Senior Director, Client Service (B2B) (Canada)

Role & Responsibilities

• Oversee, grow, and continuously expand a portfolio of key strategic diversified accounts, comprising $8-15MM in revenue 
• Develop and maintain strong client relationships; serve as the key liaison with executive leaders and senior stakeholders 
• Intimately understand the client’s brand and business; identify long term goals and key objectives  
• Partner with clients and internal teams to create creative, rich, relevant customer experiences that drive results  
• Guide cross-functional teams from initiation through to completion  
• Promote Bounteous’ integrated solutions to clients; consistently demonstrate agency value, proactively communicate additional agency capabilities and offerings to grow the scope of business and establish long-term partnerships  
• Collaborate with practice and competency leaders to deliver best-in-class solutions 
• Develop and manage strategic account management plans that establish relationships enterprise-wide, identify and mitigate threats, uncover opportunities, and raise our strategic role with client business leaders 
• Understand, articulate, and manage the full range of client concerns; consistently score highly on quarterly client satisfaction surveys 
• Oversee new Statement of Work kickoffs and customer on-boarding processes with internal stakeholders and systems, including finance, legal, design, and development 
• Understand the scope of programs as defined by the business requirements and budget process  
• Partner with Program Delivery to ensure work is delivered to clients' satisfaction; confirm revenue forecasts are accurate and maintained within Salesforce  
• Take a proactive approach to self-development; identify opportunities for growth, improvement, and enhancement 
• Travel (up to 60%) to meet client stakeholders, build relationships, and expand into other buyers within client organizations 

Preferred Qualifications

• 5+ years of account leadership as a client partner, client service executive, engagement lead, and/or account management experience 
• 10+ years of experience in the professional services and/or consulting industry 
• 5+ years of relevant experience in the U.S. B2B sector (industrial, manufacturing, logistics, distribution, agriculture, transportation, and/or automotive), either client-side or as a trusted advisor  
• Experience with the U.S. financial services sector (banking, wealth management, insurance, and fintech) a plus 
• Demonstrated success strategically growing portfolios and expanding client accounts 
• Strong business acumen; proven ability to think strategically about business, customer experience, and technical challenges; an entrepreneurial approach to finding new growth levers for the business 
• Skilled at managing multiple clients in an ever-changing environment 
• Strong communicator with all levels of leadership, management, and staff to achieve desired outcomes and build strong alliances and relationships  
• Outstanding executive presence, presentation, and negotiation skills; the ability to inspire, engage, partner with, and influence senior leadership 
• Excellent verbal and written communication skills 
• Strong conflict resolution and negotiation skills  
• Experience leading and operating in a matrixed organization 
• Prior people management/mentorship experience 
• Experience managing relationships in leveraging a global delivery team 
• BA/BS degree or equivalent consulting agency experience preferred 
• Ability to travel and work on-site with clients 60% of the time