Client Services Director
1 month ago
We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.
We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.
At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That’s why you’ll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.
About the Role
T he Client Services Director is responsible for directing the management team as well as the client services staff, daily operational tasks relating to the administration and implementation of credentialing examinations for clients, being a proactive and strong leader. In addition, be able to appropriately represent Client Services clearly
and concisely with internal departments as well as external client meetings. This role is a full-time, permanent position, Monday to Friday during general office hours, with availability to support on occasional evenings and weekends. This role can be performed remotely, with minimal travel required.
Role Responsibilities
• Manage the Client Services management team and provide leadership across the Client Services team as a whole.
• Collaborate with co-director and Vice President regarding staff, daily operational tasks, and management of existing credentialing relationships.
• Enforce a support structure within the Client Services team that creates an environment of success when servicing clients.
• Foster positive client relationships by assisting staff with appropriate responses to client requests,
addressing issues, guide and assist staff in investigations, resolving escalations, and coordinating tasks to meet deadlines.
• Ensure all existing clients are being serviced to their contractual and service level agreements.
• Participate in operational planning meetings and attend calls to fulfil client deliverables.
• Work directly with other PSI staff and departments to foster exceptional client relationships.
• Coordination of continued development of the Client Services team members.
• Project management and the ability to manage multiple project assignments, timelines, deliverables, and milestones including successful delivery of examination republications, new examination programs, beta testing, et al.
• Complete other projects and assignments at the direction of department leadership.
• Collaborate with team and other departments to foster exceptional client relationships and ensure any issues are resolved.
Knowledge, Skills and Experience Requirements
• High school diploma or GED educational level expected. Bachelor’s degree level preferred.
• Experience in customer service or client management environments is essential.
• Experience in using CRM software and a customer service case management system is essential.
• Experience in people management and mentoring is essential.
• Demonstrated track record of building relationships across organizational boundaries to achieve results is required.
• Experience in the testing industry and working with developers and IT teams is helpful.
• Knowledge and proficiency in Microsoft Office, especially Excel, Word, Outlook and Salesforce Service Cloud is desirable.
• Knowledge of platforms such as, Jira, Ivanti (IT service portal), Atlas, Aspen, Dimensions, Atlas Cloud, GPS, Learning builder with Heuristics, VIP Portal, Claris with Bright Link, GPS report portals, et al.
Benefits & Culture
At PSI, our culture is to be transparent and fair. That’s why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.
In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes;
401k/Pension/Retirement Plan – with country specific employer %
Enhanced PTO/Annual Leave
Medical insurance – country specific
Dental, Vision, Life and Short Term Disability for US
Flexible Spending Accounts – for the US
Medical Cashback plan covering vision, dental and income protection for UK
Employee Assistance Programme
Commitment and understanding of work/life balance
Dedicated DE&I group that drive core people initiatives
A culture of embracing wellness, including regular global initiatives
Access to supportive and professional mechanisms to help you plan for your future
Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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