Client Support Transformation Lead | Automation & SLAs

Arbill; Kentucky; On-site; USD 120,000 - 180,000; Full time

Job summary

Arbill is seeking a transformational Head of Client Support to lead our client-facing operations, including Customer Support Associates and on-site Safety Store Associates. You will drive proactive service, SLA compliance, and scalable automation using Dynamics and Salesforce CRM, ERP workflows, and AI tools to reduce manual touches and boost retention.

You will own executive relationships with key accounts, deliver structured QBRs and reports that demonstrate SLA metrics and value savings, and

Qualifications

• 7+ years leading Customer Success, Client Services, or Support Operations in B2B sectors.
• Experience across multiple company environments (high-growth, turnaround, enterprise).
• Hands-on with Dynamics/Salesforce Service Cloud and ERP workflows.
• Knowledge of cost-effective automation, AI-assisted triage, and self-service tools.
• Bachelor’s degree in Business, Supply Chain, or Operations or equivalent leadership experience.

Responsibilities

• Drive SLA compliance across order entry, quotes, implementations, and case resolution.
• Spearhead system and workflow automation to reduce manual touches and cost-to-serve.
• Implement root-cause methodologies to identify and eliminate recurring issues.
• Establish KPIs for service accuracy, queue velocity, and issue prevention.
• Own executive relationships and deliver client reviews showing SLA metrics and savings.

Skills

Client success leadership

Cross-company experience

CRM & automation

Data-driven decision making

Root-cause analysis

Education

Bachelor’s degree in Business or Operations

Tools

Dynamics 365

Salesforce Service Cloud

ERP workflows

Job description

Arbill is seeking a transformational Head of Client Support to lead our client-facing operations, including Customer Support Associates and on-site Safety Store Associates. You will drive proactive service, SLA compliance, and scalable automation using Dynamics and Salesforce CRM, ERP workflows, and AI tools to reduce manual touches and boost retention.

You will own executive relationships with key accounts, deliver structured QBRs and reports that demonstrate SLA metrics and value savings, and