Director of Client Success

About EverService Holdings, LLC:

EverService is a global provider of tech-enabled business solutions for companies of all sizes, helping them to grow and scale with digital marketing, website design & development, scheduling & booking services, 24/7 answering services, inbound & outbound sales, live virtual receptionists, client & patient intake, and IT services. The company focuses on end-to-end solutions specialized for the legal, medical, home services, retail and technology industries integrated with clients’ CRM, EHR and operational systems.

Summary of Position:

We are seeking a Director of Client Success to join our dynamic team. In this role, you will be responsible for handling complex client issues and ensuring timely and effective resolution. Your primary focus will be to manage escalations, maintain high client satisfaction, and ensure our services continually meet the high standards we set for ourselves and our clients.

Key Responsibilities:

• Act as the primary point of contact for escalated client concerns and complaints
• Investigate and resolve issues efficiently, ensuring a satisfactory outcome for all parties involved
• Maintain clear, professional, and empathetic communication with clients throughout the escalation process while providing regular updates and follow-up as needed
• Collaborate with relevant teams to implement process improvements that enhance service quality and prevent future escalations
• Work closely with Customer Support, Sales, and other teams to gather information, resolve issues, and provide insights into potential systemic problems
• Develop and maintain detailed records of escalated issues, resolutions, and client feedback
• Generate regular reports on escalation trends and resolution effectiveness for management review
• Assist in developing training materials and resources for clients to help them better understand our services and avoid common issues
• Monitor client interactions and ensure adherence to company policies and best practices
• Provide feedback and recommendations for improving service delivery

Requirements

• 8+ years in a client-facing role with a digital marketing agency or legal services environment required
• Bachelor’s degree in Business, Marketing, Communications, or a related field required
• Previous experience managing escalations or handling complex client issues
• Exceptional problem-solving skills with the ability to handle high-pressure situations calmly and professionally
• Strong communication skills, both written and verbal
• Familiarity with CRM systems, ticketing tools, and digital marketing platforms
• Basic understanding of legal services and terminology is a plus
• Strong attention to detail and a proactive approach to identifying and addressing client needs

The …