Head Of Client Support

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Description

Position Overview

The Head of Client Support leads Arbill's client-facing operations that includes Customer Support Associates (CSA) and on-site Safety Store Associates (SSA) as well as driving support to become a proactive commercial advantage. This is not a maintenance role. We are seeking a proven transformational leader with multi-company experience who knows what modern best practices look like. The ideal candidate pairs strategic account leadership with deep systems expertise (specifically Dynamics/Salesforce CRM/Service Cloud, modern tool environments, and AI workflow tools) to drive scalable, cost-effective automation, root-cause defect elimination, and superior client retention.

Key Responsibilities

1. Operational Excellence & Cost-Effective Automation (40%)

• Drive SLA compliance across daily order entry, quotes, implementations, and case resolution.
• Spearhead system and workflow automation-leveraging Dynamics/Salesforce, ERP systems, and modern digital tools to reduce manual touches, prevent repeat tickets, and lower cost-to-serve.
• Implement structured root-cause methodologies (e.g., Five Whys, Kaizen) to identify operational breakdowns and permanently eliminate recurring issues.
• Establish clear, objective KPIs for service accuracy, queue velocity, and issue prevention across both remote (CSA) and on-site (SSA) teams.

2. Strategic Client Relationships & Retention (30%)

• Own executive and operational relationships across key accounts, serving as the senior escalation partner for service recovery.
• Deliver and support structured client reviews (QBRs/other reports) that showcase SLA metrics, supply chain health, and value-added savings.
• Partner with Sales and Safety Account Management to protect margins, surface expansion opportunities, and align service delivery with account retention and growth plays.

3. Transformational Leadership & Team Development (30%)

• Lead, mentor, and build bench strength across supervisors, remote specialists, and on-site store managers.
• Cultivate a proactive, accountability-driven culture focused on anticipating customer friction before it manifests as a complaint.
• Standardize actionable SOPs and training programs that ramp new team members quickly and ensure process consistency.

Requirements

Qualifications & Competencies

• Experience: 7+ years of progressive leadership in Customer Success, Client Services, or Support Operations within distribution, manufacturing, or B2B services.

• Lifecycle Perspective: Proven background operating across multiple company environments (e.g., high-growth, turnaround, or enterprise scale) with a demonstrated track record of migrating legacy processes into modern industry best practices.

• Technology & Tool Stack Expertise:

• Advanced, hands-on experience evaluating and deploying Dynamics/Salesforce (Service Cloud / CRM), modern ERP workflows (e.g., Prophet 21 or equivalent), and automated ticketing engines.

• Practical knowledge of identifying, evaluating, and implementing cost-effective automation, AI-assisted triage, and self-service customer tools.

• Analytical Problem Solver: Strong quantitative acumen; skilled in root-cause defect analysis, queue management, and dashboard reporting.

• Education: Bachelor's degree in Business, Supply Chain, Operations, or equivalent practical leadership experience.