Senior Director, Client Support

Job Description

IMPORTANT NOTE: If have difficulty submitting resume, please send resume to this email address: [email protected]

The Senior Director, Client Support leads a global group of people leaders responsible for the Client Support organization, including Client Service Managers and their Client Support Specialist teams supporting Aegis’ existing client portfolio. This leader enables high performance by equipping teams with the tools, resources, training, and coaching required to succeed. The Sr. Director drives operational excellence by identifying opportunities for automation, establishing scalable operating rhythms, and bringing consistency and rigor to Customer Support operations. Ultimately, the Sr Director is accountable for delivering exceptional service and outcomes by ensuring the overall health, satisfaction, and success of the clients supported by the organization.

This role is hybrid that will work onsite for a minimum of 2 days per week at our Horsham, PA location. Occasional travel may be required as part of this role.

Responsibilities:

Provides inspirational leadership and development to a team of Customer Support people leaders (Manager)) and their Specialist teams.

• Defines and communicates the strategic vision, priorities, and operating model supporting the Customer Support function in alignment with company objectives.
• Partners closely with senior leaders to implement and achieve company and department initiatives.
• Maintains executive oversight of a portfolio of strategic accounts, engaging as an executive sponsor and ensuring effective coordination across supporting teams.
• Establishes and facilitates regular leadership meetings and ensures effective, consistent communication cascades throughout the extended customer support function.
• Coaches and mentors Managers on all core proficiencies required to lead high-performing teams that serve clients as trusted and reliable partners.
• Ensures that tactical duties across the organization (research, analysis, and day-to-day requests) are completed accurately, efficiently, and in line with established SLAs and quality standards.
• Acts as a senior point of escalation for clients and internal partners when complex issues arise and drives durable, root-cause solutions.
• Owns Customer Support performance metrics and benchmarks, including healthy CSAT and performance KPIs, and develops action plans to address any negative trends.
• Partners with Account Executives and other commercial leaders to ensure client happiness, retention, and growth, including support for account planning on AE-owned accounts.
• Oversee the organization’s participation in and delivery of Customer Business Reviews (CBRs) for supported accounts and participates in Strategic Account meetings and reviews when warranted.
• Participates in and influences cross-functional and product meetings to maintain an intimate understanding of critical initiatives that impact clients’ business and to find opportunities to enhance support.
• Identifies gaps and areas across the Customer Support organization that require improved processes, rigor, and operational rhythms, and leads initiatives to address them.
• Establishes measurable key performance indicators and team/individual goals that align with Aegis’ strategic priorities and monitors performance on a monthly and quarterly basis.
• Prepares and delivers regular reporting and insights on departmental performance, risks, and opportunities to senior leadership.
• Leads talent management for the Customer Support organization, including hiring, succession planning, career pathing, and ongoing development for people leaders.
• Conducts 1:1 development meetings with team members and coordinates a culture of continuous feedback and mentoring throughout the organization.
• Owns the performance review process for direct reports and ensures consistency and fairness in performance management across the Customer Support team.
• Provides timely, clear, and impactful business communications to interested parties inside and outside of the Customer Support and account management organizations.
• Manages the integration and leadership of additional customer support teams due to organizational acquisition.

Qualifications:

• Bachelor’s degree or equivalent experience preferred.
• 8-10 years proven experience in customer support, customer success, or related client-facing functions, including 3–5 years leading leaders and managing multi-layered teams.
• Proven track record of building and leading high-performing customer support or service organizations in a fast-paced environment.
• Demonstrated experience using data and critical metrics (e.g., CSAT, NPS, retention, SLA adherence) to drive decisions and continuous improvement.
• Excellent communication, executive presence, and relationship-building skills, with the ability to influence cross-functional partners.
• Strong strategic thinking and operational execution skills, with experience driving process improvement and automation.
• Previous experience with MES, ERP, MRP and/or simulation software preferred.
• Manufacturing experience a plus!