Job Description

We are looking for a dynamic and customer-centric individual to join our team as a Client Services Director at our IT Consulting Firm. In this role, you will be instrumental in nurturing client relationships, ensuring their satisfaction with our services, and driving long-term value realization.

Key Responsibilities for Customer Relationships

• Maintain proactive communication with 20+ clients, ensuring their needs are anticipated and met.
• Support 200+ staff augmentation resources working at various clients.
• Develop and implement customer success plans tailored to each client's business goals.
• Conduct regular check-ins and performance reviews with clients to discuss progress and gather feedback.
• Resolve issues related to client resources through performance improvement planning and execution.

Client Engagement and Retention

• Identify opportunities for upsell and cross-sell based on client needs and industry challenges.
• Foster a positive relationship with clients by addressing their inquiries and resolving issues swiftly.
• Organize and conduct client training and onboarding sessions to enhance product utilization.
• Gather and report on KPIs relating to Customer Success and Client feedback
• Create, update and present Governance and Quarterly Business Reviews for and with clients.

Collaboration with Internal Teams

• Work closely with sales and product teams to ensure seamless client transitions from sales to service delivery.
• Provide feedback to technical teams on client experiences and potential areas for improvement.
• Conduct regular check-ins with consultants in conjunction with internal People & Culture team to discuss progress and gather feedback.
• Contribute to the development of support materials and documentation for clients.

Required Skills and Experience

• 10+ years of experience in a Client Delivery, Customer Success, Account Management, or related role in the IT industry.
• Excellent communication skills with a strong ability to present complex concepts to diverse audiences.
• Proven track record in building strong client relationships and delivering client-focused solutions.
• Exceptional organizational skills and ability to manage multiple client accounts effectively.
• Experience with CRM software and customer success tools.
• Bachelor's degree in Business, Information Technology, or a related field.

Preferred Qualifications

• Experience in IT consulting or technology services.
• Proficiency in data analysis and experience using data to inform decisions.
• Knowledge of current market trends and challenges faced by enterprise clients.

Join our team and be a catalyst for success in helping our clients achieve their business objectives through innovative IT solutions. We are committed to fostering a collaborative and empowering work environment that thrives on diversity and inclusivity.

If you are interested in this opportunity and meet the qualifications listed above, please submit your resume and a brief introduction video.

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