We are seeking a highly experienced and results-oriented Director, Client Success to lead our client relationships within the retail industry. As a Director, Client Success, you will be responsible for creating, managing, and evolving the relationship with our most strategic retail accounts in North America, Europe, and India. This role is a trusted advisor to our clients, ensuring their success with our solutions, and identifying opportunities for growth and expansion.
Key Responsibilities:
- Create, manage, and evolve the relationship with our most strategic retail accounts in North America, Europe, and India.
- Serve as a trusted advisor to our clients, ensuring their success with our solutions, and identifying opportunities for growth and expansion.
- Understand client business challenges and objectives to align SkillNet’s solutions and services effectively.
- Develop and execute strategic account plans to drive client satisfaction, retention, and growth.
- Collaborate closely with sales, professional services, and product teams to ensure client needs are met and exceeded.
- Lead quarterly business reviews (QBRs) and executive meetings to communicate value, progress, and strategic recommendations.
- Monitor client health, identify potential risks, and proactively address issues to ensure successful outcomes.
- Drive adoption and utilization of SkillNet’s solutions to maximize client value.
- Identify and pursue upsell/cross-sell opportunities to expand SkillNet’s footprint within client organizations.
- Stay informed about retail industry trends, emerging technologies, and competitive landscape to provide strategic insights to clients.
- Mentor and guide a team of Client Success Managers (if applicable), fostering their professional growth and development.
Qualifications:
- 10+ years of progressive experience in client success, account management, or consulting roles within the retail technology sector.
- Proven track record of managing and growing strategic client relationships with enterprise-level retail clients.
- Deep understanding of retail operations, challenges, and digital transformation initiatives.
- Exceptional communication, presentation, and interpersonal skills.
- Strong business acumen and strategic thinking.
- Ability to influence and negotiate at all levels of an organization.
- Strong analytical and problem-solving abilities.
- Proficiency in CRM software (e.g., Salesforce) and project management tools.
- Bachelor’s degree in Business, Marketing, Computer Science, or a related field. MBA is a plus.
- Experience in a remote-first or hybrid work environment is a plus.
- Willingness to travel as needed (approximately 25%).
