Client Engagement Director

Client Engagement Director

Bay Area, California or Bentonville, Arkansas

Full time

Job Summary:

We are seeking a highly experienced and results-driven Client Engagement Director with a strong background in Managed Services and extensive experience managing Statements of Work (SOWs). The successful candidate will act as the primary lead and single point of contact for our key clients, driving successful end-to-end delivery of managed services. This role requires a blend of strategic thinking, relationship management, and hands-on project management, working closely with client SOW Managers and SOW Owners to ensure client satisfaction and continued business growth.

Key Responsibilities:

• Client Relationship Management:
• Serve as the primary client engagement lead, fostering strong, long-term relationships with key stakeholders, including SOW Managers, SOW Owners, and other decision-makers.
• Understand client business objectives, challenges, and evolving needs to proactively identify opportunities for value creation and service expansion.
• Act as a trusted advisor, providing strategic guidance and thought leadership on managed services best practices and solutions.
• Address client concerns and escalations promptly and effectively, ensuring high levels of client satisfaction.
• SOW Management & Execution:
• Possess deep expertise in SOW lifecycle management, from negotiation and definition to execution and closure.
• Collaborate extensively with client SOW Managers and SOW Owners to define scope, deliverables, timelines, and success metrics for managed services engagements.
• Ensure all managed services are delivered in strict accordance with SOW terms and conditions, maintaining clear communication on progress, risks, and changes.
• Proactively identify and manage scope creep, ensuring appropriate change control processes are followed and documented.
• Monitor and report on SOW performance, including financial metrics, service level agreements (SLAs), and key performance indicators (KPIs).
• Project & Service Delivery Management:
• Act as a hands-on Project Manager for managed services engagements, overseeing the full endto-end delivery lifecycle.
• Develop and execute comprehensive project plans, including resource allocation, task management, and risk mitigation strategies.
• Lead and coordinate internal delivery teams (e.g., technical teams, operations, support) to ensure seamless and efficient service delivery.
• Conduct regular service reviews with clients, presenting performance reports, addressing issues, and identifying areas for continuous improvement.
• Ensure adherence to service management frameworks (e.g., ITIL) where applicable.
• Business Growth & Strategy:
• Identify and pursue opportunities for managed services expansion within existing client accounts.
• Collaborate with sales and solutions teams to develop proposals and present new service offerings to clients.
• Contribute to the development of our managed services strategy based on client feedback and market trends.

Qualifications:

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field. Master's degree preferred.
• Minimum of 8-10 years of progressive experience in client-facing roles within the IT Managed Services industry.
• Proven track record of successfully managing large-scale, end-to-end managed services engagements as a Project Manager or Program Manager.
• Deep understanding of managed services models, service level agreements (SLAs), and operational best practices.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Proficiency with project management software and CRM systems.
• Willingness to travel as needed to client sites.

If you are Interested, please send me your updated resume.