Client Relationship Director

Stefanini Group; Philadelphia (Philadelphia County); Hybrid; USD 170,000 - 190,000; Full time

Job summary

Stefanini Group is seeking a Client Relationship Director in the United States to own strategic enterprise client relationships and drive satisfaction, retention, revenue growth, and profitability. You will align client priorities with delivery, finance, and solution teams, serving as a trusted adviser to client executives.

The hybrid role requires in-office presence in NYC-area engagements and coordination with cross-functional teams to deliver measurable outcomes and governance across accounts.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• Experience managing enterprise clients in account management, client success, consulting, or service delivery.
• Demonstrated strength in executive stakeholder management, commercial negotiations, financial management, service governance, and risk resolution.
• Ability to develop account strategies, communicate complex information clearly, and lead cross-functional teams.

Responsibilities

• Build trusted relationships with executive and operational stakeholders; serve as senior escalation point for accounts.
• Translate client objectives and industry trends into strategic account plans with measurable outcomes.
• Lead executive business reviews, governance, and strategic planning sessions.
• Represent the voice of the customer internally to strengthen the organization as a strategic partner.
• Develop and execute account growth plans; identify cross-sell and upsell opportunities with sales and solution teams.
• Support contract renewals, negotiations, pipeline management, revenue forecasting, and commercial decisions.
• Maintain accountability for service performance, SLAs, KPIs, and governance across accounts.
• Gather customer feedback and drive actions to improve value, satisfaction, and retention.
• Present account performance and strategic recommendations to client and company leadership.

Skills

Executive stakeholder management

Commercial negotiations

Financial management

Service governance

Risk resolution

Cross-functional leadership

Account strategy development

Education

Bachelor’s degree in business / related field

MBA

Job description

Job Description

Client Relationship Director

Strategic Accounts | Client Growth | Service Excellence

Position Overview

The Client Relationship Director (CRD) owns strategic enterprise client relationships, ensuring contracted services deliver measurable value while advancing customer satisfaction, retention, revenue growth, and profitability.

As a trusted advisor to client executives, this role connects client priorities with delivery, sales, finance, and solution teams. The successful candidate combines executive presence, commercial and financial acumen, service governance, and the ability to influence cross-functional teams.

This is a hybrid position with an expectation to be in the NYC client office once or twice a week to support strategic client engagements and cross-functional team collaboration.

What You'll Do

• Build trusted relationships with executive and operational stakeholders and serve as the senior escalation point for assigned accounts.
• Translate client objectives, challenges, and industry trends into strategic account plans and measurable outcomes.
• Lead executive business reviews, operational governance, and strategic planning sessions.
• Represent the voice of the customer internally and strengthen the organization's position as a strategic partner.

Account Growth and Commercial Management

• Develop and execute account growth plans, along with commercial team, aligned with client priorities and company goals.
• Identify cross-sell, upsell, and transformation opportunities and partner with sales and solution teams to develop proposals and business cases.
• Support contract renewals, negotiations, pipeline management, revenue forecasting, and commercial decision-making.

Service Delivery, Risk, and Customer Experience

• Maintain accountability for service performance, contractual commitments, SLAs, KPIs, and governance requirements across assigned accounts.
• Monitor service health, customer experience, operational metrics, risks, and escalations; lead corrective action and recovery plans when needed.
• Partner with delivery teams to resolve issues, improve performance, and implement continuous improvement initiatives.
• Gather customer feedback and convert insights into actions that improve value, satisfaction, and retention.

Financial Ownership

• Own or partner on account financial performance, including revenue, margin, cost, EBIT, budgets, forecasts, invoicing, and contractual obligations.
• Partner with finance and delivery leaders to improve profitability and operational efficiency without compromising service quality.

Executive Communication and Cross-Functional Leadership

• Present account performance, financial results, risks, opportunities, and strategic recommendations to client and company leaders.
• Prepare clear scorecards, business cases, executive updates, and decision materials.
• Coordinate delivery, operations, sales, finance, HR, and executive stakeholders around a unified account strategy.
• Influence without direct authority and coach account teams to strengthen client engagement.

What You'll Bring

Required Qualifications

• Bachelor's degree in business, information technology, management, or a related field, or equivalent practical experience.
• Experience managing enterprise clients within account management, client success, consulting, or service delivery.
• Demonstrated strength in executive stakeholder management, commercial negotiations, financial management, service governance, and risk resolution.
• Ability to develop account strategies, communicate complex information clearly, and lead cross-functional teams.

Experience by Level

10+ years of relevant experience, including executive ownership of large enterprise accounts and demonstrated success with client satisfaction, contract renewals, revenue growth, and profitability.

Preferred Qualifications And Capabilities

• MBA or equivalent advanced business qualification.
• Strong understanding of P&L, contracts, commercial models, revenue management, and business case development.
• Consultative selling, strategic planning, customer advocacy, negotiation, facilitation, and conflict-resolution skills.
• Experience with service management, executive governance, continuous improvement, performance management, and organizational change.

How Success Will Be Measured

• Client outcomes: customer satisfaction, NPS, executive engagement, retention, and renewal performance.
• Financial performance: revenue growth, margin and EBIT, account profitability, and qualified pipeline.
• Operational performance: SLA achievement, service quality, governance effectiveness, and issue resolution.
• Strategic growth: cross-sell and upsell results, strategic initiative delivery, transformation support, and relationship expansion.

Compensation for this role ranges from $170,000 to $190,000 annually and includes eligibility for a performance-based bonus.