Client Service Director

Please note: This role will be hybrid working and will require to attend an Office in South West London (TW9), Central London and Client Sites as required by the business.

About Us

At Kerv, we leverage the power of technology to help our customers stay ahead. We do this through our brilliant people who focus relentlessly on the customer and their needs, delivering world-class cloud solutions, AI and digital transformation.

One of our practices is Kerv Experience who are experts in customer experience and deliver this through our Elite Partner status with Genesys.  If you join us, you will be part of a company that is growing quickly in areas that are a focus for every business across the globe.  We are proud of the customer first approach we take and our continued ability to deliver tangible business impacts for our customers through the deployment of innovative AI powered CX technologies.

About the Role

We are seeking a Client Service Director to lead our relationship with some of our most significant and strategic customers. In this role, you will act as the senior point of accountability, ensuring we deliver exceptional service, strong commercial performance, and long-term partnership value. You will oversee all workstreams supporting the customers, aligning cross functional teams to provide a seamless, high-quality experience and end to end contract delivery.

As a trusted advisor, you will deeply understand the customers goals, anticipate their needs, and proactively identify opportunities to drive innovation and growth. This is a highly visible, leadership-level position that requires strategic thinking, operational excellence, and the ability to build strong, influential relationships at senior levels.

Your part to play

Customer Leadership and Relationship Management

• Serve as the primary senior contact for the customer, managing executive level relationships and acting as a strategic partner
• Deeply understand the customer’s business, goals, and challenges to anticipate needs and provide proactive solutions
• Lead regular strategic reviews, performance updates, and planning sessions with customer stakeholders

Service Delivery Oversight

• Ensure all services and projects are delivered on time, within scope, and to the highest standard
• Coordinate internal teams across operations, delivery, product, and support to provide a cohesive customer experience
• Manage escalations effectively, resolving issues with speed and diplomacy

Commercial Management

• Own the commercial success of the account, including forecasting, budgeting, and revenue performance
• Identify opportunities for account growth through new services, improved solutions, or expanded partnerships
• Lead renewal discussions and contract negotiations alongside commercial and legal teams

Team Leadership and Collaboration

• Provide leadership and guidance to the customer service and delivery teams supporting the account
• Set clear goals, expectations, and performance standards for the team
• Foster a culture of accountability, continuous improvement, and customer first approach

Strategic Planning and Continuous Improvement

• Develop and maintain a long term account strategy aligned with both customer and business objectives
• Champion the customer’s voice internally, influencing product, operational, and strategic decisions
• Identify opportunities to enhance processes, improve customer experience, and drive efficiency

All About You

Experience

• Proven experience in programme management is critical, given the role will lead executive relationships aligned to delivery milestones, governance and engagement, programme-level capability. 
  
• Strong commercial awareness and complete understanding of project management and public sector dynamics, preferably within Genesys Cloud or other cloud ERP solutions. 
• Proven experience in a senior client service, account leadership, or customer success role
• Excellent high level consulting experience in an implementation environment.
• Experience managing a major, complex, or high-value customer with multiple stakeholders and workstreams
• Deadline Driven, Strong commercial acumen with a track record of driving growth, renewals, or large account performance
• Background with working with both private and public sector desirable along with experience in the SaaS space

Skills and Competencies

• Exceptional relationship building and stakeholder management skills
• Strong strategic thinking with the ability to influence at senior levels
• Excellent communication, negotiation, and presentation capabilities
• Highly organised with strong execution and follow-through
• Comfortable operating in fast-paced, cross-functional environments
• Leadership qualities that inspire trust, alignment, collaboration, and performance.

You will live the Kerv values…

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.