Senior Director, Client Partner

Job Description:

• Own the overall performance of a $15–20M portfolio of strategic enterprise accounts, including revenue, margin, forecasting, renewals, and growth.
• Set annual account and portfolio targets and maintain visibility into performance.
• Protect and grow client relationships and identify expansion opportunities.
• Build pipeline through new SOWs, retainers, change orders, and multi-phase transformation programs.
• Identify whitespace and partner with Sales, Solutions, and Practice leadership on executable plans.
• Develop and execute Account Growth Plans.
• Serve as a trusted executive partner to VP, SVP, and C-suite client stakeholders.
• Develop multi-year digital roadmaps connecting technology investments to business outcomes.
• Establish executive engagement, QBR, and annual planning rhythms.
• Own client escalations and resolve issues constructively.
• Navigate scope, delivery, performance, and commercial conversations.
• Translate client challenges into measurable-value opportunities and develop business cases and executive recommendations.
• Expand client relationships across Zaelab’s broader capabilities.
• Build and lead the portfolio team, including Client Partners, engagement and delivery leaders, and account operations resources.
• Own hiring, staffing, coaching, and performance management.
• Establish scalable account management practices and a culture of accountability, transparency, and client ownership.
• Partner with Delivery, Sales, Solutions, and Practice leadership to align strategy with execution.
• Contribute to go-to-market strategy across B2B manufacturing, distribution, and industrial sectors.
• Help scale Zaelab’s Client Services organization, processes, and operating model.
• Participate in leadership planning, budgeting, hiring, capacity planning, and strategic priorities.
• Retain and strengthen the portfolio while delivering revenue and margin targets.
• Establish growth plans, advance expansion pipeline, strengthen executive relationships, and create predictable portfolio performance within 12 months.

Requirements:

• 12+ years of experience in management consulting, digital consulting, systems integration, or technology professional services.
• At least 3 years of direct responsibility for a portfolio or strategic accounts representing approximately $15–20M in annual revenue.
• Demonstrated track record of growing enterprise accounts through expansion, new SOWs, and multi-year programs.
• Experience building and leading high-performing client or account teams, including hiring, staffing, coaching, and performance management.
• Strong experience working with manufacturing, distribution, industrial, or similarly complex B2B organizations.
• Experience selling and/or delivering engagements involving ServiceNow, composable commerce, Customer-to-Cash, or Quote-to-Cash.
• Strong commercial judgment and ability to connect client business challenges to technology and consulting opportunities.
• Confidence operating with senior client stakeholders and navigating complex conversations around scope, performance, priorities, and investment.
• Hands-on leadership style and willingness to move between executive strategy and account details.
• Ability to travel within North America up to 25% for client, team, and company events.
• Experience with ServiceNow solutions, particularly CPQ, CRM, Field Service Management (FSM), or Sales and Order Management (SOM) is an advantage.
• Familiarity with commercetools, Salesforce Commerce Cloud, Shopify, SAP Commerce, or BigCommerce is an advantage.
• Existing relationships with VP and C-suite leaders within manufacturing, distribution, or industrial organizations is an advantage.
• Experience helping build or scale a Client Services, Account Management, or Client Partner function within a growing consultancy is an advantage.

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
• Inclusive accessible environment
• Equal-opportunity employer
• Workplace accommodations
• AI-supported initial application review with People Ops final decisions