Client Relationship Director (Treasury Software)
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Base Pay Range
$90,000.00/yr - $170,000.00/yr
Role Overview
A Service Delivery Director (Client Relationships) within the Centre of Excellence (CoE) has primary accountability for the successful delivery of services associated with the CoE program. The CoE is a tiered set of premium support services created to help clients manage and improve the processes surrounding their system usage more efficiently.
This is a client-facing role, where the Service Delivery Director COE would be interacting with designated client stakeholders to review overall service quality. This position may require some travel.
Key Responsibilities
* Define CoE scope and strategy for delivery to meet customers’ business requirements.
* Drive customer satisfaction through focus on accountability and quality, including regular customer account reviews.
* Manage CoE resource and revenue to the agreed budget, including revenue forecasting and impact analysis.
* Act as the point of contact for customer escalation issues.
* Improve service maturity of CoE business line to increase efficiency by establishing methodologies and processes to ensure quality, consistency, repeatability, and efficiency in solution delivery.
* Expand CoE business line financial contributions by working with Sales and Account Management to develop a CoE program tailored to customers’ requirements.
* Demonstrate reliability in execution of quality CoE services and success in delivery of contracted services.
* Own CoE engagements in ION’s resource management system (Kimble), updating resource demand profiles and supporting resource owners with resource allocation.
* Manage resource demand, attend staffing calls in respective areas, and follow escalation processes.
* Provide regular reporting on CoE Service utilization and margin by customer and service type.
* Increase awareness and value recognition of CoE service to develop pipeline and customer references.
* Line management for CoE Delivery Managers within business vertical.
* Collaborate with Senior Director or Vice President on the team’s growth strategy.
* Prioritize team’s tasks and ensure balance across the team with Senior Director or Vice President.
* Contribute to employee performance appraisals for personnel assigned to CoE engagements throughout the calendar year.
* Manage large/complex COE programs or strategic engagements for key clients.
Required Skills, Experience, and Qualifications
* Bachelor’s Degree or Masters Degree in Finance, Accounting, Engineering, Economics, or a related IT field or equivalent experience in a related field.
* Experience with Treasury Management Software or Commodities is preferred.
* Excellent client-facing and influencing skills.
* Strong interpersonal, written, and oral communication skills.
* Ability to work as part of a project team structure.
* Ability to work onsite at client locations.
* Ability to manage a portfolio of COE engagements simultaneously.
* Proven leadership skills with teams of five or more professionals.
* 10+ years of experience with comprehensive life cycles software, consulting, or systems integration firm with delivery responsibility to client organizations.
* 10+ years of relevant industry experience.
Seniority Level
Director
Employment Type
Full-time
Job Function
Consulting, Information Technology, and Management
Industries
Technology, Information and Media, and Financial Services
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