Director, Client Success

Director, Client Success


Director, Client Success

Details of the offer

As a key leader within our Client Services team, the Client Success Director is responsible for building strong relationships with our clients and helping them realize the value of our services and the platforms we support. Specifically, the Client Success Director is an important driver in growing and retaining our client base as well as supporting pre:sales cycles for potential new clients. This position is client:facing and requires interaction with various stakeholders at all levels, both internally and externally, with the goal of overall client success. The Client Success Director profile requires a unique blend of business and conceptual technical expertise; with the drive, influencing skills, and ability to collaborate with many constituencies to grow the business.

The right candidate for this position will also have a broad business background that adds strategic value to the role. Willingness to travel up to 20 of the time is required.

Primary Responsibilities

Establish productive, professional relationships and develop a trusted advisor status with key stakeholders in specific client accounts
Analyze account potential, critically identify gaps, and make strategic recommendations throughout the lifecycle of our clients
Proactively lead strategic account planning process to understand account potential and go deeper into each account ensuring renewal of client engagement
Generate and close opportunities for a portfolio of accounts influencing overall revenue growth from existing clients
Drive strong relationships across the Silverline team and with client executives including presentations centered on client business value and Silverlines industry sub:vertical point of view as appropriate
Work closely with sub:industry leads in Financial Services to demonstrate industry knowledge and its relevance with technology solutions
Manage client expectations with a focus on satisfaction, retention, and renewal
Lead business requirements gathering efforts to best understand client needs and adequately scope projects for new client initiatives
Communicate clearly the progress of initiatives to key client stakeholders
Assist with high severity requests or issue escalations as needed to ensure client satisfaction and problem resolution
Work with Client Services Managers to identify project risks; set up action plans to mitigate
Collaborate with sales during the pre:sales stage to research and understand client business challenges and drive towards value added solutions
Coach team members on how to handle various project scenarios; Coach team members on project excellence while maximizing project profitability
Stay well informed on the latest Salesforce functionality and complementary technologies
Monitor key account metrics to achieve account growth and proven value for our clients
Required Qualifications

Bachelors Degree in Business Administration, Management, Computer Science or Related Fields of Study or equivalent business experience
10 + years experience in consulting including time in project, program management, and sales in Financial Services
10 + years experience related to the successful delivery of CRM/Salesforce projects as well as experience conducting business interviews and leading client workshops
Ability and confidence to work closely with, and advise, senior executives at a given client
Proven track record of nurturing and upselling existing accounts
Experience assessing business objectives and defining change strategy to meet objectives
Experience with Agile, Scrum or adjacent delivery methodologies
Experience with custom application project leadership
Past experience in measuring progress of programs against established objectives such as revenue, expense management, utilization metric, profit margin, delivery quality, and client satisfaction
Ability to work independently, work with a remote team, think creatively, manage own time, and take initiative to drive projects

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