Position Title: Client Success Director / Program Director

Overview:

The Client Success Director/Program Director is a client-focused leader responsible for fostering meaningful, value-driven relationships with clients, promoting client growth through expansion opportunities, and ensuring client retention. This role works closely with Sales, Product, Logistics, and Professional Services teams to deliver seamless client experiences and drive long-term success.

Key Responsibilities:

Project and Change Management

• Define project scope, establish schedules, and ensure timely delivery of milestones.
• Develop and implement strategies to address challenges related to product alignment, support expectations, and client satisfaction.
• Proactively identify and mitigate risks, maintain risk trackers, and execute contingency plans when needed.
• Maintain and update issue tracking systems with detailed input from clients and internal teams.
• Collaborate with client project teams and stakeholders across all project phases to ensure alignment and successful outcomes.
• Gain deep understanding of clients' workflows, goals, and use of products or services.
• Organize project schedules and timelines, facilitate meetings, and present progress updates to stakeholders.
• Monitor project milestones, ensuring adherence to deadlines and budgets.
• Document and assess project outcomes, including schedules, results, and lessons learned, to share with management or clients.

Client Retention and Growth

• Oversee strategies for retaining and expanding large enterprise accounts, focusing on satisfaction, adoption, and maximizing value.
• Act as an executive sponsor and internal advocate, resolving escalated client issues efficiently.
• Collaborate cross-functionally with teams like Sales, Product, Support, and Professional Services to enhance enterprise client outcomes.

Operational Efficiency and Strategic Oversight

• Drive improvements in the client onboarding process, ensuring a smooth start-to-finish experience.
• Enhance client lifecycle management through robust systems for tracking and reporting product requests and capabilities.
• Lead high-impact initiatives, including major product implementations and migrations.
• Work closely with internal teams to align strategies with enterprise client needs and contribute to the broader Client Experience (CX) strategy.

Metrics and Performance

• Monitor and drive performance against key indicators, including client satisfaction, adherence to schedules, quality of deliverables, and effective risk management.
• Manage and maintain internal and client-facing documentation with accuracy and attention to detail.
• Keep stakeholders informed about project progress, manage expectations, and incorporate feedback to refine deliverables.
• Maintain comprehensive knowledge of the product suite to provide tailored solutions for enterprise clients.

This position is ideal for a results-oriented professional with a passion for delivering exceptional client experiences, driving growth, and ensuring successful project execution.