Rockstar is hiring a Director of Client Experience to oversee the entire post-sale journey, from implementation through long-term relationship management. This strategic leadership role focuses on retention, satisfaction, and expansion by blending service delivery with relationship management, acting as the client's advocate and partner within a culture centered on service excellence and partnership.
What You'll Do
- Lead the end-to-end client experience journey, from initial implementation through long-term relationship management (6 months +).
- Act as the voice of the client, ensuring expectations are met and exceeded through proactive engagement, communication, and follow-through.
- 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, check-ins, and quarterly business reviews (QBRs).
- Partner with Sales, Implementation, and Operations to ensure seamless client handoffs and consistent service excellence across all regions.
- Identify and address challenges early, maintaining strong partnerships and preventing service gaps.
- Develop, mentor, and lead a high-performing team of Client Experience Managers focused on engagement, retention, and relationship growth.
- Build and maintain performance dashboards to track client satisfaction (CSAT, NPS), retention, and renewal rates.
- Collaborate with Marketing and Communications to highlight client success stories and promote global capabilities.
- Drive a “Client-First Mindset” across all teams, creating a culture of accountability, responsiveness, 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 preferred.
- Experience ideally within remote staffing, outsourcing, or global BPO environments.
Team & Environment
This role works cross-functionally with Sales, Implementation, Recruitment, and Global Operations.
