the best version of yourself.

Our Time Off:We value flexibility and autonomy, fully trusting our team to excel, whether it's during the traditional 9-5 or beyond. With our flexible time off program, you have the liberty to recharge whenever you need it. Company-wide Quarterly Mental Recharge days further support boosting your happiness and well-being. And for all the awesome parents out there, our Parental Leave Program is here to support you fully, offering up parental leave top-up, because family always comes first

Our Commitment to an Inclusive Culture: At Avanti we value everyone’s opinions and ideas. We believe that an inclusive environment harnesses the power of the diversity of our team. This allows us to drive innovative change by evaluating and adopting suggestions based on their value to our business. We know that embracing inclusion helps us, individually and collectively, to be better every day as a company and as people. We are committed to equal opportunity and welcome people of any gender identity, race, sexual orientation, age, physical or mental ability, ethnicity, or any underrepresented groups to apply.

Learn more about Avanti and our culture here: Avanti Careers