Head of Client Support

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

Description

Position Overview

The Head of Client Support leads Arbill’s client-facing operations that includes Customer Support Associates (CSA) and on-site Safety Store Associates (SSA) as well as driving support to become a proactive commercial advantage. This is not a maintenance role. We are seeking a proven transformational leader with multi-company experience who knows what modern best practices look like. The ideal candidate pairs strategic account leadership with deep systems expertise (specifically Dynamics/Salesforce CRM/Service Cloud, modern tool environments, and AI workflow tools) to drive scalable, cost-effective automation, root-cause defect elimination, and superior client retention.

Key Responsibilities

• Operational Excellence & Cost-Effective Automation (40%)
• Drive SLA compliance across daily order entry, quotes, implementations, and case resolution.
• Spearhead system and workflow automation—leveraging Dynamics/Salesforce, ERP systems, and modern digital tools to reduce manual touches, prevent repeat tickets, and lower cost-to-serve.
• Implement structured root-cause methodologies (e.g., Five Whys, Kaizen) to identify operational breakdowns and permanently eliminate recurring issues.
• Establish clear, objective KPIs for service accuracy, queue velocity, and issue prevention across both remote (CSA) and on-site (SSA) teams.
• Strategic Client Relationships & Retention (30%)
• Own executive and operational relationships across key accounts, serving as the senior escalation partner for service recovery.
• Deliver and support structured client reviews (QBRs/other reports) that showcase SLA metrics, supply chain health, and value‑added savings.
• Partner with Sales and Safety Account Management to protect margins, surface expansion opportunities, and align service delivery with account retention and growth plays.
• Transformational Leadership & Team Development (30%)
• Lead, mentor, and build bench strength across supervisors, remote specialists, and on-site store managers.
• Cultivate a proactive, accountability‑driven culture focused on anticipating customer friction before it manifests as a complaint.
• Standardize actionable SOPs and training programs that ramp new team members quickly and ensure process consistency.

Requirements

Qualifications & Competencies

• Experience: 7+ years of progressive leadership in Customer Success, Client Services, or Support Operations within distribution, manufacturing, or B2B services.
• Lifecycle Perspective: Proven background operating across multiple company environments (e.g., high‑growth, turnaround, or enterprise scale) with a demonstrated track record of migrating legacy processes into modern industry best practices.
• Technology & Tool Stack Expertise:
  • Advanced, hands‑on experience evaluating and deploying Dynamics/Salesforce (Service Cloud / CRM), modern ERP workflows (e.g., Prophet 21 or equivalent), and automated ticketing engines.
  • Practical knowledge of identifying, evaluating, and implementing cost‑effective automation, AI‑assisted triage, and self‑service customer tools.
• Analytical Problem Solver: Strong quantitative acumen; skilled in root‑cause defect analysis, queue management, and dashboard reporting.
• Education: Bachelor’s degree in Business, Supply Chain, Operations, or equivalent practical leadership experience.