Director, Client Engagement

About the position

PRGX provides software and services to maximize our clients' revenue recovery and drive margin improvement with their source-to-pay data. The Director, Client Engagement is responsible for maintaining strong relationships with key client stakeholders, ensuring our clients' expectations are satisfied and achieving their desired outcomes, and contributing to our mutual growth and success. This role, and the team it leads, serves as a bridge between client needs and challenges and the solutions we provide. The position will be responsible for key clients in the UK, Europe and Asia Pacific.

Responsibilities

• Manage key client relationships, becoming both a client advocate internally and serving as the primary contact for the client, with the ultimate goals of client retention and client growth.
• Develop, nurture, and maintain strong strategic relationships with multiple contact levels at the client, connecting with key business executives and stakeholders with a focus on the top executive levels.
• Be a trusted advisor to clients by effectively understanding their business needs and advocating for them throughout PRGX.
• Monitor performance and client adoption of PRGX's offerings. Ensure SLAs are met or exceeded while working with Operations to ensure consistent delivery of high performance.
• Be fully aware of operational performance and collaborate with leaders in Operations on problem resolution and service enhancement opportunities.
• Ensure complex issues are resolved when/if they arise.
• Conduct regular, timely check-ins with clients including ensuring that PRGX has regularly scheduled business reviews to discuss performance reports and KPIs, address outstanding needs, and offer insights and recommendations to improve the clients' outcomes.
• Own gathering the data, creating the presentation material and setting and leading the business review meetings for assigned accounts.
• Listen to client challenges and identify and present opportunities to upsell/cross sell PRGX solutions that solve them.
• Educate clients on PRGX's products and solutions and the value proposition of each.
• Synthesize client trends and insights and communicate key findings to internal stakeholders to drive continuous improvement and to identify future product and solution offerings to benefit clients.
• Develop and execute comprehensive strategies that enhance client relationships and drive revenue growth for PRGX. Meet or exceed annual goals.
• Lead, motivate, and coach the Client Experience team fostering a high-performance and accountable culture and ensuring individuals exceed expectations.
• Drive a customer-centric culture by ensuring alignment of the broader PRGX organization with client expectations and needs.
• Represent PRGX at industry events, conferences and networking events to enhance PRGX's brand and foster new relationships.
• Collaborate with cross-functional teams to ensure seamless onboarding of new clients.
• Collaborate with Marketing to develop and create effective client collateral, participate in industry events and conferences, host webinars, complete RFPs, and ensure PRGX's market position is aligned with clients' needs.
• Travel to client sites and client meetings as needed (estimated 50% of time).
• Other duties as assigned.

Requirements

• Completion of university education.
• Minimum of 7 years' experience in client engagement, client relationship management, or similar role on large and complex client engagements and interacting with leaders within Fortune 500 organizations.
• Minimum of 5 years' experience in source-to-pay, procure-to-pay, procurement, accounts payable, category management, and/or profit recovery auditing.
• Deep subject matter expertise of the source-to-pay and/or procure-to-pay cycles.
• Strong preference given to candidates with client engagement or similar experience with global retail organizations.
• Demonstrated achievement of managing key client accounts in the source-to-pay/procure-to-pay space.
• Demonstrated sales experience resulting in successful cross-selling within clients and a track record of meeting or exceeding quotas.
• Strong leader with a passion for clients and their success.
• Detail-oriented and can make sense of complex information.
• Ability to easily build and maintain relationships even when facing difficult situations.
• Ability to think critically and strategically, problem solve, adapt approach and demeanor to match shifting demands of different situations, and find innovative solutions to complex challenges.
• Has a bias towards action and results. Is comfortable with ambiguity.
• Strong written and verbal communication skills with the ability to present clearly and compellingly.