Director of Client Delivery

About MarketStar: 

In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career-development programs. We provide service and support to our communities through the MarketStar Foundation. 
 
Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success. 

We are excited to have you apply to join our leadership team and can’t wait to discuss how we can help you find growth, as well as how you can drive growth for your team and make an impact on our business.  

About the Director of Client Services: 

The Director of Client Services is responsible for the strategic leadership, operational oversight, and financial performance of one or more client programs. This role serves as the primary executive point of contact for client stakeholders and is accountable for driving client satisfaction, revenue growth, operational excellence, and employee engagement. 

The ideal candidate is a proven leader with deep experience managing complex client relationships, leading large teams, and delivering measurable business outcomes. This individual balances strategic planning with operational execution while fostering strong client partnerships and creating a culture of accountability, collaboration, and performance. 

Location: Salt Lake City, Utah 

What Will You Do? 

• Serve as the executive sponsor and primary strategic contact for assigned client partnerships. 

• Build and maintain strong relationships with client executives and key stakeholders. 

• Ensure client expectations, service level agreements (SLAs), and business objectives are consistently achieved or exceeded. 

• Develop strategic growth plans that increase program value, client satisfaction, and long-term partnership success. 

• Lead executive business reviews and provide strategic recommendations that support client goals. 

• Proactively identify risks, challenges, and opportunities while driving effective solutions.  

• Develop and execute business strategies that drive revenue growth, client retention, and program expansion. 

• Identify opportunities to expand service offerings, improve operational effectiveness, and strengthen client relationships. 

• Partner with executive leadership to align client strategies with organizational goals. 

• Support new business opportunities, solution development, and growth initiatives. 

• Lead strategic planning efforts and ensure successful execution of organizational priorities.  

• Provide oversight for day-to-day program operations while ensuring consistent delivery against performance goals. 

• Establish operational objectives, KPIs, and performance standards. 

• Monitor program health, operational effectiveness, quality metrics, and customer experience outcomes. 

• Drive process improvement initiatives that increase efficiency, scalability, and business performance. 

• Ensure compliance with company policies, client requirements, and contractual obligations. 

• Promote a culture of continuous improvement and operational excellence.  

• Own program P&L performance, budgeting, forecasting, and financial planning activities. 

• Monitor revenues, expenses, profitability, and resource allocation. 

• Ensure operational performance aligns with financial objectives and budget expectations. 

• Identify opportunities to improve margin performance while maintaining service quality. 

• Partner with Finance and executive leadership on business planning initiatives. 

• Lead, coach, and develop managers and leadership teams responsible for client delivery and operational success. 

• Establish performance expectations, succession plans, and talent development strategies. 

• Conduct performance reviews and provide ongoing coaching and feedback. 

• Foster a culture of accountability, inclusion, employee engagement, and professional growth. 

• Build organizational capability through leadership development and workforce planning initiatives. 

• Ability and willingness to travel periodically as needed to fulfill job responsibilities. 

What Will You Need to Succeed? 

• 5+ years of experience in client services, sales leadership, business operations, customer success, or related functions. 

• Experience managing managers and large client-facing teams. 

• Demonstrated success leading business growth, operational excellence, and organizational performance initiatives. 

• Experience managing program budgets, forecasting, and financial performance. 

• Experience and demonstrated success managing multiple sales teams with various levels of leadership or lines of business; B2B, SaaS, or FinTech sales preferred.  

• Strong history of creating and managing projects from scope to completion.  

• Experience managing statements of work and successfully managing contract negotiations at the executive level. 

• Track record of attaining and exceeding KPI performance expectations. 

• Prior experience with forecasting and budget management rolling up to a P&L. 

• Experienced and comfortable leading teams of 100+ people.  

• Proven expertise in developing talent to achieve peak performance and facilitate the career growth of others. 

• Familiarity in creating & presenting business reviews and strategic retention and growth plans to clients and senior leadership. 

• Experience engaging with and presenting to senior leadership levels. 

• Ability to develop, articulate and execute strategic plans which incorporate program level data and market level insights on sales process and best practices. 

• Experience managing client expectations and priorities alongside MarketStar’s initiatives and partner relationships. 

• Bachelor's Degree, M.B.A., or certifications is a plus 

What We Offer:  

In our commitment to our “We Care” value, we believe in providing employees with valuable mental and physical well-being benefits including: 

• Structured learning and career development programs 

• Mental health program 

• Generous Paid Time Off policy  

• Paid medical leave 

• Child/Dependent care reimbursement  

• Education reimbursement 

• 401k match, hardship loan program, access to financial wellness advisor  

• Comprehensive healthcare coverage including medical, dental, and vision  

MarketStar is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state, and local laws that prohibit employment discrimination. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual who identifies as someone with a disability and require reasonable accommodation(s) to complete any part of the job application process, please contact us at [email protected] for assistance.