This position is available Q1 2027

The Executive Director, Client Delivery drives vertical and horizontal customer success for MarketSource’s portfolio across a specific vertical covering thought leadership, deliverable management, and strategic customer programs. The Executive Director develops and executes strategies to scale delivering excellence across our Vertical client portfolio in partnership with Business Development, Solutions (CI/PL), Finance Operations, Marketing and Information Technology to grow our industry portfolio’s revenue and profitability.

The key expectations for this role are providing transformational delivery leadership across a portfolio of customers and play an important role working closely with Vertical Sales Leadership in strategizing customer acquisition and customer expansions. The Executive Director must collaborate and exercise influence both within MarketSource and the customer organization and maintain industry/functional expertise and knowledge of key industry issues and trends impacting the Contact Center/Sales Outsourcing marketplace. Foundationally, drive the most impactful customer experiences through value framework and value realization.

This role will be responsible for leading a team of Client Service Directors and Program Managers with passion and dedication to building a diverse and inclusive team.

Essential Job Functions:

• Directly manage, mentor, and motivate multiple new and experienced CSDs and Program Managers
• Negotiate and manage client commitments and expectations
• Work closely with vertical clients to provide ongoing market feedback, program performance data, and innovative thought leadership to become a trusted advisor to the client, sponsors, and executive leadership
• Anticipate and closely monitor, identify, and solve problems using critical thinking skills, business acumen, available industry information, and professional experience
• Closely monitor program objectives to provide critical performance feedback for team professional growth and development
• Collaborate with internal MarketSource stakeholders to continuously improve program value, maintain fiscal integrity, and comply with Federal, State, and local employment laws and best practices
• Act as a subject matter expert as part of team responsible for growing new and existing businesswith current clients and engage new clients
• Constantly evaluate program/individual performance against expectations and program commitments
• Anticipate client's current and future needs to provide value-add insights and to identify potential growth opportunities
• Develop and implement processes and measures to increase business results/drive performance to meet and/or exceed vertical programs’ goals and objectives 
• Ensure sales, market and competitive information is captured and sharedas appropriate
• Perform regular financial and program reviews with client’s management team and MarketSource leadership
• Negotiate the renewal of Statements of Work (SOW) and/or key performance objectives/indicators (KPIs) with clients/client purchasing departments as applicable
• Provide strategic direction to all assigned program team members, Program Managersand business partners
• Gains a thorough understanding of the technology and processes required to enable the program teams to meet or exceed the program performance requirements

Required Knowledge, Skills, and Abilities:

• Must have a demonstrated track record of success in both sales and sales management across multiple industries, and particularly specific industry knowledge for assigned business grouping
• Must demonstrate the appropriate level of business acumen and savvy in all levels of the work/executive environment
• Must understand the complexities of the supplier/vendor relationship when dealing with medium and large corporations
• Proven experience delivering successful results developing, implementing, and managing sales teams and programs required
• Demonstrated ability to work successfully in ambiguous environments and can quickly adapt to changing priorities, responsibilities, and business needs 
• Demonstrated leadership, drive, coaching and influencing skills required to build, maintain and/or increase team engagement
• Strong understanding of sales engagement technology, coaching tools, 3rd party data providers, and mapping software required
• Excellent written, oral and presentation skills a must
• Ability to use the Microsoft Office Suite software
• Familiarity with SalesForce.com a plus

Job Requirements:

• Bachelor’s degree or higher in business administration or related field highly desired
• Minimum 7 years of successful sales manager or 3+ years Director level experience preferred
• Direct experience managing direct, indirect, inside, and outside sales teams a plus
• Up to 45% travel may be required
• In office workdays may be required; there will be day(s) designated for working remotely

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)