Director, Client Partner

The Director of Client Partner acts as the strategic lead across a portfolio of roughly $10M+ of complex enterprise B2B accounts, reporting directly to the SVP of Client Experience. This role is responsible for shaping and driving strategic account plans, delivering exceptional consulting solutions, and ensuring the long-term success of client relationships. The Director of Client Partner is the trusted advisor and advocate for clients, responsible for aligning client business objectives with Zaelab’s capabilities and driving account growth through cross-functional collaboration. This includes developing multi-year digital roadmaps and guiding clients through modernization initiatives across platforms such as commercetools, SAP, ServiceNow, and BigCommerce.

The ideal candidate brings strategic thinking, commercial acumen, and client relationship mastery. They possess deep experience in managing complex client portfolios in a professional services or consulting environment and excels at balancing strategic vision with day-to-day delivery excellence. They are skilled at working with senior stakeholders within large, matrixed organizations and effectively connecting business goals to technical ecosystems. They demonstrate strong understanding of B2B commerce, ERP modernization, and enterprise workflow orchestration.

Your Key Responsibilities:

• Account Leadership: Drive strategic direction of accounts and participate in quarterly and annual planning processes. Effectively forecast and manage the business for growth and profitability. Assess any potential risks in collaboration with teams internally and find ways to mitigate risk. Partner with Zaelab leadership and team leads to influence solutions driving toward a shared direction and assist in creating new strategic capabilities. Showcase business capabilities and product presentations to continue to drive innovative thought leadership. Partner with leadership to tell the Zaelab story as the market and our capabilities evolve.
• Account Management: Be directly accountable for the revenue on all Zaelab accounts within your portfolio, ensuring that Zaelab stays on or ahead of its financial targets.  Oversee the management of all portfolio accounts, participating directly in servicing clients where needed and being the first point of escalation. Monitor client satisfaction and ensure that the optimal team is servicing each account.  Supervise all ongoing forecasting and monthly invoicing activities and ensure that information is accurate and up to date according to our SOWs. Serve as the client lead within the portfolio. Ensure the work meets client objectives and exceeds their expectations. Be proactive and act as a sounding board for clients. Negotiate and secure profitable account compensation, including time and material projects, retainers, fixed-fee and any other types of arrangements. Successfully onboard new clients when any new business is won. Partner closely with delivery teams to ensure strong margin performance, predictability, and ongoing alignment with client expectations.
• Business Strategy: Be a consultative partner to our clients, identifying areas of their business that require transformation or modernization. Leverage this strategic thinking to seek out new growth opportunities within your client portfolios, leveraging experts across our business to showcase capabilities and demonstrate thought-leadership. Maintain an active backlog of strategic pursuits to drive pipeline and organically build the top line revenue of the business. Demonstrate expertise in enterprise B2B digital ecosystems. Connect technology investments to measurable business outcomes such as revenue growth, customer enablement, cost savings, and operational efficiency. Develop executive-ready recommendations and business cases to guide long-term decision making.
• Collaboration: Work closely with and coordinate multiple organizational layers and stakeholders both internally and externally.  Foster collaborative working relationships with internal business groups, and interface with clients, partners, end users, and external stakeholders to understand their needs and incorporate feedback. Collaborate cross-functionally with business development, marketing, experience, technology and engineering leaders to gain market, and competitive insights, and translate that into outcomes that drive unique value propositions, differentiation, and market share growth.

Requirements

• +8 years of experience in consulting, account management or strategic client services roles, ideally within a consulting, digital, or technology services environment.
• Proven experience managing complex, multimillion-dollar accounts and working with C-suite stakeholders.
• Demonstrated expertise in driving strategic growth within a portfolio of existing or new accounts. Ability to identify transformation opportunities, articulate modernization strategies, and navigate multi-stakeholder decision-making environments.
• Strong decision-making skills and the ability to have difficult conversations with confidence and poise are a must. 
• Comfortable operating in a high growth, entrepreneurial environment, is flexible and agile as business needs and goals shift
• Demonstrated knowledge of and passion for the industry. Familiarity with composable commerce platforms, workflow automation tools, ERP modernization programs, and digital experience ecosystems is a significant asset.
• Ability to confidently persuade, present and champion ideas.
• Demonstrating organization, time management, and multi-tasking skills.
• Exceptional written and verbal communication skills.
• Solid negotiation skills.Experience structuring strategic engagements across T&M, fixed-fee, and retained team models.
• The ability to travel is required.
• Bachelor's degree, preferably in business management or administration, marketing, information technology, communications, public relations or related fields.

Benefits

• Unlimited Vacation/PTO
• Full Health Benefits and 401k Fixed Percentage Plan (USA only) RRSP (Canada)
• Fully remote and distributed teams
• Paid Parental Leave
• Ongoing training and education opportunities
• 0% Bureaucracy Culture - Focus is on responsibilities, not title

Like what you see but don’t meet every requirement? Apply anyways! Studies have shown that various groups (women and people of colour) are less likely to apply to jobs unless they meet every requirement. At Zaelab, we’re committed to building and fostering an inclusive accessible environment, where all employees feel valued, respected and supported. We are dedicated to creating a culture with a diversity of talented individuals who join, stay, and work in an environment that enables them to thrive.

Zaelab is proud to be an equal-opportunity employer. We are committed to providing accommodations. If you require accommodation, we will work with you to meet your needs. We use E-Verify to confirm the identity and employment eligibility of all new USA hires.

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