Senior Director, SKEPTIC Client Engagements

Known•New York, NY

1d•Hybrid

About The Position

Our SKEPTIC SaaS business and the related AI Implementation business is growing rapidly. The Senior Director of SKEPTIC Client Engagements will be the primary steward of our most critical client relationships, ensuring the successful delivery of complex software and AI projects and the sustained growth of our accounts. This role is central to the success and reputation of the SKEPTIC business, demanding a blend of technical comprehension, exceptional relationship and project management, and proven business acumen. Furthermore, a key focus is the sustained growth of our accounts. The Senior Director will be tasked with identifying and leading new strategic opportunities within the existing client base. This requires a consultative approach, understanding the client's evolving needs, presenting strategic roadmaps for further SKEPTIC integration, and securing renewals and expansions that significantly increase the lifetime value of the partnership. Success in this area is measured by client satisfaction, account health, and year-over-year revenue growth within the assigned portfolio. Therefore this role must also be tightly integrated into our product and technology teams to directly influence the SKEPTIC roadmap, based on evolving client needs.

Requirements

Experience Profile: 6-10+ years of progressive experience as an Account Lead, Engagement Manager, or Director of Client Services at a software integrator, technical consulting firm, or a sophisticated MarTech/AdTech organization. This experience must include overseeing and owning end-to-end delivery of significant technical or software-centric engagements.
Commercial Acumen: Deep understanding of the financial aspects of professional services, including mastery of contract lifecycle management, SOW development, utilization tracking, forecasting, and managing project profitability.
Technical Fluency: A strong comfort level discussing complex software development, data science, or technical platform integration concepts, enabling effective coordination between technical teams and non-technical clients.
Leadership and Communication: Exceptional communication, negotiation, and presentation skills (both written and verbal). The ability to command a room, influence executive stakeholders, and lead cross-functional teams through ambiguity.
Problem-Solving: Proven ability to anticipate problems, navigate conflict, and deliver solutions under pressure while maintaining composure and client confidence.
Education: A Bachelor's degree in a relevant field (e.g., Business, Engineering, Computer Science) is preferred; a Master's degree is a plus.

Nice To Haves

Experience supporting licensed software platforms or SaaS products is strongly preferred.

Responsibilities

Skeptic Commercial and Contractual Stewardship: Become a subject matter expert on Skeptic, acting as the frontline enforcer of SKEPTIC product boundaries, ensuring client needs are met without compromising platform scalability or roadmap integrity. Partner with Product to evaluate client requests for roadmap inclusion vs. paid customization. Partner with CTO, Product, and CX to evolve commercial strategy. Take the lead in drafting, negotiating, and managing contracts and SOWs, working with the CTO. Diligently track and report on project burn rates, managing the commercial health of the engagement and ensuring profitability.
Client Relationship Management and Communication: Proactively manage high-volume, executive-level client communications, serving as the trusted point of contact for all engagement-related matters. This involves setting clear expectations, managing internal and external stakeholders, and driving a collaborative partnership.
Engagement Oversight and Delivery Excellence: Maintain rigorous oversight of all active engagements, coordinating with cross-functional teams (Engineering, Product, Data Science) to guarantee the on-time and high-quality delivery of solutions defined in the Statement of Work (SOW). Owns the transition from implementation to licensed operation, including go-live readiness, acceptance criteria, and post-launch stabilization.
Team Readiness and Performance: Ensure the engagement team is consistently well-prepared for all client meetings, reviews, and workshops, having comprehensively mastered the project status, technical details, and strategic implications. Own internal and external cross functional planning with channel/data science, engineering, and product.
Negotiation and Scope Management: Expertly field, manage, and deflect minor scope creep and micro-negotiations from the client, clearly communicating the impact of changes and maintaining project focus.
Risk Mitigation and Executive Escalation: Identify potential delivery risks, resourcing constraints, or technical roadblocks early, escalating critical issues to the Chief Technology Officer (CTO) for timely strategic decisions and intervention as necessary.
Account Strategy and Growth: Work closely with the Account Strategy team to identify opportunities for account expansion and ensure the delivered work aligns with the client's long-term business objectives.