Hakkōda · 11 hours ago

Client Services Director

United States

Full-time

Remote

Director/Executive

10+ years exp

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AnalyticsCloud Data Services

Growth Opportunities

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Responsibilities

Develop relationships with the primary client Point of Contact and forge relationships with client’s Senior Management, Executive Team and C-suite.

Build relationships with key partner account teams at clients (Snowflake, Sigma, Alation, Fivetran, etc.)

Proactively monitor and pursue opportunities for additional services & make them more sticky with innovation and strategy.

Regularly meet with Hakkoda sales and delivery leads to discuss client opportunities.

Regularly review client margins and ensure your accounts are meeting or exceeding margin goals as determined by Finance.

Address when profitability levels are too low or signal we are not investing enough into the relationship.

Actively involved in the pitch process for new business opportunities, owning staffing forecasting, and proposal detailsWork on SOW creation, amendments, and other legal adjustments as they work through client needs and changes in services.

Mentor delivery resources including Engagement Managers on account management needs.

Strong track record of stepping in as a point of escalation on their clients and effectively solving issues that arise.

Determine resolution for any cross-channel issues including performance, tracking.

Resolve any collaborative roadblocks between teams.

Settle miscommunication or interpersonal issues within the group.

Reach out to clients directly when service issues arise.

Initiate conversations with clients around SOW adjustments or needing to implement SLAs.

Consistently collect and share feedback with growth services leads.

Contributes to the development and definition of delivery methodology and sales playbooks.

Manage large scale delivery initiatives and perform strategic customer engagements.

Qualification

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Account ManagementData ArchitectureClient Relationship BuildingProject BudgetingConsulting ExperienceGeographically Dispersed Workforce ManagementSOW CreationTechnical Training

Required

10+ years in related account/client management roles

2+ years in leading the development of modern data architecture, preferably in a consulting capacity

Bachelor's degree required

Experience managing large geographically dispersed workforce highly preferred

Experience planning/forecasting and managing project budgets and resourcing

Possess well developed skills for building long-term relationships and managerial style that fosters the trust and respect of a highly diverse client base

Ability to work collaboratively and connect with both virtual and in person teams while fostering a results driven team environment