Client Director, Client Success

Job summary

The Client Director manages a portfolio of clients to drive revenue growth and profitability while overseeing strategic initiatives and daily operations. They act as a primary point of contact, fostering strong relationships and collaborating with cross-functional teams to ensure client satisfaction and business success.

Job details

OVERVIEW As a member of the Client Success Team, the Client Director is responsible for a portfolio of clients, their related daily activities, as well as the planning and management of strategic activities (i.e. Marketing Planning, Product Marketing, and New Engage Technology Products) to achieve client and Engage objectives including revenue accountability and reporting. Success in this role hinges on building and maintaining strong relationships with both clients and internal teams while driving revenue growth. The Client Director will report to the Vice President, Client Success or such other senior employee as may be designated by Engage’s management, and may have one or more direct and indirect reports. RESPONSIBILITIES 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. QUALIFICATIONS 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. Compensation: Annual base pay of $100,000.00-$120,000.00 CAD, depending on experience and qualifications, plus performance-based bonus. Vacancy Notice: This job posting represents an existing vacancy that Engage is actively seeking to fill. AI Disclosure: AI is not used to screen, assess, or select applicants. We thank all applicants for their interest in Engage, however, only those selected for an interview will be contacted. Engage is an equal opportunity employer committed to diversity in the workplace. In addition, Engage is committed to providing accommodations for people with disabilities during the recruitment and selection process. In the event you require any accommodations, please advise us in advance and we will work with you to meet your needs. Values: Integrity/Teamwork/Diversity/Innovation/Courage

What you’ll do

The Client Director manages a portfolio of clients to drive revenue growth and profitability while overseeing strategic initiatives and daily operations. They act as a primary point of contact, fostering strong relationships and collaborating with cross-functional teams to ensure client satisfaction and business success.

Requirements

Candidates must possess a bachelor's degree in business or a related field and have 5 to 10 years of experience in client management. Proficiency in client retention, strategic planning, and familiarity with SaaS environments or loyalty programs is highly preferred.

Benefits

• Performance-based bonus

Listed skills

• Project management · Preferred
• Problem solving · Preferred
• Communication · Preferred
• Negotiation · Preferred
• Conflict Resolution · Preferred
• Multi-Tasking · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Client management
• Revenue growth
• Strategic planning
• Relationship management
• Project management
• Analytical skills
• Problem-solving
• Communication
• Negotiation
• Influencing
• Conflict resolution
• Organizational skills
• Multi-tasking
• SaaS
• Loyalty programs
• Incentive programs
• Courage
• Relationship Management
• Accountability
• Business Objectives
• Planning
• Microsoft Excel
• Adaptability
• Customer Support
• Management
• Customer Service
• Software As A Service (SaaS)
• Conflict Resolution
• Door Hinges
• Sales
• Innovation
• Invoicing
• Problem Solving
• Marketing Planning
• Microsoft Visio
• Multitasking
• Operations
• Performance Review
• Microsoft PowerPoint
• Product Marketing
• Business Strategies
• Time Management
• Revenue Growth
• Teamwork

Job areas

• Customer Service & Support
• Management & Leadership
• Sales
• Marketing
• Technology
• Director of Client Success
• Director of Customer Service
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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