Executive Director, Sr. Client Partner (Hybrid / Remote in Nashville)

About the position We are currently seeking a Executive Director, Sr. Client Partner (Hybrid / Remote in Nashville) to join our team in Nashville, Tennessee (US-TN), United States (US). The Executive Director, Sr. Client Partner owns relationships with a set of clients with goals including: Driving customer satisfaction, growing account revenue, and maximizing account profitability. The Client Partner will lead all aspects of customer engagement, account gross margin, account strategy, as well as revenue and service delivery. Additionally, the Client Partner will be actively initiating and supporting pre-sales/sales efforts in pursuit of new accounts in partnership with the General Manager and Sales; as well as helping those new clients along with supporting existing clients by focusing on the following: Customer relationship management, expansion of services within the account(s) assigned, and ensuring the delivery team(s) are delivering high-quality work.

Responsibilities

• Actively collaborate with Sales to hunt for new accounts, targeting 1-10 new logos depending on the level
• Leverage Sales support, and ensure clear GTM messaging across accounts.
• Develop and maintain strong relationships with client executives, acting as a trusted advisor and strategic partner.
• Drive revenue growth by identifying upselling and cross-selling opportunities, working closely with clients to understand their evolving needs, and aligning our offerings accordingly.
• Monitor project progress, proactively identifying and addressing any risks or issues that may impact delivery.
• Foster a culture of continuous improvement, driving operational efficiency and implementing best practices for project management and client engagement.
• Act as a liaison between clients and internal teams, effectively communicating client requirements, managing expectations, and ensuring alignment throughout the project lifecycle.
• Conduct regular business reviews with clients, analyzing performance metrics, identifying areas for improvement, and proposing solutions to enhance client satisfaction and retention.
• Stay up to date with industry trends, market dynamics, and emerging technologies to provide strategic guidance to clients and internal stakeholders.
• Ensure strong client relationships, CSAT, business value realization.
• Actively lead, coach & support matrixed delivery teams on accounts
• Groom delivery and client partner talent to scale accounts as appropriate
• Lead and deliver all programs successfully for customer engagements.
• Effectively position company as the client's partner for defining and delivering innovative technology solutions at the speed of a startup
• Manage team expectations and delivery related escalations; Build key talent and leadership within the engagement teams.
• Manage the portfolio P&L ensuring profitable and a healthy financial results.

Requirements

• 8+ years of experience in consulting or IT services industries sales
• 3+ years' experience selling in digital product design, user experience, research, and innovation areas.
• 8+ years of experience in one or more of the following areas: strong technology solution definition and delivery in a consulting role; account management and business development experience in the services industry; and depth in one or more vertical industries.
• 5+ years of experience selling digital technology, strategy and digital experience into healthcare.
• 5+ years of experience leading and managing teams to successful outcomes.

Nice-to-haves

• Strong track record of driving revenue growth and achieving targets in a similar role, with experience in identifying and closing upselling and cross-selling opportunities.
• Excellent leadership skills, with the ability to oversee and inspire multiple teams, fostering a collaborative and high-performance work environment.
• Strong knowledge of SaFE/Agile/Scrum
• Exceptional communication and presentation skills, with the ability to engage and influence client executives, sales teams, and internal stakeholders.
• Solid understanding of software development processes, methodologies, and best practices.
• Strong business acumen, with the ability to understand clients' business needs and translate them into effective software solutions.
• Proactive and results-oriented mindset, able to manage multiple priorities and thrive in a fast-paced, dynamic environment.
• Strong negotiation and problem-solving skills, with the ability to address client challenges and resolve conflicts effectively.
• Must be able to resolve issues and manage escalations within engagement teams and directly with the client.
• Ability to engage and build relations with senior leadership at Fortune 500 organizations. Client Partner must be able to drive and lead business discussions with domain solutions support from practice managers.
• Attributes include strategic thinking, teamwork, ability to influence, strong analytical and problem-solving skills, a high level of professionalism, and strong attention to detail.

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