Senior Director, Client Service (B2B)

We are seeking a Senior Director, Client Service with a background in the United States B2B sector (industrial, manufacturing, logistics, distribution, agriculture, transportation, and/or automotive) to join our growing team. The Senior Director, Client Service reports to the VP, Client Service and will largely be autonomous in managing their book of business. The ideal candidate is a strong strategic thinker with experience operating as a leader of client relationships and proven success driving business growth. This role involves overseeing and expanding a portfolio of strategic accounts, developing strong client relationships, understanding client business goals, and guiding cross-functional teams to deliver integrated solutions. The role requires significant travel (up to 60%) to meet client stakeholders and expand business.

Must Have

• Oversee, grow, and expand a portfolio of key strategic diversified accounts ($8-15MM in revenue)
• Develop and maintain strong client relationships, serving as key liaison with executive leaders
• Intimately understand client's brand and business, identify long-term goals and objectives
• Partner with clients and internal teams to create customer experiences that drive results
• Guide cross-functional teams from initiation through completion
• Promote Bounteous’ integrated solutions and grow scope of business
• Develop and manage strategic account management plans
• Understand, articulate, and manage client concerns, achieving high client satisfaction
• Oversee new Statement of Work kickoffs and customer on-boarding processes
• Partner with Program Delivery to ensure work is delivered to client satisfaction and revenue forecasts are accurate
• 5+ years of account leadership experience (client partner, client service executive, engagement lead, account management)
• 10+ years of experience in professional services and/or consulting industry
• 5+ years of relevant experience in the U.S. B2B sector (industrial, manufacturing, logistics, distribution, agriculture, transportation, and/or automotive)
• Demonstrated success strategically growing portfolios and expanding client accounts
• Strong business acumen and strategic thinking
• Skilled at managing multiple clients in an ever-changing environment
• Strong communication, executive presence, presentation, and negotiation skills
• Experience leading and operating in a matrixed organization
• Ability to travel and work on-site with clients 60% of the time

Good to Have

• Experience with the U.S. financial services sector (banking, wealth management, insurance, and fintech)
• Prior people management/mentorship experience
• Experience managing relationships leveraging a global delivery team
• BA/BS degree or equivalent consulting agency experience

Role & Responsibilities

• Oversee, grow, and continuously expand a portfolio of key strategic diversified accounts, comprising $8-15MM in revenue
• Develop and maintain strong client relationships; serve as the key liaison with executive leaders and senior stakeholders
• Intimately understand the client’s brand and business; identify long term goals and key objectives
• Partner with clients and internal teams to create creative, rich, relevant customer experiences that drive results
• Guide cross-functional teams from initiation through to completion
• Promote Bounteous’ integrated solutions to clients; consistently demonstrate agency value, proactively communicate additional agency capabilities and offerings to grow the scope of business and establish long-term partnerships
• Collaborate with practice and competency leaders to deliver best-in-class solutions
• Develop and manage strategic account management plans that establish relationships enterprise-wide, identify and mitigate threats, uncover opportunities, and raise our strategic role with client business leaders
• Understand, articulate, and manage the full range of client concerns; consistently score highly on quarterly client satisfaction surveys
• Oversee new Statement of Work kickoffs and customer on-boarding processes with internal stakeholders and systems, including finance, legal, design, and development
• Understand the scope of programs as defined by the business requirements and budget process
• Partner with Program Delivery to ensure work is delivered to clients' satisfaction; confirm revenue forecasts are accurate and maintained within Salesforce
• Take a proactive approach to self-development; identify opportunities for growth, improvement, and enhancement
• Travel (up to 60%) to meet client stakeholders, build relationships, and expand into other buyers within client organizations

Preferred Qualifications

• 5+ years of account leadership as a client partner, client service executive, engagement lead, and/or account management experience
• 10+ years of experience in the professional services and/or consulting industry
• 5+ years of relevant experience in the U.S. B2B sector (industrial, manufacturing, logistics, distribution, agriculture, transportation, and/or automotive), either client-side or as a trusted advisor
• Experience with the U.S. financial services sector (banking, wealth management, insurance, and fintech) a plus
• Demonstrated success strategically growing portfolios and expanding client accounts
• Strong business acumen; proven ability to think strategically about business, customer experience, and technical challenges; an entrepreneurial approach to finding new growth levers for the business
• Skilled at managing multiple clients in an ever-changing environment
• Strong communicator with all levels of leadership, management, and staff to achieve desired outcomes and build strong alliances and relationships
• Outstanding executive presence, presentation, and negotiation skills; the ability to inspire, engage, partner with, and influence senior leadership
• Excellent verbal and written communication skills
• Strong conflict resolution and negotiation skills
• Experience leading and operating in a matrixed organization
• Prior people management/mentorship experience
• Experience managing relationships in leveraging a global delivery team
• BA/BS degree or equivalent consulting agency experience preferred
• Ability to travel and work on-site with clients 60% of the time