Director of Client Services

OverviewLocation: Hybrid (Orange County, California)Job Summary: The Director of Client Services is a critical team leader responsible for the successful execution and delivery of all client projects. This role oversees the service delivery lifecycle from executed agreement to final project completion, ensuring client satisfaction and project success. The ideal candidate is a proactive, strategic leader with a passion for process improvement and developing high-performing teams. You will be the primary point of accountability for all service-related outcomes, ensuring our work meets and exceeds client expectations and reinforces the firm’s reputation in California’s local government sector.Direct message the job poster from Jacob Green & Associates for more information.ResponsibilitiesClient Satisfaction & Relationship Management: act as the primary escalation point after agreement execution, maintain strong relationships with key client stakeholders, and ensure their needs are met throughout the project lifecycle.Establish and manage a client feedback loop to gather, analyze, and act on satisfaction data for continuous improvement.Serve as escalation point for client issues, guiding a team of project leaders and SMEs to resolve challenges and maintain client trust.Lead, mentor, and develop the project delivery team, fostering accountability, collaboration, and high performance.Oversee the portfolio of client projects, ensuring delivery on time, within scope, and on budget.Implement a consistent project review process to monitor health, identify risks, and align with client goals.Collaborate with the operations team to allocate resources and manage productivity to meet targets and milestones.Process Improvement & ProfitabilityDrive continuous improvement of service delivery processes to increase efficiency, quality, and effectiveness.Monitor and oversee project financials, tracking metrics and optimizing performance.Collaborate with Business Development to identify opportunities for expanded client impact and contract renewals based on project success.Develop and maintain internal systems and reporting for tracking status, productivity, and service delivery performance.Success MeasuresClient Satisfaction: maintain high client satisfaction scores and retention.Portfolio Expansion: focus on contract renewals and expanding services within existing clients.Process Improvement: implement and track process enhancements with measurable gains.Productivity Targets: achieve and maintain team productivity and utilization targets.Project Reviews: conduct regular project reviews with risk identification and mitigation.QualificationsBachelor’s degree in business, Public Administration, Project Management, or related field. MBA, MPA or PMP is a plus.Experience with local government agencies (cities, counties, special districts).Experience in client-facing service delivery, project management, or client engagement in professional services or consulting.Private sector service experience is valuable for bringing best practices in profitability and client success.Proven experience leading and mentoring teams to high performance.Strong financial acumen with experience managing project budgets and profitability.Exceptional communication, negotiation, and interpersonal skills with executive-level client relationships.Proficiency with CRM and project management petenciesJGA Core Value: Glitter – Build executive-level rapport and ensure client confidence in delivering results.JGA Core Value: Resilience – Navigate complex challenges with solution-oriented approaches.Process Optimization – Refine service delivery processes to enhance efficiency, quality, and profitability.JGA Core Value: Drive – Demonstrate results orientation for client satisfaction, profitability, and growth.JGA Core Value: Humility – Listen to clients and internal teams, leading with empathy.JGA Core Value: Synergy – Collaborate cross-functionally to ensure smooth client transitions and profitable execution.Application InstructionsHow to Apply: Send your resume and a concise, one-page cover letter addressing the following questions:Who is your favorite character in The Office or Parks and Recreation, and why?Which of our six core values resonates most with you and how have you lived it in work or life?After reading the section about who this role isn’t for, what excites you about this challenge?Bonus points if you add a touch of humor. Our values are Humility, Drive, Innovation, Resilience, Glitter, and a commitment to cross-functional collaboration. We value authentic, diverse perspectives and serious work without taking ourselves too seriously. #J-18808-Ljbffr

Created: 2025-09-17