Director of Client Experience

Anatomy IT; United States; On-site; USD 150,000 - 210,000; Full time

Job summary

Anatomy IT is seeking a Director of Client Experience to lead the Account Management organization in the United States. You will coach Account Managers, own pipeline health, and manage QBRs with strategic accounts, ensuring retention, growth, and revenue targets are met.

You will establish operating cadences, drive CRM discipline, and collaborate with Client Success, Service Desk, and Revenue teams. Travel 25–40% as needed.

Qualifications

• Bachelor's degree required; 5+ years in Account Management, Client Success, or similar client‑facing roles.
• 2+ years of people management experience.
• Proven success leading and coaching teams to metrics for revenue, retention, growth, and client experience KPIs.
• Strong pipeline management and forecasting; proficient CRM data discipline.
• Ability to establish operating cadences, inspect performance, and correct gaps without executive escalation.
• Analytical skills to interpret pipeline, client health, and retention data and translate findings into action.
• Experience leading strategic client reviews/QBRs with executive stakeholders.
• Excellent written and verbal communication; capable of presenting proposals and handling difficult clients.
• Willingness to travel to client sites 25–40%.
• Experience with Salesforce and ConnectWise is preferred.

Responsibilities

• Directly manage, coach, and develop Account Managers through regular one‑on‑ones and performance reviews.
• Own weekly pipeline management and forecast accuracy across all AMs; ensure stages, dates, values, and next steps reflect client status.
• Drive AM performance toward retention, growth, and revenue targets; ensure proactive opportunity creation and progression.
• Own the QBR program and cadence for Tier 1 and strategic accounts; ensure quality, documentation, and actionable outputs.
• Develop and maintain the Account Manager Playbook and roadmaps for training and growth.
• Maintain Salesforce data integrity and forecast discipline; provide CRO with a defensible monthly forecast.
• Oversee AM operational hygiene, aging tickets, client follow-ups, and escalation standards.
• Provide oversight on high‑value proposals and retention strategies; serve as client escalation point.
• Contribute to revenue attainment by aligning team goals with company targets and driving measurable results.
• Identify performance, process, or client-management issues and implement corrective actions without CRO escalation.

Skills

Account Management

Client Success

People Management

Forecasting

CRM Data

Pipeline Management

Analytical Thinking

Strategic Planning

Communication

Education

Bachelor's degree

Tools

Salesforce

ConnectWise

Job description

The Director of Client Experience (DCE) at Anatomy IT is responsible for leading and developing the Account Management team to ensure client retention, growth, and satisfaction. This role oversees a small team of Account Managers and owns the operating discipline and performance of the Account Management organization, including proactive pipeline creation, opportunity progression, forecast accuracy, QBR execution, client retention, and operational accountability. The DCE retains select key accounts during the transition period and drives overall team performance in alignment with revenue goals. The role emphasizes proactive client engagement, strategic QBR execution, and real-time pipeline health management.

Key Responsibilities

• Directly manage, coach, and develop Account Managers through weekly one-on-ones and performance reviews.Retain and manage a select group of key accounts during transition (accounts TBD).
• Own weekly pipeline management and forecast accuracy across all Account Managers, ensuring opportunity stages, forecast categories, close dates, values, and next steps accurately reflect current customer status. Ensure stale and past-due opportunities are addressed without requiring escalation.
• Own AM team performance against retention, growth, and revenue targets. Hold Account Managers accountable for proactive opportunity creation, opportunity progression, forecast accuracy, and individual attainment—not solely reactive customer requests.
• Own the QBR program and cadence for Tier 1 and designated strategic accounts, ensuring QBRs are completed on schedule, meet established quality standards, are documented and retrievable, and generate documented risks, follow-up actions, and growth opportunities. Ensure reported QBR activity can be substantiated by completed
• deliverables.
• Develop and maintain the Account Manager Playbook, ensuring updates for industry and technical growth.
• Assist in creating and implementing a roadmap for healthcare and technical training for Account Managers.
• Own Salesforce data integrity and forecast discipline for the Account Management organization and provide the CRO with a defensible monthly forecast, including Commit, Best Case, risks, expected slippage, and material deal dependencies.

• Own AM operational hygiene, including the Account Manager service board, aging tickets, client follow-ups, and assigned work queues. Establish and enforce standards for ownership, aging, escalation, and resolution.

• Provide oversight on high-value proposals and retention strategies for key accounts.
• Serve as escalation point for client issues.
• Contribute to revenue attainment by aligning personal and team goals, ensuring AM team success in contributing to overall company targets.
• Proactively identify performance, process, or client-management breakdowns and implement corrective action without requiring repeated escalation or intervention from the CRO.

Cross-Functional Collaboration

• Work closely with the CRO to ensure alignment of client experience strategies with company revenue goals.
• Collaborate with Client Success and Service Desk teams to address escalations and client health issues.
• Partner with Commercial Operations and Revenue Enablement teams to drive pipeline visibility and client experience improvements.
• Engage with executive leadership during strategic planning and reporting cycles.
• Coordinate with Marketing for client communications, success stories, and account growth initiatives.

Education & Expertise

Required

• Bachelor's degree from an accredited institution
• 5+ years in Account Management, Client Success, or a similar client-facing role, including 2+ years managing people
• Proven success leading and coaching an Account Management or Client Success team to measurable performance outcomes against revenue, retention, growth, and client-experience KPIs
• Strong pipeline management and forecasting: opportunity progression, forecast accuracy, and CRM data discipline
• Ability to establish operating cadences, inspect performance, and correct gaps without executive escalation
• Analytical skills to interpret pipeline, client health, and retention data and turn findings into action, including proactively surfacing client risk and growth opportunities
• Experience leading strategic client reviews/QBRs with executive stakeholders
• Strong written and verbal communication, including proposal presentation, and the composure to handle difficult clients and situations
• Working knowledge of business technology, including network topology and its dependencies
• Willingness to travel to client sites 25–40%

Preferred

• Salesforce experience
• ConnectWise experience

Why Join Us?

This is a unique opportunity to play a pivotal role in driving the success of a growing healthcare-focused Managed IT Services organization. If you are passionate about technology, building trusted relationships, and delivering measurable results.