Sr Director Client Management

Overview

The Senior Director of Client Management serves as a senior leader in the client management team, with accountability at a regional level, supporting CM team members to achieve client and Onyx organizational goals and objectives. The SD CM is a strategic leader with a primary focus on team leadership, development and client retention/growth The SD CM is adept at leading and coaching to develop, maintain, manage and grow business relationships with clients and partner organizations. This includes but not limited to: discerning and managing client needs/expectations, connecting Onyx solutions/services to client needs, establishing and maintaining strategic leader relationships and optimizing the performance and actualization from the client base. The SD CM models the competencies and attributes of a high performing CM team - using appropriate influence and skills to collaborate internally within Onyx to drive the execution of client deliverables. The SD CM innately prioritizes competing priorities ensuring an appropriate balance between macro-level team and organizational initiatives, while balancing the need for tactical and day-to-day 'hands on' management. The SD CM partners closely with all functions to support retention and growth and enhanced client satisfaction from all Onyx products and services.

This individual will interface with Onyx clients and will work cross functionally to deliver on the value proposition from all Onyx solutions. Successful candidates will exhibit the ability to think strategically, adapt to varied situations, and work from a growth mindset to drive performance (+ organic revenue opportunities) and ensure strategies are in place to realize long-term retention.

Location

US

Scope

Primarily serve clients in the region you support; however, some overlap globally, and outside or primary geography will exist

Education

Minimum required: Bachelors and/or equivalent industry experience

Preferred: Bachelors
Span of Control:

Oversight: This position has both direct and indirect reports

Roles/ Responsibilities

• Support & lead team members to drive optimal performance and business results for the clients we serve. Those results translate to client retention.
• Drive targeted performance of CM Account Plans & Objectives
• Support CM team to achieve optimal client performance and actualization from the products/solutions contracted
• Establish a strategic relationship with client leadership contacts and expand existing contacts to optimize retention and mitigate risk
• Develop strong knowledge of the portfolio of products, value to clients, and contractual constructs while providing oversight ensuring operational excellence and a high level of service quality
• Lead and coach team ensure accountability to:
  
  • Proactive and systematic monitoring, analysis and follow-up of (a) client data, (b) performance and (c) program compliance for defined client portfolio
  • Monitor key KPIs and SLAs
  • Support and monitor dashboards and scorecards that drive Client performance and retention
  • Advancement of Account Plan Objectives
• Successfully execute strategic client meetings with minimal internal support/oversight
• Ability to communicate, and appropriately influence stakeholders to drive intended outcomes
• Maintains a strong internal and industry reputation
• Exhibits a high level of business acumen and professionalism, internally and externally
• Offer VOC feedback, analysis and materials to advance Onyx's thought leadership in the industry
• Partner and align with Commercial counterpart(s) & leadership to optimize Onyx products, solutions and services within existing client base.
• Drive the execution of established governance models regionally and across the full CM team as needed
• Add strategic insight and support on Client business reviews

Qualifications

Minimum required:

• 10+ years experience in account/client management function and/or commercial leadership role
• Hospitality/travel background

Preferred:

• Salesforce experience
• M&E background a plus
• Operational background a plus
• Experience working in MicroStrategy a plus

Skills & Competencies:

• Growth mindset
• Demonstrated skills & techniques that drive client retention
• Commercial acumen - ability to identify & optimize growth objectives
• Ability to effectively lead, influence and coach team members to drive results
• Ability to lead from a macro-view and when needed focus on tactical/day-to-day - balance both to drive macro goals
• Ability to translate client business objectives into customer analysis, measurements, and recommendations
• Excellent verbal & written communication skills
• Fluent in English
• Excellent Computer skills including strong competency in MS Office Suite of tools
• Ability to understand varied data sets and the "story" from the data
• Lives & models the values of Onyx; is additive to our culture

Organizational Interlocks

• All functions with primary alignment with/to CS broader team, Product, Service Delivery & Tech
• Client Management (& Customers)

Physical Demands/ Travel required

Work associated with this position is sedentary in nature and performed indoors at a desk either remotely or in an office setting.

Travel for this position may be up to 15%