Client Director — Strategic Accounts (IT Services)

Client Director Strategic Accounts (IT Services)

Company: Teceze

Portfolio Size: ~$50M annual revenue (multicountry)

Reports to: VP/Head of Strategic Accounts (or Regional MD)

Direct Reports: 5 (Sales/AM, Presales/Solutions, Delivery/CSM mix)

Location: Travel: up to 2540% as needed

Role Summary:

Teceze is seeking a Client Director to own endtoend success and growth across a ~$50M client portfolio in our IT Services business. The role is the single point of contact and overall executive owner for assigned accountsspanning Sales, Presales/Solutions, Service Delivery, and Customer Success . You will lead a team of five, orchestrate crossfunctional resources, and run a rigorous governance cadence to achieve revenue growth, margin expansion, contractual compliance, and outstanding customer experience.

Key Responsibilities:

Customer Leadership & Executive Ownership

• Serve as the primary executive contact and trusted advisor for client CXO and VP stakeholders; provide clear, proactive communication and rapid escalation management.
• Run a structured governance model: weekly ops reviews , monthly service reviews , and quarterly executive business reviews (QBRs/EBRs) covering outcomes, KPIs, risks, and roadmap.

Sales & Growth

• Own account strategy, planning, and execution to deliver annual revenue , renewal , and expansion targets across services (Field Services/FSO, Digital Workplace, Infrastructure/Datacenter, Security, and related managed services).
• Build a healthy pipeline (targeting 3 coverage ) through whitespace mapping, crosssell/upsell plays, and coselling with partner ecosystems.
• Lead pursuit governance (deal qualification, win strategy, pricing, approvals) and maintain forecast accuracy within 10%.

Presales & Solutions

• Orchestrate RFI/RFP responses, solution shaping, SoW/LoE development, and value articulation with presales architects and SMEs.
• Ensure solutions are deliverable, competitive, and aligned to customer business outcomes; drive compelling proposals and executive presentations.

Service Delivery & Customer Success

• Provide executive oversight of delivery for SLA/OLA adherence , quality , risk , and continuous improvement across enduser compute, field engineering, DWP, and infra operations.
• Champion customer success : drive adoption, measurable outcomes, and innovation roadmaps; lead major incident/postmortem reviews and improvement backlogs.

Commercial & Contract Management

• Manage account P&L (revenue, GM, EBITDA), pricing strategies, change controls, MSAs/SOWs, and renewals; identify levers for margin improvement and delivery efficiency.
• Partner with Finance on billing accuracy, AR/collections, and commercial governance.

People Leadership

• Lead and develop a team of 5 (mix of sales/account managers, presales/solutions, and delivery/customer success).
• Set goals, coach performance, build succession, and foster a culture of accountability, customer focus, and collaboration.

Risk, Compliance & Security

• Proactively identify and mitigate delivery, commercial, and compliance risks; ensure adherence to ISO/ITIL , GDPR/data privacy , and clientspecific security standards.
• Maintain accurate records in CRM/PSA/ITSM systems (e.g., Salesforce, ServiceNow, Jira).

Stakeholder & Ecosystem Management

• Coordinate with internal practices (DWP, FSO, Datacenter/Cloud, Network/Security) and vendor/partner network to mobilize the right capabilities for the client.
• Support marketing requests (case studies, references) and represent Teceze at customer and industry forums.

Success Metrics (KPIs)

• Revenue growth / bookings: Achieve annual new and expansion bookings; maintain 3 pipeline coverage .
• Renewals / churn: 95% renewal on expiring services; net revenue retention > 110% .
• Gross margin: Deliver portfolio GM targets with YoY margin improvement .
• Forecast accuracy: Within 10% by quarter.
• Delivery performance: 98% SLA attainment; reduction in Sev1/Sev2 incidents; demonstrable continuous improvement.
• Customer sentiment: CSAT 4.5/5 and NPS +50 ; strong executive advocacy and references.
• People: Team engagement and retention; clear development plans; succession readiness.

Qualifications

• 12+ years in IT services/managed services, including 5+ years owning enterprise accounts and multimilliondollar portfolios (ideally $25M+ ; comfort at $50M scale).
• Proven leadership across sales, presales, delivery, and customer success for enterprise/global accounts.
• Demonstrated success leading RFPs/proposals, negotiating MSAs/SOWs, and managing commercials & P&L .
• Deep understanding of Digital Workplace , Field Services/FSO , EndUser Compute , Datacenter/Infra , and related service models (ITIL).
• Strong executive presence, stakeholder management, and Csuite communication skills.
• Proficiency with Salesforce (or similar CRM), ServiceNow/ITSM , Jira/Confluence , and advanced Excel/PowerPoint .
• Bachelors degree required; MBA/ITIL/PMP preferred.