Serving as a senior leader within Ensono, the Senior Director, Client Success will be responsible for the following:

·       Managing a team of Client Success Managers (CSMs) to effectively engage with our Strategic clients and create an experience that ensures success across the entire relationship with Ensono.

·       Managing to key metrics that measure the overall health of the book of business and within individual clients, including client satisfaction, churn targets, profitability, and renewal goals.

·       Working with cross-functional leaders across Ensono to support our client’s outcomes, collaborating on service improvement opportunities, and meeting key metrics/client deadlines, and helping the CSMs successfully manage escalations, where needed.

·       Driving a high level of collaboration and coordination among the CSMs with others across Ensono such as Client Partners, Technical Operations, Solution Architecture, and Program/Project Management to ensure the relationship and projects stay on track, achieve the desired outcomes, and meet the contractual obligations.

·       Directing teams to capture and analyze important client data to identify issues and track progress against the client’s business outcomes. This may include analyzing the health/wellness of the client’s environment, data on incidents/SLAs, and operational data to identify strategic pricing options while managing client churn.

·       Working with the CSMs to set goals to align Ensono products and services with our client’s IT goals, tracking/reporting on client outcomes against that plan, and ensuring continuous improvement of the customers’ environment throughout our relationship.

·       Ensuring the CSM team keeps our service management, relationships and projects on track, achieve the desired outcomes, and meet the contractual obligations across the entire book of business.

·       Managing the team to ensure there are consistent account governance standards across the book of business that drive success and build strong relationships with our clients.

·       Leading account reporting on a monthly basis with Ensono’s Executive Leadership to report on overall client health, account risks, and insights/opportunities.

·       Leading executive conversations to assess performance of the entire book of business using Ensono’s Client Health Dashboard. Working with the Client Experience team to build/analyze a dashboard to effectively manage the client base.  

·       Delivering a successful onboarding experience, where applicable, and a training plan for new client success managers and to help the team develop and follow their career path.

·       Staying informed of the latest industry news, trends, products, services, competitors and existing and emerging technologies that may impact present and future client performance.

All Client Success team members, and particularly our leaders, should possess extraordinary interpersonal skills, excellent communication skills, and be committed to demonstrating strong leadership within Ensono. They need to be highly motivated, organized and have experience directing cross-functional activities.  Each Client Success team member should be proficient in the following:

·       Client relationship management – both on the ground and via collaboration tools

·       Microsoft Office Suite tools with the ability to create exceptional PowerPoint and Excel documents that tell a meaningful story through data

·       Experience with Customer Relationship Management software such as SalesForce

·       IT Service Management best practices – ITIL Certification a plus

·       A technical aptitude to facilitate problem solving and solution creation initiatives

o   Networking

o   Public/Private Cloud

o   Mainframe

o   Middleware

o   Server and OS

·       Experience in managing large teams

Additional requirements would include but not be limited to:

·       5-7+ years managing high performing teams focused on client success or account management

·       Experience in leading a cultural transformation and ability to drive both Ensono and the client through change

·       Exceptional multi-tasking abilities with an ability to wear many hats and shift focus/priorities throughout the day

·       Self-motivated with a strong desire to learn quickly, multi-task, and work independently as well as part of a team

·       Excellent written and verbal communication skills

·       Experience in management consulting, a plus