Client Director — Strategic Accounts (IT Services)

Client Director — Strategic Accounts (IT Services)

Company:

Portfolio Size:

Reports to:

Direct Reports:

Location:

Role Summary:

Client Director

Key Responsibilities:

Customer Leadership & Executive Ownership

• Serve as the

  primary executive contact

  and trusted advisor for client CXO and VP stakeholders; provide clear, proactive communication and rapid escalation management.
• Run a structured governance model:

  weekly ops reviews

  ,

  monthly service reviews

  , and

  quarterly executive business reviews (QBRs/EBRs)

  covering outcomes, KPIs, risks, and roadmap.

Sales & Growth

• Own account strategy, planning, and execution to deliver annual

  revenue

  ,

  renewal

  , and

  expansion

  targets across services (Field Services/FSO, Digital Workplace, Infrastructure/Datacenter, Security, and related managed services).
• Build a healthy pipeline (targeting

  3× coverage

  ) through whitespace mapping, cross‑sell/upsell plays, and co‑selling with partner ecosystems.
• Lead pursuit governance (deal qualification, win strategy, pricing, approvals) and maintain

  forecast accuracy

  within ±10%.

Presales & Solutions

• Orchestrate

  RFI/RFP

  responses, solution shaping, SoW/LoE development, and value articulation with presales architects and SMEs.
• Ensure solutions are deliverable, competitive, and aligned to customer business outcomes; drive

  compelling proposals

  and executive presentations.

Service Delivery & Customer Success

• Provide executive oversight of delivery for

  SLA/OLA adherence

  ,

  quality

  ,

  risk

  , and

  continuous improvement

  across end‑user compute, field engineering, DWP, and infra operations.
• Champion

  customer success

  : drive adoption, measurable outcomes, and innovation roadmaps; lead major incident/post‑mortem reviews and improvement backlogs.

Commercial & Contract Management

• Manage account

  P&L

  (revenue, GM, EBITDA), pricing strategies, change controls, MSAs/SOWs, and renewals; identify levers for

  margin improvement

  and delivery efficiency.
• Partner with Finance on billing accuracy, AR/collections, and commercial governance.

People Leadership

• Lead and develop a

  team of 5

  (mix of sales/account managers, presales/solutions, and delivery/customer success).
• Set goals, coach performance, build succession, and foster a culture of accountability, customer focus, and collaboration.

Risk, Compliance & Security

• Proactively identify and mitigate delivery, commercial, and compliance risks; ensure adherence to

  ISO/ITIL

  ,

  GDPR/data privacy

  , and client‑specific security standards.
• Maintain accurate records in CRM/PSA/ITSM systems (e.g., Salesforce, ServiceNow, Jira).

Stakeholder & Ecosystem Management

• Coordinate with internal practices (DWP, FSO, Datacenter/Cloud, Network/Security) and vendor/partner network to mobilize the right capabilities for the client.
• Support marketing requests (case studies, references) and represent Teceze at customer and industry forums.

Success Metrics (KPIs)

• Revenue growth / bookings:

  Achieve annual new and expansion bookings; maintain

  3× pipeline coverage

  .

• Renewals / churn:

  ≥

  95% renewal

  on expiring services; net revenue retention >

  110%

  .

• Gross margin:

  Deliver portfolio GM targets with

  YoY margin improvement

  .

• Forecast accuracy:

  Within

  ±10%

  by quarter.

• Delivery performance:

  ≥

  98% SLA

  attainment; reduction in Sev‑1/Sev‑2 incidents; demonstrable continuous improvement.

• Customer sentiment:

  CSAT ≥ 4.5/5

  and

  NPS ≥ +50

  ; strong executive advocacy and references.

• People:

  Team engagement and retention; clear development plans; succession readiness.

Qualifications

• 12+ years

  in IT services/managed services, including

  5+ years

  owning enterprise accounts and

  multi‑million‑dollar portfolios

  (ideally

  $25M+

  ; comfort at

  $50M

  scale).
• Proven leadership across

  sales, presales, delivery, and customer success

  for enterprise/global accounts.
• Demonstrated success leading RFPs/proposals, negotiating MSAs/SOWs, and managing

  commercials & P&L

  .
• Deep understanding of

  Digital Workplace

  ,

  Field Services/FSO

  ,

  End‑User Compute

  ,

  Datacenter/Infra

  , and related service models (ITIL).
• Strong executive presence, stakeholder management, and

  C‑suite communication

  skills.
• Proficiency with

  Salesforce

  (or similar CRM),

  ServiceNow/ITSM

  ,

  Jira/Confluence

  , and advanced

  Excel/PowerPoint

  .
• Bachelor’s degree required;

  MBA/ITIL/PMP

  preferred.