Virtual, Inc.
  • Wakefield, MA, USA
  • Salary
  • Full Time

Director, Client Services


WANTED: An experienced client success leader to be our next Director of Client Services! As Director, you will drive our mission to ensure Virtual's success by helping every client we serve achieve or exceed their strategic objectives.  You'll do this by being the client account director responsible for developing and driving strategic objectives and representing the voice of the client across the organization. You'll also ensure client satisfaction by directing the operations, processes and staff that support multiple clients.


If you're a self-starter who thrives in a fast-paced environment and is excited about strategy, standards, and working with international clients who drive cutting-edge technology, this may be the right role for you! 


We're committed to DRIVING CLIENT SUCCESS to enable our clients to make their mark on the world. Here's how you will help us do that:

  • Build trusted relationships with and serve as senior advisor to clients who are mainly within the technology collaboration and standards-setting space. Highly aware of the political and technology trends that could affect client success.
  • Work closely with clients to develop and monitor their strategic and operating plans, constantly seeking growth of the client and Virtual's growth in the client.
  • Guide new clients in the launch of their organizations. Work closely with the client to establish proper governance and structure to help drive vision and mission of the organization.
  • Act as account director internally to manage client teams and ensure alignment with Virtual scope and client goals.
  • Demonstrate strong organizational and program management skills to develop processes for membership activities, Board, committee support, and in all functional areas, including program definition, planning, budgeting, risk management, project control, and change management.


We seek to provide EXCELLENCE EVERYWHERE through proven best practices, efficiency, and continuous improvement. Your role in that will be to:

  • Manage resource allocation monitoring determination of best efficiencies; communication with staff and time reporting to check accuracy of targets monthly. Drive Virtual profitability review monthly, research detail as needed and raise with management team.
  • Collaborate with departmental management team to determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
  • Collaborate with and contribute to management team to ensure Client Services Tech has a voice in corporate goals, initiatives, and projects.


We all have a hand in creating a COMPANY WE LOVE by LEADING THROUGH OUR VALUES and fostering a culture that empowers and rewards its employees. You will:  

  • Represent Virtual's core values of innovation, service excellence, empowerment, respect, teamwork, generosity, fun and trust.
  • Exemplify our servant leadership philosophy every day by building trust, serving first, and acting as one team
  • Develop, inspire and equip all team members within assigned client teams.


As our next Director, Client Services you will bring:

  • 10+ years of senior level Strategic Consulting, Account Management and/or Program Management experience in High Tech/Consulting/Industry Association environment or equivalent.
  • Bachelor's degree required, Master's degree preferred.
  • Experience driving technology industry associations in a leadership capacity at either staff, committee or Board level.
  • Experience working in a professional services organization; servicing multiple clients simultaneously.
  • Inspirational leadership skills: servant leadership capabilities required.
  • Assertive and self-confident business driver, comfortable interfacing with business leaders.
  • Detail-oriented, with strong and effective organizational skills, including strong time-management, the ability to manage multiple tasks and deadlines simultaneously in a fast-paced, deadline-driven environment.
  • Outstanding written & verbal communications skills.
  • Experience working with global constituency.
  • Expertise in MS Office Suite with strong proficiency in web & database management.
  • High level of creativity and "rolled up sleeves" working style.
  • Must be a self-starter, with the ability to work independently with limited supervision, work well under pressure and have solid problem-solving skills.
  • Willingness and ability to accommodate global client time zones and travel up to 30% (travel includes international and domestic; valid passport required).


About Virtual Inc:   

Virtual is a professional services firm that provides strategic advisory and execution services for standards organizations, technology consortia, associations, professional societies, and advocacy groups that are forming, growing or changing. We help our clients make their mark on the world every day! These global clients include organizations led by Google, Facebook, Microsoft and more. We also service organizations that are tackling some of the biggest problems in the world today, from eating disorders, to space travel to noise pollution. 

Headquartered in Wakefield, MA with offices in Nashville, TN and Reston, VA, Virtual also brings together a remote workforce from all over the US. Founded in 1999, Virtual's friendly and inclusive culture is the driving force behind our success and continued growth. We are proud to be recognized in the Best Places to Work list! Living our values on a day-to-day basis is real. Not just a poster on the wall.  Virtual's core values include trust, respect, innovation, service excellence, empowerment, teamwork, generosity, and fun. 

Virtual, Inc.
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