Job Title: Director of Client Experience

Department: Client Experience

Pay Grade:
 

Overtime Eligibility:
Exempt

Date:
February, 2026

Job Summary:

The Director of Client Experience is a pivotal leadership role responsible for steering the team that serves as the heartbeat of our client support services. This individual will act as the primary strategic liaison between our customers, field agents, dealerships, and the internal claims department. The Director is responsible for ensuring a seamless, high-quality client journey while driving operational efficiency and supporting revenue growth through team development.

Minimum Qualifications:

Education

Bachelor’s in business administration or related field

Experience

5+ years of experience in client experience, client services, account management or related field

Licensure, Certification, and/or Registration

Supervision Exercised

☒ Direct ☐ Indirect ☐ N/A

Typical Positions Supervised

Business Development Managers, Client Success Manager

Primary Job Functions

• Directs and mentors the Client Experience team, fostering a culture of high performance, empathy and professional growth
• Serves as the critical bridge between customers, agents, dealerships and the claims department to ensure organizational alignment and service continuity
• Establishes and enhances high-level relationships with key clients and dealerships creating tailored plans to address their specific business needs
• Collaborates cross functionally with internal teams to ensure a seamless experience that directly supports a consistent and premium client experience
• Trains and advises the team on the expert use of ProfitTrack and other internal systems to drive efficiency
• Partners with the sales team to identify up-sell and cross-sell opportunities, training the team to execute these initiatives as value added solutions
• Develops, tracks and reports on KPIs to measure success and identify areas for improvement
• Analyzes the data provided by KPIs and customer feedback to gain insight to make data-driven decisions for improvement
• Acts as senior escalation point for complex complaints or high-stake issues with logic and diplomacy

Skills & Competencies Required

• Bachelor’s degree in business administration or related field
• 5+ years of experience in client experience, client services, account management or related field
• Proven track record of managing, coaching and mentoring direct reports
• Exceptional verbal and written communication skills with an aptitude for negotiation
• Strong ability to investigate, evaluate and recommend actions based on logic and data interpretation
• Demonstrated ability to manage multiple high-priority tasks simultaneously in a fast-paced environment
• Expert command of Microsoft Office and the ability to verify and maintain complex data records