Client Relationship Director

Stefanini North America and APAC; Philadelphia (Philadelphia County); On-site; USD 120,000 - 190,000; Full time

Job summary

Stefanini North America and APAC is seeking a Client Relationship Director to lead strategic enterprise client relationships, aligning delivery with executive priorities to drive satisfaction, retention, revenue growth, and profitability.

As a trusted advisor, you will connect client priorities with delivery, sales, finance, and solution teams, inspiring cross‑functional collaboration, governance, and continuous improvement to maximize client value and long‑term partnership potential.

Qualifications

• Bachelor's degree in business, information technology, management, or a related field, or equivalent practical experience.

Responsibilities

• Build trusted relationships with executive and operational stakeholders and serve as the senior escalation point for assigned accounts.
• Translate client objectives and industry trends into strategic account plans and measurable outcomes.
• Lead executive business reviews, governance, and strategic planning sessions.
• Represent the voice of the customer and strengthen the organization’s position as a strategic partner.
• Develop and execute account growth plans aligned with client priorities and company goals.
• Identify cross-sell, upsell, and transformation opportunities with sales and solution teams.
• Support renewals, negotiations, pipeline management, and invoicing considerations.
• Maintain accountability for service performance, SLAs, KPIs, and governance across accounts.
• Monitor service health, customer experience, risks, and escalations; implement corrective actions.
• Gather feedback and convert insights into actions to improve value and retention.
• Own or partner on account financial performance including revenue and margins.

Skills

Executive stakeholder management

Commercial negotiations

Financial management

Strategic account planning

Cross-functional leadership

Education

Bachelor's degree (business/IT/management)

MBA or equivalent advanced qualification

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.

What You’ll Do

Client Strategy and Executive Relationships

• 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.

Job Requirements

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

Client Relationship Director: 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.

Reporting and Key Partnerships

Reports to: Client Relationship, Vice President

Key partners: Delivery Directors, Service Delivery Managers, Operations, Finance, Sales and Business Development, Solution Architects, HR, and Executive Leadership, both internal and client.