Director of Client Experience (Service Delivery)

Description

Leapfrog Services is seeking a Director of Client Experience (Service Delivery) to lead the client-facing service organization within our MSP/MSSP environment.

This Director-level role is responsible for ensuring clients consistently experience Leapfrog as responsive, proactive, and easy to work with, while establishing the standards and structure that guide our client engagement and service delivery. The position provides leadership across our Service Delivery and Account Management functions, ensuring strong communication, clear expectations, and consistent service outcomes throughout the client lifecycle.

Reporting to the COO, this role partners closely with Technical Operations leadership to ensure strong coordination between service teams and engineering teams while maintaining a high-trust client experience.

If you are a relationship-driven leader who excels at building executive client relationships, leading service organizations, and improving client engagement at scale, this role offers meaningful impact within a stable, growth-focused organization.

What You’ll Do
Lead Client Experience & Service Delivery

• Provide leadership across Leapfrog’s Service Delivery and Account Management functions.
• Establish clear standards for responsiveness, communication, and service accountability.
• Ensure clients consistently experience Leapfrog as proactive, responsive, and easy to work with.

Strengthen Executive Client Relationships

• Build trusted relationships with client leadership including Director and C-level stakeholders.
• Lead complex client escalations with professionalism and clarity.
• Ensure expectations remain aligned between Leapfrog teams and client leadership.

Demonstrate Value & Client Alignment

• Translate service outcomes into clear business value for clients.
• Ensure clients understand the impact of Leapfrog services on reliability, security, and operational stability.
• Drive consistent communication around service performance and client health.

Lead & Develop Client-Facing Teams

• Coach and mentor leaders responsible for service delivery and account management functions.
• Promote professionalism, accountability, and strong client advocacy across teams.
• Ensure consistent service standards across client-facing teams.

Collaborate Across the Organization

• Partner closely with Technical Operations leadership to ensure strong coordination between service delivery and engineering teams.
• Work with executive leadership to strengthen long-term client relationships.
• Ensure client feedback informs continuous service improvements.

Requirements

What You Bring

• 8+ years of leadership experience in service delivery, client experience, account management, or client-facing technology services.
• Experience working within an MSP, MSSP, or other multi-client service environment.
• Demonstrated success building trusted relationships with executive client stakeholders.
• Strong leadership, communication, and escalation management capabilities in client-facing service organizations.

Preferred:

• Familiarity with ITIL or service management frameworks
• Experience translating technical outcomes into business value for clients
• Leadership experience managing account management or service delivery teams

What Success Looks Like

• Clients consistently describe Leapfrog as responsive, proactive, and easy to work with.
• Strong executive relationships and trust established with client leadership.
• Clear communication of the business value delivered through Leapfrog services.
• Reduced escalations and stronger coordination between service and technical teams.
• Consistent service delivery standards across client-facing teams.

Why Leapfrog?

We believe strong people deserve strong support. Here’s what you can expect:

• Competitive salary range of $125,000–$150,000 annually
• Medical, dental, and vision insurance
• HSA plan with company contribution
• 401(k) with company match
• Company-paid life and disability insurance
• Paid time off, paid holidays, and birthday off
• Telemedicine and virtual mental health support available from day one
• Professional development support (certifications, training, industry memberships)
• Milestone anniversary rewards and long-term service recognition
• A collaborative, in-office environment in Atlanta

About Leapfrog Services

Leapfrog Services has delivered managed IT and cybersecurity services since 1998. We’re serious about service, accountability, and doing things the right way — and we believe culture plays a meaningful role in performance.

We value ownership, professionalism, collaboration, and steady improvement. If you’re looking for a place where strong systems and strong leadership matter, this might be the Pond you’re looking for!