Client Director, Client Success

Role Overview

• Develops an in-depth understanding of each client’s business strategy and financial goals to create mutually beneficial solutions.
• Drives growth by achieving defined revenue and profitability targets for the client portfolio; monitors performance against financial goals and proactively addresses gaps.
• Leads in the development and execution of key strategic initiatives for clients, ensuring alignment with their business objectives.
• Builds and maintains a strong working relationship with clients at various levels to ensure client satisfaction.
• Identifies new opportunities to exceed revenue targets.
• Drives growth plans for the client portfolio.
• Partners with cross-functional teams (including Operations, Technology, and Customer Support) to champion client needs, address timelines, and resolve any issues.
• Manages or ensures daily tasks related to client engagement (e.g. escalations, invoicing, etc.) are executed.
• Provides direction to Client Coordinator, operational resources, and other sales and management resources as required.
• Fosters innovation and helps clients stay ahead of trends in loyalty and incentives specifically to help drive revenues.
• Leads or supports in the onboarding of new clients.
• Delivers timely reporting results, insight, analysis, and programs (e.g. campaigns/promotions).
• Leads the delivery of monthly, quarterly, and annual client business reviews.
• Prepares and delivers performance reviews to direct reports, if applicable.
• Establishes and links best practices within the broader Engage business.
• Performs other related duties as assigned.

Requirements

• Bachelor's degree or diploma in Business or a related discipline from an accredited institution
• 5 to 10 years of directly related work experience in a client management capacity
• Demonstrated industry experience in credit cards and/or loyalty/incentives programs preferred
• Demonstrated experience managing client portfolios and driving client retention and profitability
• Experience working within a SaaS environment is an asset within the tech industry
• Excellent client service and relationship management skills aligning with Engage's values or contributing to a collaborative, innovative, and client-focused culture
• Experience in planning and managing small to medium size projects
• Excellent verbal and written communication skills, with the ability to present complex information clearly and appropriately for the audience
• Strong negotiation, influencing, adaptability, and conflict resolution skills
• Strong analytical and problem-solving skills
• Excellent organizational and multi-tasking skills, with the ability to manage multiple priorities within a fast-paced environment
• Ability to work both independently and as part of a team under time constraints
• Proficient in Google Docs and PC software applications including Excel, PowerPoint, Word, and Visio.

Benefits

• Performance-based bonus
• Accommodations for people with disabilities during recruitment and selection process