Director of Client Services- Operations

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ETC Florida

Director of Client Services- Operations

West Palm Beach, FL
Full Time
Paid
  • Responsibilities

    Benefits:

    401(k)

    Bonus based on performance

    Company parties

    Competitive salary

    Dental insurance

    Free uniforms

    Health insurance

    Opportunity for advancement

    Paid time off

    Training & development

    Vision insurance

    About ETC Florida

    It is our employees that have made ETC Florida the largest company of our kind in South Florida. Our goal is to WOW and AMAZE our clients by automating and integrating their technology.

    What makes ETC Florida unique:

    AWARDED BEST PLACE TO WORK 4x in a row by Employees & South Florida Business Journal

    Award winning installations and HTA Estate Level Certified

    Largest in-house service department available 24/7/365

    Over 35 years of experience and reliability with thousands of satisfied clients

    We have defined 5 core-values that help guide us in every interaction we have with our clients, our teammates and our vendors. They are:

    Service the Client Above all Else!

    Be Solution-Oriented, Creative & Innovate

    Be Enthusiastic, Positive and Enjoy What You Do!

    Exhibit Honesty, Respect & Integrity

    Work & Act as a Team

    Role Overview ETC Florida is seeking a Director of Client Services to lead and scale our client services function with the mindset and discipline of a business operator. This role is ideal for a seasoned leader who has ran a business unit, division, or small company, and who brings a proven track record of driving client satisfaction, operational excellence, revenue growth, and team performance.

    The Director of Client Services will own the end-to-end client experience, combines strategic leadership with hands-on execution, and serves as a key member of the leadership team. This individual will build scalable systems, lead multi-functional teams, and act as a trusted advisor to both clients and internal stakeholders—all while maintaining accountability for results.

    Key Responsibilities

    Client Leadership & Business Ownership

    · Own the overall client services function as an integrated business unit, with responsibility for performance, profitability, retention, and growth

    · Act as the senior escalation point for key client relationships, ensuring issues are resolved with professionalism, urgency, and accountability

    · Partner closely with sales, operations, finance, and leadership to align client outcomes with company objectives

    · Identify expansion opportunities within existing accounts through consultative relationship management

    Operational & Financial Management

    · Build and oversee scalable client service processes, workflows, KPIs, and service delivery models

    · Manage department-level budgeting, forecasting, resourcing, and performance metrics

    · Analyze client data and financial performance to drive continuous improvement and informed decision-making

    · Ensure SLAs, contractual expectations, and internal standards are consistently met or exceeded

    People Leadership & Team Development

    · Lead, mentor, and develop a high-performing team of client service managers and professionals

    · Establish clear expectations, performance standards, and accountability across the team

    · Foster a culture of ownership, responsiveness, professionalism, and continuous improvement

    Strategic Planning & Growth

    · Contribute to company-wide strategy with insights grounded in client needs, market trends, and operational realities

    · Design and implement scalable frameworks that support growth without sacrificing service quality

    · Serve as a change leader during periods of expansion, transformation, or new service launches

    · Develop recurring revenue opportunities within existing base of clients and through maintenance programs

    Qualifications & Experience

    Required

    · 10+ years of progressive leadership experience in client services, operations, professional services, or a related field

    · Demonstrated experience running a division, department, or small business, including ownership of results

    · Strong background managing teams, budgets, metrics, and operational performance

    · Proven ability to lead senior-level client relationships with confidence and credibility

    · Exceptional communication, problem-solving, and decision-making skills

    Benefits:

    · Salary: $150-160k

    · Health, dental, and vision insurance

    · Paid time off & holidays

    · Ongoing training and certification opportunities (CEDIA, manufacturer certifications)

    · Stable 30+ year company & SFBJ Best Places to Work 4 years in a row

    · 401(k)