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
