Director, Client Success & Strategic Accounts

In 2022, Timothy Sanders and Louis Carter, Jr. established UtilliCo By the end of our first year, with support staff, project managers and engineers, we totaled about eleven people, and were able to purchase a small engineering firm in Irving, Texas.

We started with a goal of creating a firm that consistently gives its clients engineering and consulting services that meet the highest standards of excellence and long-term satisfaction. Many of our clients from 2022 are still with us, and we are as proud of them as we are of our support staff.

Under our company philosophy, we strive to reject hierarchy, respecting diversity and individuality, and we emphasize teamwork, which is especially important to us and to our clients. We do not define ourselves as a company with a particular niche, but we work at providing as many services for our clients as they need or cooperating with others when they need services we do not provide.

We place great emphasis on making sure that each person who works here enjoys as much time as possible with their family at home. In doing so, we hope that no one in our company, whether an executive, engineer, project manager or support personnel, loses sight of those things in life that are important for everyone. This includes community service in a variety of ways, helping those who are less fortunate in life and in engineering and consulting.

Accessibility, understanding, responsiveness, integrity, respect, and trust are the values we strive to provide each day.

Job Title: Director, Client Success & Strategic Accounts

Department: Business Development and Client Relationships

Reports To: Executive Vice President & COO

Job Summary

The Director of Client Success & Strategic Accounts is responsible for overseeing business development and client success, cultivating, and maintaining client relationships, and providing strategic support to each business line. This role plays a critical part in driving the strategic growth and development of the organization. The Director will report directly to the Executive Vice President & COO and collaborate closely with the executive team.

Key Responsibilities

• Business Development:
• Develop and implement strategic plans for business development and expansion in collaboration with the executive team.
• Identify new business opportunities, conduct market research, and analyze industry trends to drive growth.
• Build and maintain a robust pipeline of potential clients and strategic partnerships.
• Lead the development and execution of business proposals and presentations.
• Client Success:
• Develop and implement client success strategies to ensure client satisfaction, retention, and growth.
• Build strong relationships with key clients, acting as a trusted advisor and primary point of contact.
• Proactively identify and address client needs, issues, and concerns.
• Collaborate with cross-functional teams to deliver exceptional client experiences and drive client success.
• Relationship Management:
• Nurture and maintain relationships with strategic accounts, ensuring high levels of client satisfaction and loyalty.
• Identify opportunities to upsell and cross-sell products or services to existing clients.
• Conduct regular account reviews and provide strategic guidance to clients based on their business objectives.
• Collaborate with internal stakeholders to align account strategies with overall business goals.
• Team Leadership:
• Lead and manage a team of client success managers, account executives, and business development professionals.
• Provide coaching, guidance, and support to team members to drive performance and professional growth.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.
• Set clear goals and expectations, and regularly evaluate team performance against key metrics.
• Strategic Support:
• Provide strategic guidance and support to each business line to drive their growth and development.
• Collaborate with the executive team to define and execute strategic initiatives.
• Stay updated on industry trends and competitive landscape to identify opportunities and risks.
• Contribute to the development of the organization's long-term strategic plans and goals.
  
  

Role

These departments play a crucial role in supporting the Director of Client Success & Strategic Accounts in delivering exceptional client experiences and driving long-term client satisfaction. In the Business Development & Client Relationship department, the Director of Client Success & Strategic Accounts interacts with various key departments. These departments include:

• Sales: The Director collaborates closely with the sales team to understand client needs, align strategies, and ensure seamless transitions from the sales process to client onboarding and account management.
• Marketing: The Director works closely with the marketing department to develop client-centric messaging, gather customer feedback, and support marketing initiatives that enhance client engagement and retention.
• Product Development: The Director collaborates with the product development team to gather client feedback, prioritize feature requests, and ensure that client needs are considered in the product roadmap. This collaboration helps in identifying opportunities for new product development or enhancements to existing offerings.
• Customer Support: The Director interacts with the customer support team to address client concerns, ensure timely resolution of issues, and gather insights for process improvement. This collaboration helps in maintaining high levels of customer satisfaction and retention.
• Finance: The Director collaborates with the finance department to ensure accurate and timely billing, contract management, and financial reporting related to client accounts. This collaboration helps in maintaining strong financial relationships with clients.
• Operations: The Director works closely with the operations department to ensure efficient and effective delivery of services to clients. This collaboration includes monitoring service level agreements, identifying process improvements, and managing client expectations.
  
  

By interacting with these key departments, the Director of Client Success & Strategic Accounts ensures effective communication, alignment of goals, and the delivery of exceptional client experiences.

Qualifications And Skills

• Bachelor's degree in Business Administration, Marketing, or a related field. MBA preferred.
• Proven experience in business development, client success, or strategic account management.
• Strong understanding of the industry and market dynamics.
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Strategic thinker with the ability to analyze data and make informed decisions.
• Results-oriented mindset with a focus on achieving targets and driving growth.
• Ability to build and maintain strong client relationships.
• Proficient in CRM software and other relevant tools.
  
  

We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

Please note that this job description is not exhaustive and may be subject to change based on the needs of the organization.