Director of Client Services

Alcott HR is seeking a strategic and forward-thinking Director of Client Services to lead and evolve the client service function within our PEO (Professional Employer Organization). This role is responsible for enhancing the overall client experience across our co-employment model, strengthening controllable retention, and building scalable service processes that support long-term growth. As a key member of our leadership team, the Director of Client Services will proactively implement initiatives that elevate service delivery across HR, benefits, payroll and operations. Additionally, they will partner closely with our team of client-facing HR Business Partners who serve as the primary relationship owners for our SMB clients.

This leadership role requires a strong understanding of the PEO service model, operational excellence, client relationship expertise, and the ability to drive change across departments. This is an exciting opportunity to influence and elevate our client services function while developing and mentoring a high-performing team of client-facing professionals. The right leader will drive meaningful changes, strengthen accountability, and shape the overall client experience for Alcott HR's valued customers.

Here's what you'll do:

• Develop and execute a proactive client service and retention strategy focused on measurable outcomes.
• Identify leading indicators of client dissatisfaction and implement preventative action plans.
• Partner with leadership to analyze retention trends, loss reasons, and client feedback to improve controllable retention.
• Design scalable service models that support growth while maintaining high-touch client support.
• Evaluate and enhance the structure, processes, and tools within the client service function.
• Establish service standards and accountability metrics across teams.
• Coach and support HR Business Partners in strengthening consultative client relationships
• Serve as a strategic partner to all Alcott HR departments to ensure cohesive service- delivery.
• Escalate and resolve complex client issues with a solutions-oriented and business-minded approach.
• Drive internal communication and alignment to improve response times and service consistency.
• Lead client service process improvement initiatives
• Implement tools and reporting mechanisms to enhance visibility into client health and engagement.
• Champion a culture of accountability, responsiveness, and continuous improvement.

Qualifications & Skills

• 5+ years of leadership experience in client services, account management, or HR consulting, preferably within a PEO, HCM, or outsourced services environment.
• Demonstrated success in improving client retention and service performance metrics.
• Experience leading or developing client-facing teams (HR Business Partners, Account Managers, Client Service Managers, etc.).
• Strong understanding of HR operations, employment practices, benefits, payroll, and compliance within a multi-client environment.
• Proven ability to identify systemic issues and implement scalable solutions.
• Highly analytical with strong business acumen.
• Exceptional communication and relationship management skills.

Compensation: $110,000 - $140,000 annually, commensurate with experience

About Alcott HR

At Alcott HR, we have a Passion for People and Performance™. We empower leaders to focus on their core business purposes and meaning, which enables them to more quickly and efficiently grow their business. Alcott HR provides clients and business owners with customized solutions for running their business, including HR best practices, regulatory compliance, payroll, training and development, employee benefits, risk management support, workers' compensation insurance and employment related administration. We serve a diverse group of successful profit and not for profit businesses across the U.S. Get to know us by visiting www.alcotthr.com.

Alcott HR provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Alcott HR complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.