The Senior Director, Client Service will oversee a portfolio of strategic accounts, develop client relationships, guide internal teams, and drive business growth, requiring extensive experience in B2B sectors.
We are seeking a Senior Director, Client Service with a background in the United States B2B sector (industrial, manufacturing, logistics, distribution, agriculture, transportation, and/or automotive) to join our growing team.
The Senior Director, Client Service reports to the VP, Client Service and will largely be autonomous in managing their book of business. The ideal candidate is a strong strategic thinker with experience operating as a leader of client relationships and proven success driving business growth.
Role & Responsibilities
- Oversee, grow, and continuously expand a portfolio of key strategic diversified accounts, comprising $8-15MM in revenue
- Develop and maintain strong client relationships; serve as the key liaison with executive leaders and senior stakeholders
- Intimately understand the client’s brand and business; identify long term goals and key objectives
- Partner with clients and internal teams to create creative, rich, relevant customer experiences that drive results
- Guide cross-functional teams from initiation through to completion
- Promote Bounteous’ integrated solutions to clients; consistently demonstrate agency value, proactively communicate additional agency capabilities and offerings to grow the scope of business and establish long-term partnerships
- Collaborate with practice and competency leaders to deliver best-in-class solutions
- Develop and manage strategic account management plans that establish relationships enterprise-wide, identify and mitigate threats, uncover opportunities, and raise our strategic role with client business leaders
- Understand, articulate, and manage the full range of client concerns; consistently score highly on quarterly client satisfaction surveys
- Oversee new Statement of Work kickoffs and customer on-boarding processes with internal stakeholders and systems, including finance, legal, design, and development
- Understand the scope of programs as defined by the business requirements and budget process
- Partner with Program Delivery to ensure work is delivered to clients' satisfaction; confirm revenue forecasts are accurate and maintained within Salesforce
- Take a proactive approach to self-development; identify opportunities for growth, improvement, and enhancement
- Travel (up to 60%) to meet client stakeholders, build relationships, and expand into other buyers within client organizations
Preferred Qualifications
- 5+ years of account leadership as a client partner, client service executive, engagement lead, and/or account management experience
- 10+ years of experience in the professional services and/or consulting industry
- 5+ years of relevant experience in the U.S. B2B sector (industrial, manufacturing, logistics, distribution, agriculture, transportation, and/or automotive), either client-side or as a trusted advisor
- Experience with the U.S. financial services sector (banking, wealth management, insurance, and fintech) a plus
- Demonstrated success strategically growing portfolios and expanding client accounts
- Strong business acumen; proven ability to think strategically about business, customer experience, and technical challenges; an entrepreneurial approach to finding new growth levers for the business
- Skilled at managing multiple clients in an ever-changing environment
- Strong communicator with all levels of leadership, management, and staff to achieve desired outcomes and build strong alliances and relationships
- Outstanding executive presence, presentation, and negotiation skills; the ability to inspire, engage, partner with, and influence senior leadership
- Excellent verbal and written communication skills
- Strong conflict resolution and negotiation skills
- Experience leading and operating in a matrixed organization
- Prior people management/mentorship experience
- Experience managing relationships in leveraging a global delivery team
- BA/BS degree or equivalent consulting agency experience preferred
- Ability to travel and work on-site with clients 60% of the time
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