Director of Client Services

4 weeks ago

Bengaluru, India Anakin (YC S21) Full time

Role Description:


The Director of Client Engagement at Ankain will lead a team of 10-15 Account Managers catering to 15+ (~35 to 40 in the next 12 months) large global players in the e-commerce, ride-hailing, delivery, and quick commerce industry. The team is accountable for ensuring solutions and delivery excellence.


The Director of Client Engagement role scope will cover:

  1. Team building and management
  2. Understanding, articulating, and driving agreement on clients’ expectations and requirements
  3. Convert the requirements into specific deliverables and credible project plans
  4. Drive delivery of outcomes by leading a team of Business analysts in collaboration with the Engineering Team and Data quality team.
  5. Identify opportunities for business development and extending client relationships


As Director of Client Engagement, you will be responsible for:

  1. Holding the end-to-end accountability for customer satisfaction and overall delivery excellence
  2. Develop account growth and development strategy, by identifying opportunities within the customer accounts in your purview
  3. Design & execute resource plans to ensure the right type and number of resources that are required to fulfill the planned projects are available and in place
  4. Holding the teams to the highest standards, project discipline, and accountability
  5. Continuously improving the project delivery model and strategy
  6. Apply industry-standard Lean and Six Sigma methodologies to client-specific situations
  7. Serve as an escalation point for customer concerns if/when they arise


Analytical/Decision-Making Responsibilities:

  1. Must be able to identify appropriate product/service offerings to meet the client’s needs
  2. Must make decisions, such as prioritizing relationships to develop, negotiate with customers, and overcome obstacles
  3. Manage multiple teams to deliver projects in alignment with customer needs with transparency to IT Services and customer stakeholders.
  4. Identify, manage, and resolve complex issues, preventing escalations, where possible
  5. Manage, negotiate, and resolve project risks effectively
  6. Leader and team player – sets an example for project managers, business analysts, and others to follow
  7. Create an open, honest, accountable, and collaborative team environment


Qualifications

  • Minimum 10+ years of professional work experience in consulting, or data analytics domains.
  • Exceptional problem-solving, and analytical skills with an ability to think logically and develop solutions
  • Ability to develop and articulate strategic recommendations based on rigorous data analysis
  • Structured thinking, proactive, assertive, delivery oriented, inquisitive by nature and problem solver, strong attention to details, dealing with ambiguity.


Preferred Skills

  • Strong project management and team management skills and ability to work with global teams or customers
  • Any hands-on quantitative experience with analytical tools
  • Bachelor's Degree from Top Tier Engineering or Business colleges

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