Director of Client Services

Job Description **Job Summary:** **The Director, Client Services leads Blossom's client-facing delivery organization across all product lines --- Core, Digital, Cards, AI, and Hardware. The area comprises three functions: Implementation, which brings new clients live; Professional Services, which delivers paid client-requested work; and Client Education, which makes credit union staff proficient and keeps them informed.** **The Director is accountable for delivery outcomes --- on-time, on-scope launches with clean data and prepared client teams --- and for the operating system that produces them: a repeatable methodology, disciplined scoping and estimation, resource capacity planning, a delivery partner relationship, and a budget. The Director formulates the standards the organization works to, exercises independent judgment in scoping and approving client engagements, and serves as the senior escalation point with credit union executives.** **The role exists to make Blossom's implementations predictable and its clients self-sufficient, in service of Blossom's mission of a modern, member-first banking experience.** **Supervisory Responsibilities:** * **Oversees staffing, training, and performance management to ensure high-quality, consistent delivery.** * **Provides mentorship, coaching, and professional development opportunities for all direct reports.** **Duties/Responsibilities:** **Implementation Delivery** * **Directs all client implementation projects across Core, Digital, Cards, AI, and Hardware, ensuring on-time, on-scope, and high-quality launches.** * **Exercises independent judgment in scoping, sequencing, and approving client implementation plans, including production cutover go/no-go decisions.** * **Establishes go-live readiness criteria spanning data readiness, training readiness, and site readiness, and approves readiness at each gate.** * **Serves as the senior escalation point for at-risk implementations, engaging credit union executives directly to define and commit to remediation approaches.** * **Establishes and chairs a portfolio-level risk and status cadence, tracking risks, assumptions, issues, and dependencies across concurrent engagements, and reports portfolio health to the executive team.** * **Negotiates implementation scope, milestones, and timelines directly with client credit union executives.** * **Personally leads or accompanies strategic implementations --- merger conversions, first deployments of a new product, flagship and reference clients, at-risk recoveries, and multi-branch hardware rollouts.** **Data Conversion** * **Owns end-to-end client data conversion --- conversion strategy, mock conversion cycles, balancing and data-integrity validation, cutover planning, and post-conversion verification.** * **Directs merger conversions, including dual-institution data reconciliation, member record consolidation, and coordination against a committed regulatory close date.** * **Directs card processor conversions and the core-side work they depend on, including file formats, posting logic, and card record setup.** * **Formulates conversion standards, validation criteria, and acceptance thresholds, and authorizes deviation from standard procedures where client circumstances warrant.** * **Directs post-conversion issue triage and resolution through stabilization.** **Professional Services Engagements** * **Directs the delivery of paid client-requested engagements --- configuration, custom development, integrations, custom reporting, and data extracts.** * **Approves engagement scope and estimates, and authorizes Statements of Work within delegated authority.** * **Approves post-signature scope changes and change orders, and commits the company to revised timelines and delivery approaches.** * **Is accountable for estimate accuracy --- actual effort against scoped effort --- and directs corrective action to scoping standards when variance exceeds threshold.** * **Manages the services backlog and prioritizes engagements against implementation commitments and available capacity.** **Delivery Partner Management** * **Owns Blossom's relationship with the onsite implementation partner, including scope definition, service levels, and performance standards.** * **Is accountable to clients for partner-delivered outcomes, including installation quality, schedule adherence, and onsite client experience.** * **Monitors partner performance against agreed service levels, conducts periodic performance reviews, and directs remediation where standards are not met.** * **Directs coordination with third-party vendors, OEMs, card processors, and integration partners on dependencies affecting client go-live dates.** **Client Education** * **Owns Blossom's client education function, directing the design and delivery of onboarding curricula for new clients and role-based training for credit union staff.** * **Establishes competency standards and certification criteria for client staff, and determines client training readiness as an input to go-live approval.** * **Directs ongoing post-launch client training, including refreshers, new-feature enablement, and training tied to new product deployments, whether included in a setup fee or scoped under a Statement of Work.** * **Directs client-facing product and release communications, ensuring credit unions understand and can act on product changes.** * **Directs the development of internal staff training and knowledge resources, including onboarding for new hires across the Client Services organization.** * **Partners with Product and Engineering to identify enablement needs and to build knowledge resources that measurably reduce support volume and delivery friction.** **Team Leadership** * **Directs the work of the Client Services organization. Recommendations regarding hiring, performance, promotion, discipline, and other changes of status are given particular weight.** * **Provides mentorship, coaching, and professional development, and manages performance to consistent quality and delivery standards.** * **Forecasts resource capacity against the combined implementation and services backlog, and plans staffing and assignment to meet committed dates across all product lines.** **Commercial and Operational Ownership** * **Owns the Client Services budget and is accountable for delivery cost and team utilization against plan.** * **Partners with Sales during the pre-sales cycle to scope and estimate implementation effort and to define Statements of Work.** * **Establishes scoping and estimation standards, and is accountable for the quality of estimates the organization commits to.** * **Is accountable for professional services revenue delivery and backlog realization against plan.** **Process, Standards, and Reporting** * **Formulates and maintains Blossom's delivery methodology, project plan templates, quality gates, and milestone tracking, and revises them as the product portfolio and client base evolve.** * **Establishes delivery and education metrics and quality benchmarks across all product lines, and drives measurable improvement against them.** * **Directs the transition from implementation to ongoing support, ensuring clients are fully trained and support-ready at go-live and that Client Support receives complete handoff documentation.** * **Interprets and applies regulatory and contractual requirements in implementation design and configuration decisions.** * **Reports on delivery performance, services revenue, training completion, and client satisfaction to senior leadership on a defined cadence.** **Performs other related duties as assigned.** **Required Skills/Abilities:** * **Demonstrated ownership of a departmental budget or equivalent financial accountability.** * **Proven success running concurrent, complex implementations across multiple products or business lines.** * **Working knowledge of financial institution operations and core banking systems, including data conversion methodology and integration concepts.** * **Demonstrated ability to establish delivery metrics and drive measurable improvement against them.** * **Strong problem-solving, troubleshooting, and analytical abilities.** * **Outstanding written, verbal, and presentation skills, with proven executive presence in client-facing settings.** * **Proficiency with project and knowledge management tooling --- for example \[Jira / Confluence / Smartsheet / Salesforce / LMS platform\].** * **Proficiency with Google Workspace or similar productivity tools.** **Education and Experience:** * **Bachelor's degree in Business,Information Systems, or related field (Master's degree preferred).** * **8 years in client implementation, project management, professional services, technical onboarding, or delivery leadership within financial technology, SaaS, or financial services.** * **4 years leading and developing a client-facing delivery team, with accountability for team performance and outcomes.** * **Experience scoping and estimating project effort and documenting solutions in Statements of Work.** * **Experience managing third-party delivery partners or subcontracted implementation resources, with accountability for their performance to the client.** **Physical Requirements:** * **Prolonged periods of sitting at a desk and working on a computer.** * **Occasional travel to client sites, training sessions, or conferences may be required.** * **Must be able to lift up to 15 pounds at times.** **What We Offer** * **Company-paid medical, dental, and vision insurance for employees** * **Company-paid life and AD\&D insurance** * **Company-paid short- and long-term disability** * **401(k) retirement plan** * **Flexible Spending Accounts (FSA)/ Dependent Care Spending Account (DCSA)** * **Unlimited PTO** * **Employee Assistance Program (EAP)** * **Voluntary supplemental insurance options**