The Director of Client Experience (DCE) at Anatomy IT is responsible for leading and developing the Account Management team to ensure client retention, growth, and satisfaction. This role oversees a small team of Account Managers and owns the operating discipline and performance of the Account Management organization, including proactive pipeline creation, opportunity progression, forecast accuracy, QBR execution, client retention, and operational accountability. The DCE retains select key accounts during the transition period and drives overall team performance in alignment with revenue goals. The role emphasizes proactive client engagement, strategic QBR execution, and real-time pipeline health management.
Key Responsibilities- Directly manage, coach, and develop Account Managers through weekly one-on-ones and performance reviews.Retain and manage a select group of key accounts during transition (accounts TBD).
- Own weekly pipeline management and forecast accuracy across all Account Managers, ensuring opportunity stages, forecast categories, close dates, values, and next steps accurately reflect current customer status. Ensure stale and past-due opportunities are addressed without requiring escalation.
- Own AM team performance against retention, growth, and revenue targets. Hold Account Managers accountable for proactive opportunity creation, opportunity progression, forecast accuracy, and individual attainment-not solely reactive customer requests.
- Own the QBR program and cadence for Tier 1 and designated strategic accounts, ensuring QBRs are completed on schedule, meet established quality standards, are documented and retrievable, and generate documented risks, follow-up actions, and growth opportunities. Ensure reported QBR activity can be substantiated by completed
- deliverables.
- Develop and maintain the Account Manager Playbook, ensuring updates for industry and technical growth.
- Assist in creating and implementing a roadmap for healthcare and technical training for Account Managers.
- Own Salesforce data integrity and forecast discipline for the Account Management organization and provide the CRO with a defensible monthly forecast, including Commit, Best Case, risks, expected slippage, and material deal dependencies.
- Own AM operational hygiene, including the Account Manager service board, aging tickets, client follow-ups, and assigned work queues. Establish and enforce standards for ownership, aging, escalation, and resolution.
- Provide oversight on high-value proposals and retention strategies for key accounts.
- Serve as escalation point for client issues.
- Contribute to revenue attainment by aligning personal and team goals, ensuring AM team success in contributing to overall company targets.
- Proactively identify performance, process, or client-management breakdowns and implement corrective action without requiring repeated escalation or intervention from the CRO.
Cross-Functional Collaboration- Work closely with the CRO to ensure alignment of client experience strategies with company revenue goals.
- Collaborate with Client Success and Service Desk teams to address escalations and client health issues.
- Partner with Commercial Operations and Revenue Enablement teams to drive pipeline visibility and client experience improvements.
- Engage with executive leadership during strategic planning and reporting cycles.
- Coordinate with Marketing for client communications, success stories, and account growth initiatives.
Education & ExpertiseRequired- Bachelor's degree from an accredited institution
- 5+ years in Account Management, Client Success, or a similar client-facing role, including 2+ years managing people
- Proven success leading and coaching an Account Management or Client Success team to measurable performance outcomes against revenue, retention, growth, and client-experience KPIs
- Strong pipeline management and forecasting: opportunity progression, forecast accuracy, and CRM data discipline
- Ability to establish operating cadences, inspect performance, and correct gaps without executive escalation
- Analytical skills to interpret pipeline, client health, and retention data and turn findings into action, including proactively surfacing client risk and growth opportunities
- Experience leading strategic client reviews/QBRs with executive stakeholders
- Strong written and verbal communication, including proposal presentation, and the composure to handle difficult clients and situations
- Working knowledge of business technology, including network topology and its dependencies
- Willingness to travel to client sites 25-40%
Preferred- Salesforce experience
- ConnectWise experience
This is a unique opportunity to play a pivotal role in driving the success of a growing healthcare-focused Managed IT Services organization. If you are passionate about technology, building trusted relationships, and delivering measurable results, we encourage you to apply.
