Role Purpose:

The Director of Customer Experience owns the full client lifecycle at. From how prospects first discover us, through how accounts are won, grown, and retained, to the quality of service clients receive every day. This role unites marketing and lead generation, account management, and customer service under a single leader accountable for revenue growth, profitability, and the overall client experience. The Director of Customer Experience serves as the strategic leader who ensures clients feel known, supported, and confident in as their trusted managed services and technology partner. In addition to leading these functions, this role personally owns and stewards our highest-value, strategic accounts.

Primary Ownership Areas:

Marketing and Lead Generation The Director of Customer Experience owns how attracts and qualifies new business. Responsibilities include:
• Owning marketing strategy and execution to drive qualified lead flow • Building and managing campaigns across digital, referral, and community channels
• Developing brand presence and messaging that positions as a trusted advisor
• Generating, qualifying, and nurturing pipeline through the funnel
• Measuring marketing performance and optimizing for cost-effective growth

Account Management and Strategic Growth The Director of Customer Experience develops and executes strategies to grow and retain accounts. Responsibilities include:
• Owning client relationships and overall account profitability
• Developing and executing growth strategies for assigned accounts
• Identifying and developing new opportunities within existing clients
• Personally holding and stewarding high-end, strategic accounts
• Coordinating internal teams to deliver solutions and account strategy

Customer Service and Client Experience: Ensures clients receive a consistent, high-quality experience. Responsibilities include:
• Ensuring clients receive responsive, high-quality service and support
• Building trust through follow-through and proactive communication
• Resolving issues while prioritizing client success and retention
• Defining and continuously improving the end-to-end client experience

Account Performance and Profitability The Director of Customer Experience owns the financial health across marketing, accounts, and service. Responsibilities include:
• Monitoring revenue and margin performance while driving profitable growth
• Ensuring work delivered aligns with long-term strategic value
• Managing scorecards and success metrics across the client lifecycle

Market Awareness and Relationship Expansion The Director of Customer Experience builds awareness and relationships that generate opportunity. Responsibilities include:
• Building relationships within relevant business communities
• Maintaining awareness of industry and technology trends
• Strengthening referral networks and identifying new growth channels

Definition of Success Success in this role is defined by:
• Growth in qualified leads and a healthy, well-managed pipeline
• Growth in account revenue and margin
• Strong client satisfaction, retention, and positive referrals
• Development and closing of large strategic opportunities
• Clients viewing as a trusted advisor

Target Behavioral Profile This role is best suited for individuals who demonstrate:
• Strong relationship orientation across marketing, sales, and service
• Strategic thinking and opportunity recognition
• High ownership and accountability for revenue and experience outcomes
• Confidence in client-facing leadership conversations
• Ability to coordinate internal resources effectively
• Strong Technical Sales Skills, Preferably in Technology consulting over SAAS. Highest Priority Actions
• Drive qualified lead generation and a healthy marketing pipeline
• Maintain strong executive-level client relationships
• Build strategic growth plans for key accounts
• Personally hold and grow high-end, strategic accounts
• Deliver an exceptional, consistent end-to-end client experience
• Protect and grow account profitability

• Experience overseeing Sales, Marketing, and Customer Experience/Account Management with responsibility for the full client lifecycle - from lead generation through account growth, retention, and customer satisfaction. Need some one who will go after new enterprise accounts.
• Strong IT Services or Technology Consulting background Candidates should have experience selling IT services, managed services (MSP), technology consulting, cloud, infrastructure, cybersecurity, or other technology solutions. Technical sales experience is preferred.
• Hands-on leader. Comfortable leading a small Sales and Marketing team (currently a team of two sales professionals) while personally managing a few high-value accounts, collaborating across departments, coaching employees, and being accountable for customer experience.
• Proven success growing and managing strategic client accounts, including executive relationship management, account expansion, customer retention, and revenue ownership.
• Experience driving marketing and lead generation initiatives, including pipeline development, referral programs, digital marketing, business development strategies and revenue growth.