Director of Client Services
1 week ago
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:
- Team building and management
- Understanding, articulating, and driving agreement on clients’ expectations and requirements
- Convert the requirements into specific deliverables and credible project plans
- Drive delivery of outcomes by leading a team of Business analysts in collaboration with the Engineering Team and Data quality team.
- Identify opportunities for business development and extending client relationships
As Director of Client Engagement, you will be responsible for:
- Holding the end-to-end accountability for customer satisfaction and overall delivery excellence
- Develop account growth and development strategy, by identifying opportunities within the customer accounts in your purview
- 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
- Holding the teams to the highest standards, project discipline, and accountability
- Continuously improving the project delivery model and strategy
- Apply industry-standard Lean and Six Sigma methodologies to client-specific situations
- Serve as an escalation point for customer concerns if/when they arise
Analytical/Decision-Making Responsibilities:
- Must be able to identify appropriate product/service offerings to meet the client’s needs
- Must make decisions, such as prioritizing relationships to develop, negotiate with customers, and overcome obstacles
- Manage multiple teams to deliver projects in alignment with customer needs with transparency to IT Services and customer stakeholders.
- Identify, manage, and resolve complex issues, preventing escalations, where possible
- Manage, negotiate, and resolve project risks effectively
- Leader and team player – sets an example for project managers, business analysts, and others to follow
- 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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