Senior Director, Client Services – Major Account Services

About the role

The Senior Director, Client Services – Major Account Services leads the end‑to‑end service strategy for a portfolio of mid‑size to enterprise‑level HCM clients. Reporting within the MAS business unit, this senior leader acts as a trusted advisor, aligning service delivery with client workforce objectives and driving measurable outcomes such as Net Promoter Score, retention, and operational excellence.

Key responsibilities

• Own the service experience for MAS HCM clients, ensuring alignment with business goals and workforce strategies.
• Build and maintain executive‑level client relationships, acting as a strategic partner and trusted advisor.
• Define and execute enterprise‑wide service strategies, meeting SLAs, quality standards, and client expectations.
• Lead continuous‑improvement initiatives using analytics, client insights, and operational data.
• Oversee performance metrics across teams, including satisfaction, case resolution, productivity, and quality.
• Drive data‑informed decision‑making, optimize resource allocation, and manage escalations for high‑impact issues.
• Develop a multi‑layered leadership team, fostering a culture of accountability, engagement, and succession planning.
• Collaborate with senior leaders in Sales, Product, Implementation, and Operations to align on client strategies and influence enterprise initiatives.

Required profile

• Extensive senior leadership experience in client services or account management for complex, enterprise‑level customers.
• Proven track record of driving client retention, growth, and advocacy.
• Strong executive relationship management and consultative selling skills.
• Demonstrated ability to lead cross‑functional teams and influence product and service enhancements.
• Experience with data‑driven performance management and operational excellence initiatives.

Required skills