Director of Client Services

Job Summary:

The Director, Client Services leads Blossom’s client-facing delivery organization across all product lines — Core, Digital, Cards, AI, and Hardware. The area comprises three functions:
Implementation, which brings new clients live;
Professional Services, which delivers paid client-requested work; and Client Education, which makes credit union staff proficient and keeps them informed.

The Director is accountable for delivery outcomes — on-time, on-scope launches with clean data and prepared client teams — and for the operating system that produces them: a repeatable methodology, disciplined scoping and estimation, resource capacity planning, a delivery partner relationship, and a budget. The Director formulates the standards the organization works to, exercises independent judgment in scoping and approving client engagements, and serves as the senior escalation point with credit union executives.

The role exists to make Blossom’s implementations predictable and its clients self-sufficient, in service of Blossom’s mission of a modern, member-first banking experience.

Supervisory Responsibilities:

• Oversees staffing, training, and performance management to ensure high-quality, consistent delivery.

• Provides mentorship, coaching, and professional development opportunities for all direct reports.

Duties/Responsibilities:

Implementation Delivery

• Directs all client implementation projects across Core, Digital, Cards, AI, and Hardware, ensuring on-time, on-scope, and high-quality launches.

• Exercises independent judgment in scoping, sequencing, and approving client implementation plans, including production cutover go/no-go decisions.

• Establishes go-live readiness criteria spanning data readiness, training readiness, and site readiness, and approves readiness at each gate.

• Serves as the senior escalation point for at-risk implementations, engaging credit union executives directly to define and commit to remediation approaches.

• Establishes and chairs a portfolio-level risk and status cadence, tracking risks, assumptions, issues, and dependencies across concurrent engagements, and reports portfolio health to the executive team.

• Negotiates implementation scope, milestones, and timelines directly with client credit union executives.

• Personally leads or accompanies strategic implementations — merger conversions, first deployments of a new product, flagship and reference clients, at-risk recoveries, and multi-branch hardware rollouts.

Data Conversion

• Owns end-to-end client data conversion — conversion strategy, mock conversion cycles, balancing and data-integrity validation, cutover planning, and post-conversion verification.

• Directs merger conversions, including dual-institution data reconciliation, member record consolidation, and coordination against a committed regulatory close date.

• Directs card processor conversions and the core-side work they depend on, including file formats, posting logic, and card record setup.

• Formulates conversion standards, validation criteria, and acceptance thresholds, and authorizes deviation from standard procedures where client circumstances warrant.

• Directs post-conversion issue triage and resolution through stabilization.

Professional Services Engagements

• Directs the delivery of paid client-requested engagements — configuration, custom development, integrations, custom reporting, and data extracts.

• Approves engagement scope and estimates, and authorizes Statements of Work within delegated authority.

• Approves post-signature scope changes and change orders, and commits the company to revised timelines and delivery approaches.

• Is accountable for estimate accuracy — actual effort against scoped effort — and directs corrective action to scoping standards when variance exceeds…