Client Relationship Director

Client Relationship Director

Strategic Accounts Client Growth Service Excellence

As a trusted advisor to client executives this roleconnects client priorities with delivery sales finance and solution teams. The successful candidate combinesexecutive presencecommercial and financial acumenservice governance and the ability toinfluencecross-functional teams.

• Build trusted relationships with executive and operational stakeholders and serve as the senior escalation point for assigned accounts.
• Translate client objectives challenges and industry trends into strategic account plans and measurable outcomes.
• Lead executive business reviews operational governance and strategic planning sessions.
• Represent the voice of the customer internally and strengthen the organizations position as a strategic partner.

• Develop and execute account growth plans along with commercial team aligned with client priorities and company goals.
• Identify cross-sell upsell and transformation opportunities and partner with sales and solution teams to develop proposals and business cases.
• Support contract renewals negotiations pipeline management revenue forecasting and commercial decision-making.

• Maintain accountability for service performance contractual commitments SLAs KPIs and governance requirements across assigned accounts.
• Monitor service health customer experience operational metrics risks and escalations; lead corrective action and recovery plans when needed.
• Partner with delivery teams to resolve issues improve performance and implement continuous improvement initiatives.
• Gather customer feedback and convert insights into actions that improve value satisfaction and retention.

• Own or partner on account financial performance including revenue margin cost EBIT budgets forecasts invoicing and contractual obligations.
• Partner with finance and delivery leaders to improve profitability and operational efficiency without compromising service quality.

• Present account performance financial results risks opportunities and strategic recommendations to client and company leaders.
• Prepare clear scorecards business cases executive updates and decision materials.
• Coordinate delivery operations sales finance HR and executive stakeholders around a unified account strategy.
• Influence without direct authority and coach account teams to strengthen client engagement.

• Bachelors degree in business information technology management or a related field or equivalent practical experience.
• Experience managing enterprise clients within account management client success consulting or service delivery.
• Demonstrated strength in executive stakeholder management commercial negotiations financial management service governance and risk resolution.
• Ability to develop account strategies communicate complex information clearly and lead cross-functional teams.

10 years of relevant experience including executive ownership of large enterprise accounts and demonstrated success with client satisfaction contract renewals revenue growth and profitability.

• MBA or equivalent advanced business qualification.
• Strong understanding of P&L contracts commercial models revenue management and business case development.
• Consultative selling strategic planning customer advocacy negotiation facilitation and conflict-resolution skills.
• Experience with service management executive governance continuous improvement performance management and organizational change.

• Client outcomes:customer satisfaction NPS executive engagement retention and renewal performance.
• Financial performance:revenue growth margin and EBIT account profitability and qualified pipeline.
• Operational performance:SLA achievement service quality governance effectiveness and issue resolution.
• Strategic growth:cross-sell and upsell results strategic initiative delivery transformation support and relationship expansion.