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Director of Client Services

| Chicago
To apply, please email your resume to [email protected] with the subject line “Crafty Director of Client Services application”.
Apply now

The Role:

Crafty is seeking an experienced Director of Client Services to lead our managed service business unit! The Director of Client Services is responsible for leading, coaching and mentoring their team with a focus on developing and scaling our largest and fastest growing business unit. Crafty’s Client Services comprises of each element of our client-facing services team –  account management, field operations, and customer success. This individual will be both building strategies for their sales & account management teams to grow our client base, as well as analyzing our cost structure to find room for efficiencies.

Over the first 2 years we've multiplied our top-line each year, and we fully expect to continue the same over the coming years. Our Client Success, Accounts, and Sales teams are maturing into a first class, industry leading Client Services organization.

There are four main functions of this role as this individual will lead our client services organization and continue to build our Managed Service programs.

1. People management: This role requires a strong people leader - you will be leading teams of account managers and field operations, customer success coordinators, and implementation specialists as we continue to build out and manage client locations.

2. Strategy: As the business unit continues to grow, our programs should as well. We must continuously adapt to the market. This role takes a higher-level view of our product and how it solves the problems of our clients. Whether it’s thinking about increasing the share of wallet, expanding into new categories that the client is asking for, or determining new productization options, this role should be constantly pushing the thinking on how we go to market.

3. Operations & implementation: Organizational strategy is something that constantly needs to be reworked as we grow. We’re always in search of more economical ways to build a stronger operational support for our on-the-ground execution. Much of this requires systems to be put in place to support every member of the team, and to allow us to scale more efficiently.

4. Cross-functional problem solving: The ideal candidate is an expert at communicating the big picture, is able and willing to be hands-on, and understands all tasks and responsibilities of their team. This individual will work closely with internal teams such as Sales, Operations, Finance and Product Design.

The day-to-day of this role lives primarily in people development and operations, and the higher-level side of this role focuses on solving for a more efficient and scalable business unit:

  1. Build, support, and adapt systems that span the Client Services division.

  2. Work alongside sales to bridge the gap between sales and implementation of our product.

  3. Support all members of the Managed Service team in learning about their pain points and build systems to increase team efficiency.

  4. Liaise across internal functions (sales, operations, finance and technology) to cross-communicate feedback, develop systems that bridge each function, and constantly evolve the product to meet changing client needs.

  5. Collect, interpret and report key financial data to track the financial condition of the department.


Who we are:

Crafty’s mission is to help companies craft better workplaces. We work with offices to elevate happiness by providing snacks, beverages, alcohol, and unforgettable events!

When we first launched on December 1, 2015, our business was a craft beer marketplace that delivered delicious, small-batch local craft beers to offices throughout the city. We have since evolved into a full-service food, beverage, and event management platform for offices in Chicago. Some of our biggest name customers are Motorola Solutions, Yelp, Uber, Sprout Social, Trunk Club, WeWork, Enova, Expedia, and Coyote Logistics!  From hot coffee to cold brew coffee, from kegs of craft beer to bottles of Bud Light, from LaCroix to Coke Zero, from coffee cups to plastic silverware, and from fully stocked office kitchens to poppin’ events and tastings, we offer a truly comprehensive product portfolio.

Who we are looking for:

Your experience:

  • 5+ years experience managing teams of 8+

  • 5+ years of account management / client service / professional services

  • Experience building highly consultative client relationships

  • Build and leverage strong teams through hiring and development; should be skilled at managing all levels of performance with proven ability to provide timely, specific and constructive feedback

  • Evaluate existing and implement new business processes and systems; ensure adoption of new systems and play a major role in change management

  • Experience in operations (retail operations, sales operations, ideally)

  • Provide hands-on assistance in developing realistic project timelines for custom initiatives by engaging with cross-functional teams

  • Stellar interpersonal skills that encourage team cooperation, promote enthusiasm, motivate strategic thinking and ensure insightful problem solving

Your proficiencies:

  • Microsoft Powerpoint

  • Microsoft Excel

  • Tableau

You are:

  • Extraordinarily organized. Detail-orientation is an absolute must. You have tried-and-true methods in your arsenal for staying organized and on top of it all.

  • Extremely hard working. We are a startup with the mentality that no job is too big or too small for us. You hustle because that’s just how you work.

  • Calm and collected in the line of fire. On a day where everything that could go wrong has gone wrong, you find a way to stay positive and promote that attitude within your team members

  • Passionate about growth.  We have a bright future ahead – which depends on our team’s spirit, morale, and work ethic.

What we offer:

Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart hooligans who work incredibly hard and know how to get things done. Building the structure to support our team as it continues to grow will have a tremendous impact in enabling our growth today and shaping the company that we become.

Our employees are joining our team, and we are proud to offer a compensation package that includes an option to join our Crafty healthcare plan to cover health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, it goes without saying, but snacks, beverages, and fun Crafty events are a part of that!

Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.

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To apply, please email your resume to [email protected] with the subject line “Crafty Director of Client Services application”.
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