Director, Client Services - Finance - NYC

Job Description

• As a Director, Client Services you are responsible for leading and nurturing a portfolio of client business. • The role is the primary representative of the delivery capabilities of Hakkoda to our customers and is responsible for leading the growth of Hakkoda in existing accounts. • The Director will consult on the best path forward to achieve strategic goals developed in relation to the client's vision. • You will nurture and build solid senior-level relationships with the customer and with the Hakkoda delivery and sales teams. • This position is accountable for overall account management activities and oversees and maintains indirect responsibility for all delivery services. • The Director must have the ability to effectively handle difficult client and employee conversations. • The Director must set the tone and expectations - consistently driving your team to deliver high client satisfaction and exceed their expectations. • It is your responsibility to ensure the team is accountable for executing all deliverables to ensure programs are on time, on budget, and on strategy. • Additionally, Directors connect the Hakkoda vision to their teams and help push it forward. • They take time to understand changes in the company, and the why, and effectively advocate for and connect their teams’ roles to the broader organizational vision. • Directors are responsible for building and developing an effective and efficient organization that contributes to the company's financial and growth goals – including maximizing utilization and ensuring the right talent is in the right roles. • Their focus relies not only on retaining and growing clients but also on developing future generations of consultants and leaders at Hakkoda.

Qualifications

• Must reside in NYC and be open to visiting client's within the metropolitan area as needed • 10+yrs in related account/client management roles • 2+ years in leading the development of modern data architecture, preferably in a consulting capacity • Experience with the Financial industry • Bachelor's degree required, MA/MBA or equivalent is a plus • Experience managing large geographically dispersed workforce is highly preferred • Experience planning/forecasting and managing project budgets and resourcing • Possess well-developed skills for building long-term relationships and a managerial style that fosters the trust and respect of a highly diverse client base • Ability to work collaboratively and connect with both virtual and in-person teams while fostering a results-driven team environment.

Benefits

• Develop relationships with the primary client Point of Contact and forge relationships with client’s Senior Management, Executive Team and C-suite • Build relationships with key partner account teams at clients (Snowflake, Sigma, Alation, Fivetran, etc.) • Proactively monitor and pursue opportunities for additional services & make them more sticky with innovation and strategy • Regularly meet with Hakkoda sales and delivery leads to discuss client opportunities • Regularly review client margins and ensure your accounts are meeting or exceeding margin goals as determined by Finance • Address when profitability levels are too low or signal we are not investing enough into the relationship • Actively involved in the pitch process for new business opportunities, owning staffing forecasting, and proposal details • Work on SOW creation, amendments, and other legal adjustments as they work through client needs and changes in services • Mentor delivery resources including Engagement Managers on account management needs • Strong track record of stepping in as a point of escalation on their clients and effectively solving issues that arise • Determine resolution for any cross-channel issues including performance, tracking • Resolve any collaborative roadblocks between teams • Settle miscommunication or interpersonal issues within the group • Reach out to clients directly when service issues arise • Initiate conversations with clients around SOW adjustments or needing to implement SLAs • Consistently collect and share feedback with growth services leads • Contributes to the development and definition of delivery methodology and sales playbooks • Manage large-scale delivery initiatives and perform strategic customer engagements