Director of Client Services

Company Description

Founded in 2003, Intevity (previously Twin Technologies) is a full-service boutique digital consultancy that develops solutions and technology to drive growth, transform businesses, and make a real impact on people’s lives.

Based in Boston, MA we are a fully remote company with employees located all across the USA. Intevity focuses on both Commercial and Public Sector clients, with deep expertise in retail, software, and government. Intevity has key vendor partnerships with Adobe, AWS, and Salesforce.

We work on all phases of projects, from early discovery and design to strategy to execution. We are known for our vulnerability-based culture, high levels of craftsmanship, innovation, and trust; being able to truly connect with the needs and spot the real reasons why an organization is being held back from achieving their goals.

Job Description

We seek a Director of Client Services to be the champion and owner of the company's delivery quality  and client relationship culture. The Director of Client Services will drive client service excellence through  effective process and people management, as well as serve as the Engagement Leader to a small set of  high-value accounts. The location is remote from anywhere in the USA. 

Key Responsibilities: 

• Serve as Engagement Leader to a subset of accounts valued at $3-5 million in topline revenue,  with revenue, margin, and customer satisfaction goals 

• Contribute to account growth through opportunity identification and development. • Drive discipline and standards for engagement, delivery, KPI measurement, and document  management across the business unit 

• Provide client service mentoring, training, and career development to the delivery team. 

Additional Responsibilities: 

• Assess the current state of client service delivery and set a course for improvement. • Assess the current state of accounts and steer teams to optimize 

• Hold regular client & team reviews 

• Coordinate with marketing for collateral (case studies, prior measured value, customer  references, capabilities) 

• Maintain communication cadence with executive management and with client-facing teams.

Qualifications

• Experienced and self-sufficient to lead, manage, and be accountable for all aspects of the role • Minimum of 7-8 years’ experience in leading client services B2B services 

• Experience integrating with stakeholders, building relationships, and collaborating with them to  understand their needs 

• Demonstrated experience quantifying the impact of effective client management through  relevant KPIs 

• Experience identifying potential obstacles and quickly pivoting 

• Proven ability to manage budgets, planning, and forecasting 

• Builds upon a team culture that is collaborative, creative, and customer-focused • Strong interpersonal skills 

• Sales-driven mindset and demonstrated experience growing accounts 

• Customer outcome obsessed 

• Extremely detail-oriented 

• Highly proactive 

• Excellent oral and written communication 

• Experience managing people 

• Strong communication skills 

Additional Information

Our Culture

We’ve been different from the start and by design. We’ve always valued work-life balance, allowing our team to have full, meaningful, and vibrant lives in and out of work. We attract top talent for a simple reason: this is a great place to work, where family wins and off-the-grid adventures are encouraged and celebrated as much as excellence on the job.

Expectations

Being remote allows our employees to live where they want to.  It means being able to have the lifestyle that you choose.  Working remotely is not for everyone, but it allows us to spend less time commuting and more time on the things that matter.  We believe this is essential to supporting a workforce that can achieve a healthy work-life balance.  In exchange, we ask that you are within driving distance of a major airport so you can travel to client sites or team meet-ups cost-effectively when needed.

What does this mean for you?  You get to work from where you need or want to work. Each team member is provided the tools, infrastructure, and support to create a productive, professional work-from-home office environment. We observe and operate standard East Coast working hours to support most of our clients and our teammates. We also provide some flexibility for daily schedules to accommodate one’s obligations to home and family life.

Working remotely isn’t always easy; the remote work model encourages independent thinking but requires increased professional accountability and self-discipline.  We are an outcome-focused team and work to get the job done.  We champion a culture of transparency a