Managing Director of Client Management - IT MSP

MANAGING DIRECTOR, CLIENT RELATIONSHIP MANAGEMENT needed at one of our IT MSP clients! San Francisco or Los Angeles only. Will start as remote and then hybrid once they open offices there. Base $200k - $225k plus $50k - $75k target bonus. You will be leading a team of around 40 people, including Client Technology Managers, Onsite Engineers, Systems Specialists, Service Delivery personnel, and other client support resources. Must have 7+ years of client facing team leadership experience and also some experience at an IT MSP (Managed Service Provider). Experience working with financial services (hedge funds, asset managers, private equity firms, etc.) clients in the west/mid west is also required.

This is a highly client-facing leadership position. The Managing Director serves as the primary executive point of contact for customers and is expected to build and maintain strong relationships through activities such as client meetings, business dinners, coffee meetings, Quarterly Business Reviews (QBRs), strategic planning discussions, and resolution of escalated technical or service-related issues. They will also help clients develop and execute technology roadmaps aligned with their business objectives.

The Managing Director is responsible for leading and driving the daily operations, full P&L responsibility, setting the strategic direction, and managing all aspects of business planning for the western region (west coast through Ohio). The primary responsibilities include leading and managing all operational activities, providing strategic and operational leadership, and associated support functions. This role will work closely with both direct and matrixed leadership teams to ensure that financial and growth objectives are met and support the overall organization’s vision, standards, and priorities.

This individual will be responsible for a portfolio generating approximately $30 million in annual revenue across the financial services client base. The primary focus of the role is to retain existing clients while driving account growth and expansion through a team of Client Relationship Managers and other client-facing resources.

Responsibilities

• Develop and execute the company’s business strategies to ensure alignment with short-term and long-term objectives.
• Provide strategic advice to the board and Chairperson, offering a keen insight into the market dynamics and the company’s future.
• Prepare and implement comprehensive business plans to facilitate achievement through cost effective operations and strategic market development activities.
• Ensure adherence to company policies and legal guidelines, communicating them effectively throughout the organization.
• Foster trust relationships with clients, stakeholders, and regulatory authorities.
• Delegate responsibilities and supervise the work of senior executives, promoting a culture of high performance and continuous improvement.
• Analyze complex business situations and take decisive actions to ensure the company’s growth and sustainability.
• Develop, execute, and manage regional strategic and operations plans in alignment with the firm’s mission and goals to advance the firm’s business objectives, drive customer excellence, increase revenue, profitability, and growth.
• Identify and develop possibilities for future business growth.
• Direct activities of the region, setting direction and strategy to achieve growth and profitability objectives and support the achievement of the firm’s financial metrics and goals.
• Full P&L responsibility for the assigned region inclusive of developing budgets and setting revenue goals.
• Provide leadership, guidance, and direction to senior management and direct reports.
• Regularly update the executive leadership team on KPI’s and milestone achievements against strategic initiatives through a defined cadence of reporting and presentations.
• Develop short and long-term plans for the organization including critical headcount identification, new product development and technology road mapping, operational investments, and achievement of profit plan.
• Monitor and analyze key metrics, customer feedback, and direct observations so that data driven decisions are at the foundation of business decisions.
• Measure productivity through analysis of performance and financial data to achieve productivity gains and manage budget to ensure operational and financial goals are met.
• Collaborate with cross-functional leadership teams to ensure alignment and assess opportunities regularly to identify strengths, opportunities, weaknesses, and threats.
• Stay informed of market and customer trends to anticipate developments and plan accordingly.
• Ensure customer satisfaction, high levels of service and promote continuous improvement efforts to drive repeated business and customer loyalty.
• Effectively build a high-potential leadership team and organization capability.
• Effectively collaborate across functions (working in the matrix) to build joint objectives to reach regional goals.
• Responsible for portfolio feedback and improvement to the firm’s solutions
• Drive cash flow conversion continuous improvement.
• Drive employee engagement and foster an environment where team members can thrive and are accountable for delivering exceptional technology and customer service.
• 25 - 50% travel in region to drive client engagement up.

Qualifications

• A bachelor’s degree in a related field. Master's degree preferred.
• Minimum of 10 years of experience with progressive levels of accountability and responsibility in MSP and/or related industry and support functions.
• Experience managing clients within the financial services sector in the west/mid west regions is highly desirable
• Minimum of 7 years of managerial experience (including leader of leaders).
• Highly motivational management and leadership skills to create a high performing team.
• Process improvement and performance optimization experience. Six Sigma certification a plus.
• Executive presence and demonstrated experience in leadership, coaching, empowering, and recognizing others.
• Proven aptitude for strategic decision-making, planning, vision, and governance for customer experience and Service Delivery operations.
• Exceptional relationship builder, change agent with strong business acumen.
• Willing to travel 25 - 50%