Director, Clients Services

Who is Interactions?

Interactions, LLC is the world’s largest independent AI company. We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries. Since 2004, we’ve helped leading companies like MetLife, Citi, and Shutterfly have millions of successful conversations, resulting in saving operational cost and increasing productivity.

Interactions’ 5-year vision is to accelerate a transition from today’s frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.

Job Description

As a member of our Professional Services team, you will be engaging with customers to drive implementation and adoption and ensure our customers' success.

The Director of Client Services at Interactions is a strategic and results-driven leader with responsibility for driving client success, retention, and account growth while ensuring operational excellence. This role leads the Client Services team, fostering seamless Client engagement, leveraging data-driven insights and strong trusted-partner relationships, and driving continuous improvements to expand revenue and enhance the overall customer experience.
In this role, the Director will collaborate cross-functionally with analytics functions, Customer Success, Professional Services, Product Management, AI functions, and Operations to optimize service delivery, maximize client value, and align client needs with business objectives. Operational excellence is key to achieving desired outcomes requiring execution rigor and automation of practices.
This director will serve as a strong advocate for the Client Services team, influencing internal strategy and direction to drive long-term success while also championing the team’s value externally. The director will articulate the impact of Client Services as a strategic partner, demonstrating its role as a value-added service to Clients by showcasing efficiencies, insights, and tailored solutions that enhance their experience and drive business outcomes.
The director will be a proactive, relationship-focused leader who leverages analytics to enhance customer outcomes, fosters innovation, and builds scalable strategies and processes. They must be comfortable navigating change, embracing automation, and driving continuous improvement to increase efficiency and scalability.

Director, Client ServicesEssential Job Functions:

Strategic Leadership & Customer Relationship Management

• Serve as a senior point of contact for key Client accounts, building and maintaining strong long-term partnerships.

• Develop and execute proactive strategies to enhance customer experience (high satisfaction, low CES), Client retention, and account growth.

• Assist and attend Quarterly Business Reviews (QBRs) and other executive engagements to showcase value, insights, and business impact.

• Challenge internal and external stakeholders to think strategically and drive innovation in customer engagement.

• Advocate for automation and process improvement to enhance service delivery and efficiency.

• Establish frameworks for continuous improvement, leveraging customer feedback and industry best practices.

Team Leadership & Coaching

• Lead, mentor, and develop a team of Client Service Managers, fostering a culture of accountability, respect, and continuous growth.

• Provide coaching and development opportunities to strengthen team capabilities and career progression.

• Ensure team members have the tools, resources, and guidance they need to succeed in a fast-paced environment.

• Foster individual (and team) growth and initiatives to elevate to a more prominent role in account management and strategy, lead the introduction of new products and solutions into their accounts, and embrace CES scoring as a tool to drive improved customer engagement.

Operational Excellence & Change-Management Leadership

• Drive operational efficiency by prioritizing automation and process improvement initiatives.

• Ensure operational excellence remains a top priority for the team and there is rigor in application KPI monitoring.

• Adapt to evolving business needs, acting as a change leader who guides the team through transitions with confidence and clarity.

• Oversee service delivery, ensuring adherence to contractual agreements and business objectives.

• Collaborate cross-functionally to streamline workflows, improve response times, and enhance customer experiences.

Data-Driven Insights & Performance Optimization

• Monitor and analyze key performance indicators (KPIs) to assess customer health and drive improvements.

• Oversee the creation of client scorecards, performance reports, CES Score tracking, and strategic insights for both internal and external stakeholders.

• Work closely with Product and Analytics teams to refine reporting tools, dashboards, and automation solutions that enhance customer value.

Business Growth & Expansion

• Identify and support opportunities for upselling and cross-selling by aligning customer needs with company offerings.

• Partner with the Account Management and Contracts teams to drive contract renewals and foster long-term Client partnerships.

• Stay ahead of industry trends and evolving Client expectations to refine service strategies.

Qualifications & Requirements:

Required:

• Bachelor's degree or equivalent experience.

• 8+ years in client services, customer success, or account management.

• 2+ years in a leadership/management role, ideally, but demonstrated leadership skills and thought leadership is most important

• Strong executive presence and ability to challenge senior leaders while advocating for the team and Clients.

• Proven ability to lead, develop, and inspire a high-performing team in a fast-paced environment.

• Experience driving automation initiatives to improve efficiency and scalability.

• Strong analytical skills with the ability to interpret data, identify insights, and drive business decisions.

• Excellent communication and presentation skills, with the ability to engage stakeholders at all levels.

• Ability to adapt to change, stay resilient, and lead through uncertainty.

Preferred:

• Experience in AI-driven customer engagement, IVAs, and technology-focused service models.

• Familiarity with analytics tools such as Looker, Tableau, or similar platforms.

• Familiarity with generative AI tools such as ChatGPT and Gemini

• Understanding of operational KPIs, financial metrics, and customer success best practices.

Other Key Attributes:

• Confident, strategic thinker who takes initiative and drives change.

• Respected leader who earns trust through integrity, advocacy, and action.

• Passion for innovation, continuous learning and client-centric growth. 

• Comfortable navigating ambiguity and shifting priorities.

Why Work at Interactions?

We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it’s a seasonal event or friendly competition, we’re always thinking of new ways to have fun.

Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company’s success by being valued shareowners and are incentivized through individual performance and company results. Come join us!

Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.