Client Director, Client Success

OVERVIEW

As a member of the Client Success Team, the Client Director is responsible for a portfolio of clients, their related daily activities, as well as the planning and management of strategic activities (i.e. Marketing Planning, Product Marketing, and New Engage Technology Products) to achieve client and Engage objectives including revenue accountability and reporting. Success in this role hinges on building and maintaining strong relationships with both clients and internal teams while driving revenue growth. The Client Director will report to the Vice President, Client Success or such other senior employee as may be designated by Engage’s management, and may have one or more direct and indirect reports.

RESPONSIBILITIES

• Develops an in-depth understanding of each client’s business strategy and financial goals to create mutually beneficial solutions.
• Drives growth by achieving defined revenue and profitability targets for the client portfolio; monitors performance against financial goals and proactively addresses gaps.
• Leads in the development and execution of key strategic initiatives for clients, ensuring alignment with their business objectives.
• Builds and maintains a strong working relationship with clients at various levels to ensure client satisfaction.
• Identifies new opportunities to exceed revenue targets.
• Drives growth plans for the client portfolio.
• Partners with cross-functional teams (including Operations, Technology, and Customer Support) to champion client needs, address timelines, and resolve any issues.
• Manages or ensures daily tasks related to client engagement (e.g. escalations, invoicing, etc.) are executed.
• Provides direction to Client Coordinator, operational resources, and other sales and management resources as required.
• Fosters innovation and helps clients stay ahead of trends in loyalty and incentives specifically to help drive revenues.
• Leads or supports in the onboarding of new clients.
• Delivers timely reporting results, insight, analysis, and programs (e.g. campaigns/promotions).
• Leads the delivery of monthly, quarterly, and annual client business reviews.
• Prepares and delivers performance reviews to direct reports, if applicable.
• Establishes and links best practices within the broader Engage business.
• Performs other related duties as assigned.

QUALIFICATIONS

• Bachelor's degree or diploma in Business or a related discipline from an accredited institution.
• 5 to 10 years of directly related work experience in a client management capacity.
• Demonstrated industry experience in credit cards and/or loyalty/incentives programs preferred.
• Demonstrated experience managing client portfolios and driving client retention and profitability.
• Experience working within a SaaS environment is an asset within the tech industry.
• Excellent client service and relationship management skills aligning with Engage's values or contributing to a collaborative, innovative, and client-focused culture.
• Experience in planning and managing small to medium size projects.
• Excellent verbal and written communication skills, with the ability to present complex information clearly and appropriately for the audience.
• Strong negotiation, influencing, adaptability, and conflict resolution skills.
• Strong analytical and problem-solving skills.
• Excellent organizational and multi-tasking skills, with the ability to manage multiple priorities within a fast-paced environment.
• Ability to work both independently and as part of a team under time constraints.
• Proficient in Google Docs and PC software applications including Excel, PowerPoint, Word, and Visio.

Compensation

Annual base pay of $100,000.00-$120,000.00 CAD, depending on experience and qualifications, plus performance-based bonus.

Vacancy Notice

This job posting represents an existing vacancy that Engage is actively seeking to fill.

AI Disclosure

AI is not used to screen, assess, or select applicants.

Engage is an equal opportunity employer committed to diversity in the workplace. In addition, Engage is committed to providing accommodations for people with disabilities during the recruitment and selection process. In the event you require any accommodations, please advise us in advance and we will work with you to meet your needs.

Values: Integrity/Teamwork/Diversity/Innovation/Courage