Sr Director Client Services

Overview:
The Sr. Director of Client Services at Zennify is responsible for shaping and executing Zennify’s client success vision, strategy, and operating model. The role leads and develops a team of top-level, seniordelivery resources who are responsible for securing renewals, growing lifetime value, and leading project teams to successful project outcomes and high customer satisfaction. The Sr. Director of Client Services and their team is responsible for ensuring customers are realizing maximum business value across the customer lifecycle through optimized use of Salesforce and related technologies and Zennify services. The role also leads strategic initiatives, oversees the development of account management and account planning methodologies, and ensures governance frameworks are robust for high-impact client relationships and communications.
Primary Responsibilities:
Strategic Leadership & Vision
Define and lead Zennify’s overall client success and account management strategy in alignment with Zennify’s growth objectives and market positioning.
Develop and drive execution of comprehensive account management and account growth strategies that deliver direct customer value, and ensure high satisfaction and loyalty.
Represent the delivery organization in strategic planning sessions with executive leadership.
Stay abreast of customer feedback and experiences, emerging industry trends, technological advancements, and best practices in account management and governance, integrating relevant insights to continuously enhance organizational capabilities.
Lead or contribute to cross-functional initiatives that drive organizational scalability and efficiency.

Team Leadership & Culture
Recruit, develop, and retain a high-performing team of engagement managers, account directors, and principal consultants.
Foster a culture of excellence, accountability, collaboration, and customer-first thinking.
Collaborate with marketing and sales to provide training, strategic guidance, and mentorship to the team on go-to-market and organic growth strategies.
Collaborate closely with other senior leaders and stakeholders to foster cross-functional alignment and optimized resource allocation.
Lead the team to own the renewal process and ensure high client retention and expansion rates.
Operational Excellence & Client Outcomes
Partner with Zennify’s PMO and practice leads to implement standardized methodologies, tools, and governance structures, with emphasis on the integration of AI and automation tools to increase efficiency and productivity.
Support the PMO in oversight of project execution; identify and enable teams to deliver elevated customer experiences throughout the project lifecycle.
Ensure delivery teams consistently meet or exceed client expectations on quality, timelines, and outcomes.
Define and refine frameworks for customer onboarding, adoption, and success milestones and metric attainment.
Monitor customer health metrics and KPIs to ensure ongoing value realization and advocacy through recurring account plan reviews and proactive report & dashboard monitoring.
Serve as a senior-level delivery leader on a portfolio of accounts to support client escalations, internal constraints, and to provide additional project sponsorship.
Establish and foster deep relationships with customer executive sponsors.
Serve directly in the account management role on select accounts (the role is 25% billable).
Required Qualifications
8+ years in consulting services, account management, project delivery, or consulting roles within IT professional services.
5+ years partnering with and supporting sales teams in scoping, estimating, proposing and closing Salesforce or related IT solutions.
Experience managing and mentoring a team of senior delivery leaders with a strong focus on cultivating executive-level client relationships and organic growth within an existing client base. 
Deep understanding of enterprise-level service delivery and customer lifecycle management.
Demonstrated experience leading strategic client engagements and cross-functional teams to drive sustainable, long-term growth.
Solid understanding of the customer’s point of view.
Strong track record of building customer rapport and fostering a trusted advisor relationship with existing customers.
Experience in driving revenues and devising and implementing business strategies within an assigned customer base.
Ability to communicate, present to and influence key stakeholders at all levels of a customer’s organization, including executives and C-levels.
Proven success in building and scaling high-performing teams in a services environment.
Strong leadership skills with the ability to motivate and focus the organization on team and individual goals in a nuanced environment. 
Ability to collaborate with Zennify and partner delivery teams across multiple customers concurrently.
Excellent listening, negotiation and presentation abilities.
Extremely high attention to detail.
Strong verbal and written communication skills.

Qualities of the Ideal Candidate
Passionate about business growth with customer retention.
Strong business acumen and ability to connect delivery outcomes to customer objectives.
Adept at setting long-term direction and aligning short-term actions to strategic goals.
Inspirational leader who motivates others and drives alignment across functions.
Deep understanding of how enterprise software is built and maintained.
Understanding of data and integration concepts. Able to realize the importance of connected data strategies and how they benefit customers long-term.
Possess a sense of urgency with strong organizational and follow-up skills.