Director - Customer Success (RPO Projects)

The Role

Korn Ferry is seeking a Director- Customer success to support our RPO projects team.  The Director- Customer success will collaborate across business development, Solutions, Implementation & Operations to ensure effective Strategy and Structural build out with a focus on achieving client expectations & instilling loyalty and confidence.

Key Responsibilities

• Review, advise on, and approve operational solution designs.
• Serve as an operational best‑practices advisor to the sales team.
• Partner with the commercial team during client negotiations and proposal development.
• Facilitate alignment between reporting and operations teams on content, frequency, and distribution of internal and external reporting deliverables, including the first QIM.
• Ensure all reporting aligns with SLAs and required metric evaluations.
• Build and maintain strong relationships with client stakeholders, ensuring clear role accountability and escalation processes.
• Provide Operations with a comprehensive guide to key client contacts, reporting structure, and lessons learned (leadership style, operational preferences, etc.).
• Align communication methods, cadence, and key communication touchpoints across teams.
• Define and gain alignment on key engagement KPIs and SLAs.
• Develop workflows for all phases of the client partnership.
• Document all discovery materials and implementation milestones.
• Ensure appropriate resource allocation to support leaders and meet client requirements
• Support, guide, and monitor iRPO team recruiting efforts specific to the account.
• Maintain alignment with the Operational Leadership Team on priorities and execution.
• Establish daily, weekly, and monthly operational targets based on contractually agreed SLAs.

Required Skills

• Bachelor’s degree or ten years of equivalent work experience in lieu of degree.
• Ten years of relevant experience in talent acquisition.
• Experience partnering with sales for pitches and solution designs.
• Understanding small to large sized solutions
• Familiarity with SLA’s/SOW as it relates to our business.
• Understands revenue and pricing models and P&L’s.
• Computer skills, specifically Excel and PowerPoint, and facility with numbers.
• Business development/sales background or orientation.
• Ability to analyze fairly complex data and develop sound recommendations and solutions.
• Excellent planning and organizing skills; able to “juggle” responsibilities effectively in a high volume, fast-paced service environment.
• Ability to communicate clearly, concisely and persuasively with client and in large group settings.
• Strong customer and results orientation.
• Ability to interact effectively at all levels and across diverse cultures.
• Ability to adapt as organization evolves.
• Energetic, confidence, maturity and interpersonal sensitivity.