Client Relationship Director

Stefanini Group•Midland, MI

3d•Onsite

About The Position

The Client Relationship Director (CRD) owns strategic enterprise client relationships, ensuring contracted services deliver measurable value while advancing customer satisfaction, retention, revenue growth, and profitability. The role serves as a trusted advisor to client executives and connects client priorities with delivery, sales, finance, and solution teams. It calls for executive presence, commercial and financial acumen, service governance expertise, and the ability to influence cross-functional teams. The CRD develops client strategies and executive relationships, leads account growth and commercial management, oversees service delivery, risk, and customer experience, and owns or partners on account financial performance. The role also communicates account performance, financial results, risks, opportunities, and recommendations to client and company leaders, coordinating internal stakeholders around a unified account strategy. Success is measured through client outcomes, financial and operational performance, and strategic growth. Stefanini offers services including Digital Workplace Services, Application Development, and Digital & Innovation solutions. The company has 35,000 employees across 41 countries.

Requirements

10+ years of relevant experience, including executive ownership of large enterprise accounts and demonstrated success with client satisfaction, contract renewals, revenue growth, and profitability.
Bachelor’s degree in business, information technology, management, or a related field, or equivalent practical experience.
Experience managing enterprise clients within account management, client success, consulting, or service delivery.
Demonstrated strength in executive stakeholder management, commercial negotiations, financial management, service governance, and risk resolution.
Ability to develop account strategies, communicate complex information clearly, and lead cross-functional teams.

Nice To Haves

MBA or equivalent advanced business qualification.
Strong understanding of P&L, contracts, commercial models, revenue management, and business case development.
Consultative selling, strategic planning, customer advocacy, negotiation, facilitation, and conflict-resolution skills.
Experience with service management, executive governance, continuous improvement, performance management, and organizational change.

Responsibilities

Build trusted relationships with executive and operational client stakeholders and serve as the senior escalation point for assigned accounts.
Translate client objectives, challenges, and industry trends into strategic account plans and measurable outcomes.
Lead executive business reviews, operational governance, and strategic planning sessions.
Represent the voice of the customer internally and strengthen the organization’s position as a strategic partner.
Develop and execute account growth plans with the commercial team, aligned with client priorities and company goals.
Identify cross-sell, upsell, and transformation opportunities, partnering with sales and solution teams to develop proposals and business cases.
Support contract renewals, negotiations, pipeline management, revenue forecasting, and commercial decision-making.
Maintain accountability for service performance, contractual commitments, SLAs, KPIs, and governance requirements across assigned accounts.
Monitor service health, customer experience, operational metrics, risks, and escalations; lead corrective action and recovery plans when needed.
Partner with delivery teams to resolve issues, improve performance, and implement continuous improvement initiatives.
Gather customer feedback and turn insights into actions that improve value, satisfaction, and retention.
Own or partner on account financial performance, including revenue, margin, cost, EBIT, budgets, forecasts, invoicing, and contractual obligations.
Partner with finance and delivery leaders to improve profitability and operational efficiency without compromising service quality.
Present account performance, financial results, risks, opportunities, and strategic recommendations to client and company leaders.
Prepare scorecards, business cases, executive updates, and decision materials.
Coordinate delivery, operations, sales, finance, HR, and executive stakeholders around a unified account strategy.
Influence without direct authority and coach account teams to strengthen client engagement.