Rockstar is looking for a Director of Client Experience to be the strategic leader of our client engagement strategy. You will oversee the entire post-sale experience from onboarding through long-term partnership, focusing on retention, satisfaction, and growth within our client-centric culture.
What You'll Do
- Lead the end-to-end client experience journey, from initial implementation through long-term relationship management.
- Act as the voice of the client, ensuring expectations are met and exceeded through proactive engagement.
- Collaborate with global delivery teams to ensure timely execution, quality service, and alignment with client priorities.
- Design and manage a structured Client Engagement Framework, including onboarding milestones and quarterly business reviews.
- Partner with Sales, Implementation, and Operations to ensure seamless client handoffs and consistent service excellence.
- Identify and address challenges early, maintaining strong partnerships and preventing service gaps.
- Develop, mentor, and lead a high-performing team of Client Experience Managers.
- Build and maintain performance dashboards to track client satisfaction, retention, and renewal rates.
- Collaborate with Marketing to highlight client success stories and promote global capabilities.
- Drive a “Client-First Mindset” across all teams, creating a culture of accountability and empathy.
What We're Looking For
- Bachelor’s degree in Business, Communications, or a related field.
- 5+ years of progressive experience in Client Experience, Customer Success, or Account Management.
- Proven success in building client engagement frameworks that improve retention and satisfaction.
- Proven ability to drive collaboration and deliver complex programs of change across multiple departments.
- Deep understanding of remote workforce dynamics, SLAs, and global service delivery operations.
- Data-driven decision-maker with strong analytical, communication, and leadership skills.
- Strong stakeholder management skills.
- Empathetic and strategic leader who thrives in fast-paced, client-centric environments.
Nice to Have
- MBA.
- Experience ideally within remote staffing, outsourcing, or global BPO environments.
Team & Environment
You will work cross-functionally with Sales, Implementation, Recruitment, and Global Operations. The role involves leading a team of Client Experience Managers.
Rockstar is an equal opportunity employer.
