Director of Client Success & Experience

AMS Fulfillment; Bear, Northern (DE, KY); Hybrid; USD 100,000 - 140,000; Full time

Job summary

AMS Fulfillment in Bear, DE is seeking a Director of Client Services to lead the client support organization and drive customer satisfaction. You will guide a team, engage with clients on complex matters, and use data to shape strategic initiatives.

The role demands strong leadership, process improvement, and a hands-on approach to coaching staff and managing escalations. The position is full-time, day shift, with on-site work during regular hours and on-call availability to address client

Qualifications

• Leadership required to guide client support strategy and teams.
• Data analysis to synthesize feedback and sales data for improvements.
• Customer service mindset throughout tasks, including contract work and client interactions.
• Strong problem-solving to handle urgent, critical issues.
• Excellent organization to manage multiple projects, accounts, and activities.

Responsibilities

• Provide strategic direction by monitoring customer satisfaction and industry trends and then recommending new projects, operational standards, and customer service procedures based on findings. Also apply continuous improvement to existing process.
• Cultivate Client Relationships: engage with clients during complex situations such as high-level planning, contract signing, or unusual requests; manage expectations and assess requirements.
• Resolve Client Issues: lead the customer support team in resolving issues while complying with SLAs; monitor open cases and step in when critical; inform executives about major problems.
• Coordinate Operations: supervise account managers, account coordinators, and team members; implement initiatives, develop best practices, and ensure deadlines and standards are met.
• Hire and Coach Team Members: recruitment, onboarding, talent development, performance evaluations, coaching, and HR collaboration.

Skills

Leadership

Data analysis

Customer service

Problem-solving

Organization

Job description

AMS Fulfillment in Bear, DE is seeking a Director of Client Services to lead the client support organization and drive customer satisfaction. You will guide a team, engage with clients on complex matters, and use data to shape strategic initiatives.

The role demands strong leadership, process improvement, and a hands-on approach to coaching staff and managing escalations. The position is full-time, day shift, with on-site work during regular hours and on-call availability to address client