Director, Client Experience

Let us introduce ourselves. 

livingHR is the remote-first, professional services “work agency” created to make work better. We have served over 400+ organizations to provide human-centric, future-of-work ready, HR-managed services, professional services, and products to augment HR and People functions around the world.  

livingHR believes in taking exceptional care of our team so they can take exceptional care of our clients, partners, and communities. We are adaptable, entrepreneurial, and always looking to iterate and make improvements, which can come with a lot of change (for the better). If you are looking for a role where no day is ever the same, and you prescribe to the idea that variety is the spice of life, then you will likely enjoy our way of working. The people who find the most success here are those who are willing to be a part of a team, where no task is too big or too small, and feedback is welcomed.

To learn more about our Culture Code, Cares Campaign, and our WeBelong work in Diversity, Equity, and Inclusion visit our website: https://livinghr.com/.  

As a full-time team member, we offer you:  

Autonomy & Flexibility: We call it, WfWiMS “Work from Where it Makes Sense,” a philosophy we have had in play since our inception in 2009, and we have no plans to change. This flexibility comes with a responsibility to self-manage and be an exceptional performer. We work remotely and have offices in our hub markets if you want to come in or go onsite with a client and from time to time, we do that too. 

Compensation: Competitive, fair, and transparent base salary plus incentives for account growth, retention, and client referrals. 

Comprehensive Benefits: We provide a wide range of benefits, including medical, dental, 401k, STD/LTD, life, and telehealth mental health counseling.* 

Unlimited PTO/Paid Holidays: We encourage you to use your time, with a minimum requirement, and provide *23 paid holidays. 

A Culture of Impact and Humanity: We care about the impact (check out our Impact Report here) we make and the humanity we extend to each other, our clients, and our broader community. Learn more about the culture here: https://livinghr.com/culture.  

Job Title: Director/Sr. Manager, Client Experience

Full-time  

Reports to Principal

Base Compensation Range:  $90K-$115K

*Level based on size and complexity of client and autonomy in running project teams successfully

Locations: FL, GA, SC, NC, RI, CT, NH, MA

Overview 

Serve as the primary client contact and ensure successful delivery of livingHR product and solutions. This role is instrumental in maintaining a high level of client satisfaction. Collaborate closely with Principal and client stakeholders to allocate resources, prioritize initiatives, and achieve project goals within defined budgets and timelines. You will also lead the project team in delegating and coordinating essential tasks. 

• Partner with principal to build and maintain strong account relationships by providing quality work that wows the client and drives strategic impact demonstrated through client KPIs (eNPS, turnover/attrition, career path ratio, time to fill, etc.)
• Leverage data across people analytics, survey data, compensation data, and business financial data to provide insights and recommendations to internal and external clients through data storytelling
• Continuously improve client satisfaction demonstrated through livingHR service delivery KPIs (NPS, client retention, account growth, client referrals, etc.)
• Execute strong project management skills and organization that informs accurate reporting and leads to overall healthy accounts​
• Effectively delegate to and coach team members, ensuring work is being done at the right level and team members gain exposure and development across all product and solution offerings ​
• Demonstrate strength in professional services and client management by effectively fostering client relationships from seamless implementation and onboarding through every phase of client evolution and growth showcasing livingHR's value as an enduring strategic partner
• Lead the design and implementation of comprehensive total rewards strategies, including compensation, benefits, recognition, and performance management programs, tailored to meet the specific needs and objectives of our clients
• Conduct thorough analysis of market trends, industry benchmarks, and regulatory requirements to ensure total rewards programs are competitive, compliant, and aligned with best practices
• Partner with clients to assess current total rewards programs, identify areas for improvement, and develop recommendations for enhancing effectiveness and efficiency
• Collaborate with internal and external stakeholders, including HR leaders, executives, and external vendors, to drive consensus and alignment on total rewards initiatives
• Provide expert guidance and advice on complex compensation matters, such as executive compensation, equity programs, incentive plans, and pay equity analyses
• Deliver engaging presentations and workshops to educate clients on total rewards strategies, trends, and best practices, and build their internal capabilities
• Stay abreast of emerging trends and innovations in total rewards practices, and proactively identify opportunities to differentiate our consulting offerings and add value to clients
• Lead or contribute to HR technology vendor selection and implementation projects, including requirements gathering, vendor evaluation, system configuration, testing, and training

• Bachelor's degree in related field​
• Proven experience (3+ years) in professional services management, with a track record of successful project delivery and client satisfaction
• Minimum of 8 years of progressive experience in total rewards, compensation, benefits, or related HR functions
• Experience working as HRBP or broad generalist within both SMB and enterprise organizations​
• Experience with people analytics, survey data, compensation data, and business financial data
• Subject matter expertise in Compensation
• HR Technology experience, preferred
• Achieves effective project budget and timeline targets as well as delegation and project team management​
• Proven experience managing and growing client accounts (revenue)​
• Execution of client strategy aligned to talent strategy​
• Demonstrate impact through strong subject matter expertise and client advisement in at least one of the following (Modernizing People Ops, DEIB, Talent Optimization, Search/TA, Employee Experience, Culture/Talent Brand/Communications, Compensation, Strategic Workforce Planning) 
• Proven track record of driving innovation and continuous improvement in total rewards programs to support business objectives and enhance employee engagement and retention
• Deep subject matter expertise in total rewards principles, practices, and methodologies, including compensation design, benefits administration, and performance management
• Strong analytical skills with the ability to interpret data, analyze trends, and develop actionable insights and recommendations
• Proven experience meeting or exceeding the below targets:​
• Client retention​
• Overall Client and employee experience and NPS​
• Account and project profitability ​

Our Process  

Step 1: Click that “apply” button if the role is right, the compensation is in range, and you want to make an impact! We know job searches can be tough. While we wish we could personally respond to every candidate, we will only reach out to candidates that meet or exceed the requirements and align with where livingHR has hub offices (https://livinghr.com/locations). We have also built a career transition portal to help everyone in their search for their next role. Check it out: https://livinghr.com/career-transition-portal 

Step 2: Stay connected! 

Follow us on social: https://www.linkedin.com/company/livinghr/ | https://www.instagram.com/livinghrinc | https://www.facebook.com/livinghrinc/  

Check out our Careers page for additional opportunities: https://livinghr.com/careers  

Step 3: If you are selected for a phase 1 interview, one of the compassionate humans on our team will reach out to you to confirm your interest, requirements, desired comp, etc., and will determine the best next steps. Candidates who move forward in this process will likely start with a virtual interview via Zoom. This virtual interview could be with one or two livingHR team members and we’ll seek to truly get to know one another, share more about the opportunity, and answer any questions you have. 

Step 4: We will provide transparent and timely communication as we go. The process looks a bit different for each role but generally, we want you to meet a cross-functional representation of the team, take an assessment, and share some work samples. We can’t wait to learn more about you! 

If you need assistance or any accommodations with this application, we’re here and so happy to help. Contact us at talent@livinghr.com.