Client Relationship Director

Job Description

The Client Relationship Director (CRD) owns strategic enterprise client relationships ensuring contracted services deliver measurable value while advancing customer satisfaction retention revenue growth and profitability.

As a trusted advisor to client executives this role connects client priorities with delivery sales finance and solution teams. The successful candidate combines executive presence commercial and financial acumen service governance and the ability to influence cross-functional teams.

What will you do

Client Strategy and Executive Relationships

• Build trusted relationships with executive and operational stakeholders and serve as the senior escalation point for assigned accounts.
• Translate client objectives challenges and industry trends into strategic account plans and measurable outcomes.
• Lead executive business reviews operational governance and strategic planning sessions.
• Represent the voice of the customer internally and strengthen the organizations position as a strategic partner.

Account Growth and Commercial Management

• Develop and execute account growth plans along with commercial team aligned with client priorities and company goals.
• Identify cross-sell upsell and transformation opportunities and partner with sales and solution teams to develop proposals and business cases.
• Support contract renewals negotiations pipeline management revenue forecasting and commercial decision-making.

Service Delivery Risk and Customer Experience

• Maintain accountability for service performance contractual commitments SLAs KPIs and governance requirements across assigned accounts.
• Monitor service health customer experience operational metrics risks and escalations; lead corrective action and recovery plans when needed.
• Partner with delivery teams to resolve issues improve performance and implement continuous improvement initiatives.
• Gather customer feedback and convert insights into actions that improve value satisfaction and retention.

Financial Ownership

• Own or partner on account financial performance including revenue margin cost EBIT budgets forecasts invoicing and contractual obligations.
• Partner with finance and delivery leaders to improve profitability and operational efficiency without compromising service quality.

Executive Communication and Cross-Functional Leadership

• Present account performance financial results risks opportunities and strategic recommendations to client and company leaders.
• Prepare clear scorecards business cases executive updates and decision materials.
• Coordinate delivery operations sales finance HR and executive stakeholders around a unified account strategy.
• Influence without direct authority and coach account teams to strengthen client engagement.

What do you need to succeed

• 10 years of relevant experience including executive ownership of large enterprise accounts and demonstrated success with client satisfaction contract renewals revenue growth and profitability.
• Bachelors degree in business information technology management or a related field or equivalent practical experience.
• Experience managing enterprise clients within account management client success consulting or service delivery.
• Demonstrated strength in executive stakeholder management commercial negotiations financial management service governance and risk resolution.
• Ability to develop account strategies communicate complex information clearly and lead cross-functional teams.

Preferred Qualifications:

• MBA or equivalent advanced business qualification.
• Strong understanding of P&L contracts commercial models revenue management and business case development.
• Consultative selling strategic planning customer advocacy negotiation facilitation and conflict-resolution skills.
• Experience with service management executive governance continuous improvement performance management and organizational change.

How Success Will Be Measured

• Client outcomes: customer satisfaction NPS executive engagement retention and renewal performance.
• Financial performance: revenue growth margin and EBIT account profitability and qualified pipeline.
• Operational performance: SLA achievement service quality governance effectiveness and issue resolution.
• Strategic growth: cross-sell and upsell results strategic initiative delivery transformation support and relationship expansion.

Who we are

At Stefanini we offer a wide range of services including Digital Workplace Services Application Development and Digital & Innovation solutions - making this an exciting opportunity to work with cutting-edge offerings for our clients. We have been recognized as an Emerging Specialist in the 2025 Gartner Magic Quadrant for Generative AI Consulting and Implementation Services and a Visionary in the 2025 Gartner Magic Quadrant for Outsourced Digital Workplace Services. Our 35000 employees are located across 41 countries.

Stefanini is proud to recruit exceptional talent and establish relationships with prospective employees. Our talent acquisition and hiring teams will always have a phone virtual and/or in-person conversation with you before extending a job offer. During these conversations we will provide details about the company discuss the interviewing and hiring processes and answer any questions about the job itself the organization the culture etc.

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Required Experience:

Director