Senior Director, Client Partner

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of the overall performance of a strategic enterprise accounts portfolio valued at $15–20M, encompassing revenue, margin, forecasting, renewals, and growth.

• Establish annual targets for accounts and the portfolio while ensuring performance visibility.

• Safeguard and enhance client relationships while identifying opportunities for expansion.

• Generate a pipeline through new Statements of Work (SOWs), retainers, change orders, and multi-phase transformation initiatives.

• Identify whitespace and collaborate with Sales, Solutions, and Practice leadership to formulate executable plans.

• Create and implement Account Growth Plans.

• Act as a trusted executive partner to VP, SVP, and C-suite client stakeholders.

• Develop multi-year digital roadmaps aligning technology investments with business outcomes.

• Establish rhythms for executive engagement, Quarterly Business Reviews (QBR), and annual planning.

• Manage client escalations and effectively resolve issues.

• Navigate discussions regarding scope, delivery, performance, and commercial aspects.

• Transform client challenges into measurable-value opportunities and formulate business cases along with executive recommendations.

• Broaden client relationships across Zaelab’s extensive capabilities.

• Build and lead a portfolio team that includes Client Partners, engagement and delivery leaders, and account operations resources.

• Oversee hiring, staffing, coaching, and performance management.

• Create scalable account management practices fostering a culture of accountability, transparency, and client ownership.

• Collaborate with Delivery, Sales, Solutions, and Practice leadership to align strategic objectives with execution.

• Contribute to the go-to-market strategy across B2B manufacturing, distribution, and industrial sectors.

• Assist in scaling Zaelab’s Client Services organization, processes, and operating model.

• Engage in leadership planning, budgeting, hiring, capacity planning, and establishing strategic priorities.

• Maintain and enhance the portfolio while achieving revenue and margin goals.

• Develop growth plans, advance the expansion pipeline, strengthen executive relationships, and ensure predictable portfolio performance within a 12-month timeframe.

⛳️ Requirements

• 12+ years of experience in management consulting, digital consulting, systems integration, or technology professional services.

• Minimum of 3 years of direct oversight of a portfolio or strategic accounts yielding approximately $15–20M in annual revenue.

• Proven success in growing enterprise accounts through expansion, new SOWs, and multi-year programs.

• Experience in building and leading high-performing client or account teams, including hiring, staffing, coaching, and performance management.

• Strong background in working with manufacturing, distribution, industrial, or similar complex B2B organizations.

• Experience in selling and/or delivering engagements that involve ServiceNow, composable commerce, Customer-to-Cash, or Quote-to-Cash.

• Strong commercial acumen and the ability to align client business challenges with technology and consulting opportunities.

• Confidence in engaging with senior client stakeholders and handling complex discussions regarding scope, performance, priorities, and investment.

• Hands-on leadership style with the ability to transition between high-level strategy and account-specific details.

• Willingness to travel within North America up to 25% for client, team, and company events.

• Familiarity with ServiceNow solutions, particularly CPQ, CRM, Field Service Management (FSM), or Sales and Order Management (SOM) is a plus.

• Knowledge of commercetools, Salesforce Commerce Cloud, Shopify, SAP Commerce, or BigCommerce is beneficial.

• Existing relationships with VP and C-suite leaders in manufacturing, distribution, or industrial sectors are advantageous.

• Experience contributing to the development or scaling of a Client Services, Account Management, or Client Partner function within a growing consultancy is an asset.

🏝️ Benefits

• Unlimited Vacation/PTO

• Full Health Benefits and 401k Fixed Percentage Plan (USA only)

• RRSP (Canada)

• Fully remote and distributed teams

• Paid Parental Leave

• Ongoing training and education opportunities

• 0% Bureaucracy Culture - Focus is on responsibilities, not title

• Inclusive accessible environment

• Equal-opportunity employer

• Workplace accommodations

• AI-supported initial application review with People Ops final decisions