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The Role
The Director, Strategic Clients will oversee an assigned portfolio of client programs for Fusion's strategic clients within Professional Services. These clients may include a combination of large, globally strategic clients, clients that are significant influencers within their industry, or major client accounts with highly complex and highly customized needs challenging the product capabilities. This individual will play a critical role in driving client success.
The successful candidate is a strategic thinker, strong leader, can scale the team to meet growing business needs, collaborates well cross-functionally and possesses exceptional client relationship management skills.
Responsibilities:
- Oversee and guide the assigned services team to meet demands of client engagements and provide positive client experience
- Partner with project leadership to provide ongoing updates of project to executives, including leading weekly advisory meetings with cross-functional stakeholders, including partners
- Build trusted relationships with key client leaders; act as escalation point for clients and project teams
- Help proactively identify, assess and mitigate risks
- Manage client and team escalations at the project-level and ensure resolution; remove roadblocks impeding project teams from meeting client expectations
- Develop relationships and act as project sponsor for assigned clients with Fusion partners, ensuring alignment, positive working relationship to mutually meet client goals
- Advocate within Fusion for client requirements, dependencies and critical functionality to ensure client engagement success and Fusion reputation
- Partner with cross-functional teams within Fusion and with Fusion partners to understand client roadmap; advocate for client requirements across Fusion teams and with executive leadership to help develop and deliver against client roadmap
- Lead meetings with executive stakeholders (internal and external), making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively
- Continuously assess existing processes, identifying opportunities for improvement, optimization and providing constructive solutions to support successful client engagement
- Align with PS leadership to refine best practices and processes
- Create new ways of working as needed for engagements focused on Fusion and client success
- Drive important initiatives to completion to achieve target state and results; track, measure and report on progress to executives
- Collaborate with senior leadership to help shape customer focused cross-functional priorities
- Coach and mentor project teams and provide feedback
- Support client expansion with account management and customer success teams; collaborate to identify new opportunities and expansion
- Engage with revenue teams during sales process to ensure identified client outcomes are understood and incorporated as part of the client services engagement
- Manage up to 10 direct reports, including coaching, performance management, and individual skill development plans
Knowledge, Skills, and Abilities
- 10+ years experience leading client engagements within a professional services, delivery or consulting capacity
- 15+ years experience in consultative role with clients either as a consultant or other related capacity
- Experience leading clients and teams to deliver large scale implementation programs
- Experience road-mapping, identifying expansion opportunities and supporting revenue teams for expansion opportunities
- Experience working with global teams
- Comfort, ability and experience escalating risks to internal and external leadership parties and leading teams to resolution
- Understanding of mentoring and growing high-performing teams
- Excellent communication with an ability to adapt messaging to relevant audiences
- Highly collaborative with an ability to work cross-functionality to drive results
- Proven ability to gain trust for partners, clients and peers
- Ability to handle challenging situations with internal and external stakeholders and find creative resolutions to ensure client success and satisfaction
Disclaimers
This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.
Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.
