Client Success Director

Client Director — Strategic Accounts (IT Services)Company: TecezePortfolio Size: ~$50M annual revenue (multi‑country)Reports to: VP/Head of Strategic Accounts (or Regional MD)Direct Reports: 5 (Sales/AM, Presales/Solutions, Delivery/CSM mix)Location: — Travel: up to 25–40% as neededRole Summary:Teceze is seeking a Client Director to own end‑to‑end success and growth across a ~$50M client portfolio in our IT Services business. The role is the single point of contact and overall executive owner for assigned accounts—spanning Sales, Presales/Solutions, Service Delivery, and Customer Success. You will lead a team of five, orchestrate cross‑functional resources, and run a rigorous governance cadence to achieve revenue growth, margin expansion, contractual compliance, and outstanding customer experience.Key Responsibilities:Customer Leadership & Executive OwnershipServe 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 & GrowthOwn 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 & SolutionsOrchestrate 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 SuccessProvide 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 ManagementManage 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 LeadershipLead 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 & SecurityProactively 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 ManagementCoordinate 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 continuousimprovement.Customer sentiment: CSAT ≥ 4.5/5 and NPS ≥ +50; strong executive advocacy and references.People: Team engagement and retention; clear development plans; succession readiness.Qualifications12+ 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.