10+ years of experience in Client Success, Strategic Account Management, or Business Transformation, preferably in retail or consumer goods
Deep knowledge of retail technologies (eCommerce, POS, OMS, ERP, CRM, payment processing, and inventory systems) and a track record of growing enterprise accounts through consultative, long-term relationship management
Proven success leading large-scale program delivery and IT strategy execution with cloud/hybrid-cloud environment experience
Bachelor’s degree in Business, Technology, or related field; MBA preferred; experience with UK or European retailers is a plus
Requirements:
Serve as the trusted advisor to key retail clients, guiding technology modernization and transformation initiatives aligned with strategic objectives and building strategic account plans focused on long-term value, retention, and growth
Own account-level KPIs including upsell/cross-sell, on-time delivery for non-SDLC programs, overall account health, retention, and satisfaction; identify and drive expansion opportunities across digital commerce, omnichannel, cloud modernization, and enterprise systems
Lead end-to-end delivery of multi-phase enterprise transformation programs, monitor performance with data-driven insights, and coordinate with product, engineering, and delivery teams to develop client roadmaps across unified commerce, eCommerce, POS, OMS, ERP, CRM, and cloud initiatives
Strengthen executive relationships across client leadership and represent SkillNet in steering committees and strategic planning sessions; advise on cloud adoption, hybrid-cloud architectures, and European/global expansion requirements
Job description
Job Title: Director – Client Success (Retail) Location: Remote, Europe Travel: 25–30% within Europe based on client needs About SkillNet Solutions SkillNet Solutions, Inc. is a leader in modern commerce, delivering consulting, AI solutions, and technology services to enterprises undergoing digital transformation. By implementing cloud and SaaS applications, SkillNet helps clients adapt to evolving consumer behaviors and build seamless client journeys across B2B, B2C, and B2B2C markets. Since its founding in 1996, SkillNet has partnered with industry leaders such as Oracle, Salesforce, AWS, and others to modernize operations, accelerate agility, and enhance digital and in-store experiences. With solutions delivered across 63 countries for global enterprises including Disney, lululemon athletica, and PayPal, SkillNet continues to redefine what’s possible in unified commerce and retail transformation. Position Summary SkillNet is seeking a strategic, relationship-driven Director of Client Success to oversee enterprise retail accounts across Europe. This role focuses on driving measurable value for existing clients (“farming”) by aligning digital transformation programs, IT strategy, and enterprise systems with client business goals. The ideal candidate combines deep retail and unified commerce expertise with proven account leadership, a consultative approach, and the ability to build long-term executive relationships while guiding multi-phase transformation programs. Key Responsibilities Client Success & Strategic Advisory
Serve as the trusted advisor to key retail clients, guiding them through technology modernization and continuous innovation aligned with their strategic objectives.
Lead business transformation initiatives that enhance operational performance, client engagement, and profitability.
Build and execute strategic account plans focused on long-term value, retention, revenue growth, and partnership expansion.
Account Growth & KPI Ownership
Own key account-level KPIs including:
Upsell and cross-sell achievements
On-time delivery for non-SDLC programs and consulting engagements
Overall account health, retention, and satisfaction metrics
Identify, qualify, and drive expansion opportunities across digital commerce, omnichannel retail, cloud modernization, and enterprise systems.
Collaborate closely with Solutioning/Pre-Sales teams to develop pitches, proposals, and tailored value stories that support account expansion.
Program & Delivery Leadership
Oversee end-to-end delivery of multi-phase enterprise transformation programs, ensuring timelines, budgets, quality, and KPIs are fully met.
Use data-driven insights to monitor delivery performance, assess risks, and inform strategic decision-making.
Partner with product, engineering, and delivery teams to develop client-specific roadmaps across unified commerce, eCommerce, POS, OMS, ERP, CRM, and cloud initiatives.
Executive Relationship & Stakeholder Management
Strengthen relationships across client executive, business, and IT leadership levels.
Represent SkillNet in steering committees, executive reviews, and strategic planning sessions.
Advise clients on cloud adoption, hybrid-cloud architectures, and international expansion requirements across Europe or globally.
Operational & Financial Oversight
Lead financial planning, forecasting, and contractual oversight across assigned accounts.
Ensure optimal resource allocation, utilization, and operational efficiency across engagements.
Promote a culture of collaboration, transparency, and excellence in client experience within internal teams.
Experience & Qualifications
10+ years of experience in Client Success, Strategic Account Management, or Business Transformation, preferably in retail or consumer goods.
Demonstrated ability to grow enterprise accounts through consultative engagement and long-term relationship management.
Deep knowledge of retail technologies—eCommerce, POS, OMS, ERP, CRM, payment processing, and inventory systems.
Proven success leading large-scale program delivery and IT strategy execution.
Strong commercial acumen with experience in budgeting, forecasting, and executive communication.
Experience working with cloud and hybrid-cloud environments.
Bachelor’s degree in Business, Technology, or related field (MBA preferred).
Prior experience working with UK or European retailers is a plus.
