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Client Director — Strategic Accounts (IT Services)

Client Director — Strategic Accounts (IT Services)

TECEZEMumbai, Maharashtra, India
3 days 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 continuous improvement.
  • 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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