Details:
Client Relationship Director
Strategic Accounts | Client Growth | Service Excellence
Position Overview
The Client Relationship Director (CRD) owns strategic enterprise client relationships, ensuring contracted services deliver measurable value while advancing customer satisfaction, retention, revenue growth, and profitability.
As a trusted advisor to client executives, this role connects client priorities with delivery, sales, finance, and solution teams. The successful candidate combines executive presence, commercial and financial acumen, service governance, and the ability to influence cross-functional teams.
This is a hybrid position with an expectation to be in the NYC client office once or twice a week to support strategic client engagements and cross-functional team collaboration.
What You''ll Do
Client Strategy and Executive Relationships
- 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 organization''s position as a strategic partner.
Account Growth and Commercial Management
- 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.
Service Delivery, Risk, and Customer Experience
- 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.
Financial Ownership
- 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.
Executive Communication and Cross-Functional Leadership
- 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.