Our client is a premier facilities services provider delivering sophisticated facility services across North America. Their clients span healthcare, higher education, government, warehousing, and global enterprises.
We are assisting in their hiring of a Client Delivery & Customer Services Director.
This position is on-site, in their offices in Horsham, PA.
Overview:The Client Delivery & Customer Services Director is a visible, hands-on leadership role responsible for onboarding, transition, and ongoing support of client accounts.
This role blends client-facing leadership, field support, operational execution, and technology-driven process management. They will serve as the conduit between Sales, Operations, Field Leadership, and the Home Office.
Responsibilities:- Own the end-to-end client delivery lifecycle for new account start-ups, transitions, and major client-driven projects.
- Lead and refine a standardized client delivery playbook covering pre-launch planning, launch execution, and post-launch stabilization.
- Ensure all operational readiness elements are completed on time, including staffing plans, supplies, equipment, and site-specific requirements.
- Serve as the primary home office liaison supporting Field Directors, Regional Directors, and Operations Managers.
- Lead and manage the Field Support function, providing oversight and influence across teams.
- Actively engage with clients during onboarding to build trust, manage expectations, and ensure strong first impressions.
- Identify and proactively address risks to service quality, staffing, or client satisfaction.
- Oversee work orders, special projects, and client-driven initiatives, ensuring proper pricing, approvals, execution, and communication.
- Partner with Finance and Operations to manage budgets related to client startups, mobilizations, travel, and project work.
- Track, analyze, and report on KPIs, including startup success rates, client satisfaction, retention, and operational performance.
- Serve as the internal subject-matter expert for internal and CRM systems.
- Collaborate with HR and leadership to support training, onboarding, and development of field and support teams.
Qualifications & Experience:- Bachelor’s degree required; advanced degree a plus.
- 7+ years of experience in client delivery, operations, project management, or field support roles.
- Experience in service-based, multi-site, or operationally complex organizations preferred.
- Proven ability to manage large-scale client start-ups, transitions, and cross-functional projects.
- Strong technology acumen; experience with CRM platforms, and automation strongly preferred.