Client Success Director - Strategic AccountsTECEZE • Bengaluru, Republic Of India, IN
Client Success Director - Strategic Accounts
TECEZE • Bengaluru, Republic Of India, IN
7 days ago
Job descriptionRun a structured governance model : weekly ops reviews , monthly service reviews , and quarterly executive business reviews (QBRs / EBRs) covering outcomes, KPIs, risks, and roadmap. Own account strategy, planning, and execution to deliver annual revenue , renewal , and expansion targets across services (Field Services / FSO, Digital Workplace, Infrastructure / Datacenter, Security, and related managed services). Build a healthy pipeline (targeting 3× coverage ) through whitespace mapping, cross‑sell / upsell plays, and co‑selling with partner ecosystems. Lead pursuit governance (deal qualification, win strategy, pricing, approvals) and maintain forecast accuracy within ±10%. Orchestrate RFI / RFP responses, solution shaping, SoW / LoE development, and value articulation with presales architects and SMEs. Ensure solutions are deliverable, competitive, and aligned to customer business outcomes; Provide executive oversight of delivery for SLA / OLA adherence , quality , risk , and continuous improvement across end‑user compute, field engineering, DWP, and infra operations. Champion customer success : drive adoption, measurable outcomes, and innovation roadmaps; Manage account P&L (revenue, GM, EBITDA), pricing strategies, change controls, MSAs / SOWs, and renewals; Partner with Finance on billing accuracy, AR / collections, and commercial governance. Lead and develop a team of 5 (mix of sales / account managers, presales / solutions, and delivery / customer success). Set goals, coach performance, build succession, and foster a culture of accountability, customer focus, and collaboration. Proactively identify and mitigate delivery, commercial, and compliance risks; Maintain accurate records in CRM / PSA / ITSM systems (e.G., Salesforce, ServiceNow, Jira). Coordinate with internal practices (DWP, FSO, Datacenter / Cloud, Network / Security) and vendor / partner network to mobilize the right capabilities for the client. Support marketing requests (case studies, references) and represent Teceze at customer and industry forums. Revenue growth / bookings : Achieve annual new and expansion bookings; Renewals / churn : ≥ 95% renewal on expiring services; Gross margin : Deliver portfolio GM targets with YoY margin improvement . Forecast accuracy : Within ±10% by quarter. Delivery performance : ≥ 98% SLA attainment; reduction in Sev‑1 / Sev‑2 incidents; Customer sentiment : CSAT ≥ 4.5 / 5 and NPS ≥ +50 ; People : Team engagement and retention; clear development plans; 12+ years in IT services / managed services, including 5+ years owning enterprise accounts and multi‑million‑dollar portfolios (ideally $25M+ ; Proven leadership across sales, presales, delivery, and customer success for enterprise / global accounts. Demonstrated success leading RFPs / proposals, negotiating MSAs / SOWs, and managing commercials & P&L . Deep understanding of Digital Workplace , Field Services / FSO , End‑User Compute , Datacenter / Infra , and related service models (ITIL). Strong executive presence, stakeholder management, and C‑suite communication skills. Proficiency with Salesforce (or similar CRM), ServiceNow / ITSM , Jira / Confluence , and advanced Excel / PowerPoint . Bachelor’s degree required;
Client Director — Strategic Accounts (IT Services)
Company : Teceze
Portfolio Size : ~$50M annual revenue (multi‑country)
Reports to : VP / Head of Strategic Accounts (or Regional MD)
Direct Reports : 5 (Sales / AM, Presales / Solutions, Delivery / CSM mix)
Location : — Travel : up to 25–40% as needed
Role Summary :
Teceze is seeking a Client Director to own end‑to‑end success and growth across a ~$50M client portfolio in our IT Services business. The role is the single point of contact and overall executive owner for assigned accounts—spanning Sales, Presales / Solutions, Service Delivery, and Customer Success . You will lead a team of five, orchestrate cross‑functional resources, and run a rigorous governance cadence to achieve revenue growth, margin expansion, contractual compliance, and outstanding customer experience.
Key Responsibilities :
Customer Leadership & Executive Ownership
- Serve as the primary executive contact and trusted advisor for client CXO and VP stakeholders;
provide clear, proactive communication and rapid escalation management.
Sales & Growth
Presales & Solutions
drive compelling proposals and executive presentations.
Service Delivery & Customer Success
lead major incident / post‑mortem reviews and improvement backlogs.
Commercial & Contract Management
identify levers for margin improvement and delivery efficiency.
People Leadership
Risk, Compliance & Security
ensure adherence to ISO / ITIL , GDPR / data privacy , and client‑specific security standards.
Stakeholder & Ecosystem Management
Success Metrics (KPIs)
maintain 3× pipeline coverage .
net revenue retention >
110% .
demonstrable continuousimprovement.
strong executive advocacy and references.
succession readiness.
Qualifications
comfort at $50M scale).
MBA / ITIL / PMP preferred.
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Strategic Account Director • Bengaluru, Republic Of India, IN
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