The Sr. Account Director, Client Services at Opensity Solutions is responsible for managing and supporting client accounts, ensuring client satisfaction and retention, and serving as the client's commercial point of contact regarding our services. This role involves building strong client relationships, understanding their business needs, and serving as a trusted business partner to deliver technology-enabled solutions that drive client success. The role is responsible for identifying opportunities that enhance client outcomes and to expand their business relationship with Opensity. The Sr. Account Director partners closely with delivery, service, and leadership teams to ensure both commercial success and operational excellence.Roles & Responsibilities:Client Relationship Management- Act as a key point of contact for assigned client accounts, fostering strong, trust-based working relationships with client stakeholders and executive sponsors.
- Conduct regular business reviews (QBRs/MBRs) to assess performance, value delivery, and future needs, in conjunction with delivery and services teams. Ensure client satisfaction, retention, and advocacy through proactive engagement and issue resolution.
- Develop comprehensive understanding of client's business and technology objectives, challenges, and opportunities.
Account Strategy and Growth- Own account sales and revenue expansion goals for assigned accounts. Develop and execute on account plans that achieve renewals and identify opportunities for upselling, cross-selling, and expanding service offerings.
- Collaborate with service-line leadership, sales and marketing teams to develop strategies for client retention and expansion. Stay informed about industry trends, competitive landscape, and client challenges, and use this knowledge to identify new potential business opportunities.
- Assisting in development of account health segmentation and customer lifecycle processes
Commercial and Contract Facilitation- Navigate opportunity development, working closely with Deals Desk, Solutioning, Legal, and Finance teams, from early deal stage through to proposal generation, contract negotiation, and/or creation of other agreements/amendments as needed.
- Manage and maintain client pipeline, deal details, and track development activities within our customer relationship management platform.
Client Advocacy and Internal Collaboration- Serve as a client advocate within the organization, advocating for client needs and priorities and facilitating prompt resolution of issues or escalations. Collaborate with internal teams to address client concerns and ensure timely resolution of problems.
- Maintain awareness of status on-going project and/or services delivery; drive commercial modifications and contract revisions as needed.
- Share insights and best practices within the Client Delivery team to enhance service performance and client outcomes. Contribute client insights and perspectives to internal discussions.
Knowledge, Skills & Attributes:- Strong relationship-building, interpersonal, and communication skills, capable of effectively engaging with clients at all levels of the organization.
- Proactive and results-oriented mindset, with a focus on driving client success and achieving business objectives.
- Excellent organizational skills, with the ability to manage multiple accounts and tasks simultaneously.
- Collaborative and team-oriented approach, with the ability to work effectively with cross-functional teams to achieve common goals.
- Commitment to professionalism, integrity, and ethical conduct in all client interactions and business dealings.
- Strong understanding of client services principles, practices, and methodologies.
Qualifications:- Bachelor's degree in business administration, marketing, communications, or a related field.
- 5+ years of experience in account management, client services, sales, or a related role, preferably within a Managed IT Services or MSP environment within the legal or professional services market.
- Proven ability to grow revenue and successfully manage complex, long-term client relationships, driving client satisfaction and retention.
- Experience owning renewals, upsell/cross-sell motions, and commercial negotiations.
- Proficiency in CRM systems and service management tools, with a data-informed approach to decision-making.
The Compensation range for this role is 130,000 to 170,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.
Featured benefitsMedical insurance, Vision insurance, Dental insurance, 401(k), Tuition assistance, Disability insurance
