Client Director — Strategic Accounts (It Services)TECEZE • Pimpri, Pune (division), India

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Client Director — Strategic Accounts (It Services)

TECEZE • Pimpri, Pune (division), India

6 hours ago

Job description

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.

Run a structured governance model : weekly ops reviews , monthly service reviews , and quarterly executive business reviews (QBRs / EBRs) covering outcomes, KPIs, risks, and roadmap.

Sales & Growth

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%.

Presales & Solutions

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;

drive compelling proposals and executive presentations.

Service Delivery & Customer Success

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;

lead major incident / post‑mortem reviews and improvement backlogs.

Commercial & Contract Management

Manage account P&L (revenue, GM, EBITDA), pricing strategies, change controls, MSAs / SOWs, and renewals;

identify levers for margin improvement and delivery efficiency.

Partner with Finance on billing accuracy, AR / collections, and commercial governance.

People Leadership

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.

Risk, Compliance & Security

Proactively identify and mitigate delivery, commercial, and compliance risks;

ensure adherence to ISO / ITIL , GDPR / data privacy , and client‑specific security standards.

Maintain accurate records in CRM / PSA / ITSM systems (e.G., Salesforce, ServiceNow, Jira).

Stakeholder & Ecosystem Management

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.

Success Metrics (KPIs)

Revenue growth / bookings : Achieve annual new and expansion bookings;

maintain 3× pipeline coverage .

Renewals / churn : ≥ 95% renewal on expiring services;

net revenue retention >

110% .

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;

demonstrable continuousimprovement.

Customer sentiment : CSAT ≥ 4.5 / 5 and NPS ≥ +50 ;

strong executive advocacy and references.

People : Team engagement and retention;

clear development plans;

succession readiness.

Qualifications

12+ years in IT services / managed services, including 5+ years owning enterprise accounts and multi‑million‑dollar portfolios (ideally $25M+ ;

comfort at $50M scale).

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;

MBA / ITIL / PMP preferred.

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Strategic Account Director • Pimpri, Pune (division), India

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