Client Director — Strategic Accounts

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 aClient Directorto own end‑to‑end success and growth across a ~$50M client portfolio in ourIT Servicesbusiness. The role is thesingle point of contactand overallexecutive ownerfor assigned accounts—spanningSales, 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 Ownership Serve as theprimary executive contactand 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 , andquarterly executive business reviews (QBRs/EBRs)covering outcomes, KPIs, risks, and roadmap. Sales & Growth Own account strategy, planning, and execution to deliver annualrevenue ,renewal , andexpansiontargets across services (Field Services/FSO, Digital Workplace, Infrastructure/Datacenter, Security, and related managed services). Build a healthy pipeline (targeting3× coverage ) through whitespace mapping, cross‑sell/upsell plays, and co‑selling with partner ecosystems. Lead pursuit governance (deal qualification, win strategy, pricing, approvals) and maintainforecast accuracywithin ±10%. Presales & Solutions OrchestrateRFI/RFPresponses, solution shaping, SoW/LoE development, and value articulation with presales architects and SMEs. Ensure solutions are deliverable, competitive, and aligned to customer business outcomes; drivecompelling proposalsand executive presentations. Service Delivery & Customer Success Provide executive oversight of delivery forSLA/OLA adherence ,quality ,risk , andcontinuous improvementacross end‑user compute, field engineering, DWP, and infra operations. Championcustomer success : drive adoption, measurable outcomes, and innovation roadmaps; lead major incident/post‑mortem reviews and improvement backlogs. Commercial & Contract Management Manage accountP&L(revenue, GM, EBITDA), pricing strategies, change controls, MSAs/SOWs, and renewals; identify levers formargin improvementand delivery efficiency. Partner with Finance on billing accuracy, AR/collections, and commercial governance. People Leadership Lead and develop ateam 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 toISO/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; maintain3× pipeline coverage . Renewals / churn:≥95% renewalon expiring services; net revenue retention >110% . Gross margin:Deliver portfolio GM targets withYoY margin improvement . Forecast accuracy:Within±10%by quarter. Delivery performance:≥98% SLAattainment; reduction in Sev‑1/Sev‑2 incidents; demonstrable continuous improvement. Customer sentiment:CSAT ≥ 4.5/5andNPS ≥ +50 ; strong executive advocacy and references. People:Team engagement and retention; clear development plans; succession readiness. Qualifications 12+ yearsin IT services/managed services, including5+ yearsowning enterprise accounts andmulti‑million‑dollar portfolios(ideally$25M+ ; comfort at$50Mscale). Proven leadership acrosssales, presales, delivery, and customer successfor enterprise/global accounts. Demonstrated success leading RFPs/proposals, negotiating MSAs/SOWs, and managingcommercials & P&L . Deep understanding ofDigital Workplace ,Field Services/FSO ,End‑User Compute ,Datacenter/Infra , and related service models (ITIL). Strong executive presence, stakeholder management, andC‑suite communicationskills. Proficiency withSalesforce(or similar CRM),ServiceNow/ITSM ,Jira/Confluence , and advancedExcel/PowerPoint . Bachelor’s degree required;MBA/ITIL/PMPpreferred.