Account Director

As an Account Director, you will play a pivotal role in managing key client accounts, ensuring a consistently exceptional client experience in order to grow the lifetime value of these key accounts. You will build long term strategic relationships with our key clients, driving client engagements and developing business opportunities. This position requires a deep understanding of business strategy, a good balance of technical and commercial acumen, industry expertise, excellent leadership skills, and the ability to foster excellent client relationships, to spot opportunities for up and on sell with our clients. 

Requirements

1. Client Relationship management and experience  

• Build and maintain strong relationships with clients and key decision makers by understanding their needs, addressing concerns, and delivering value-added solutions, ensuring regular productive interactions and that the highest level of client service and experience is delivered. Function as an experienced and trusted advisor, providing independent opinion on complex client problems & initiatives, and assist with decision making whilst being a conduit into CCI's SME network. 

• Consistently manage client expectations, by acting as the key interface between the client and all relevant internal CCi contacts. Ensure appropriate engagements, keep work on track and manage slippages and function as a point of escalation for any issues that arise, resolving them in a professional and efficient manner. 

• Agree and document annual client Performance and Practices improvement plans. 

• Conduct minimum quarterly F2F program review meetings with clients. 

• Play the role as voice of the customer and feed client needs into CCi with a clear business case and ROI for CCi to review and consider. 

• Own and manage the conversations on the NPS Survey Results 

2. Business Development and Revenue Generation 

• Expand contacts within client organisation and maintain strong relationships with key decision makers to acquire deep client understanding, determine business plans and future requirements and identify opportunities to on/up-sell the company’s services to maximize revenue and manage the client’s interests and lifetime value. 

• Develop and maintain an expert knowledge of the client’s market, external trends, and the competitive environment, to ensure that the company remains the provider of choice (supported by Global Marketing).  

• Develop a client management and client lifecycle management strategy to maximise revenue potential and to win repeat business from the client, taking platform data into account. 

• Facilitate the allocated client budgeted growth objectives and align the annual client account budget & target setting process with global and allocated client objectives (with support from Finance) 

• Facilitate 3-year forecast and plan in line with client management and client lifecycle management strategy. 

• Ensure that negotiations of key account terms, agreements & SLA’s/SoW’s result in commercial terms and service standards that are clear and consistent across the client organisation (with support from the Legal Division) 

3. Consulting and Strategic Leadership 

• Provide strategic direction and leadership to consulting teams to ensure alignment with client objectives and overall business goals. 

• Stay abreast of industry trends, best practices, and emerging technologies to provide innovative solutions and thought leadership to clients. 

• Work closely with other team members to foster a cooperative internal environment and to share and promote best practices in providing exceptional client experience within the company, to articulate and clarify commercial priorities, and to help refine individual client strategies, within the boundaries of client confidentiality. 

• Apply technical and consulting expertise and skills at clients and at the appropriate levels (Tiers 3,4,5) Influence internal CCi stakeholders to ensure relevant SLA’s/SoW’s are met. Ensure that the target dates & KPI’s agreed with the client are met and that the relationship remains beneficial to both parties  

• Monitor client account activities to ensure that goals and objectives are achieved and/or exceeded within prescribed time frames (with support from Finance)  

KEY PERFORMANCE AREAS 

KPA 1: Relationship management 

KPA 2: Consistent and exceptional client experience (keep client happy) –  

KPA 3: Client needs met, appropriate engagement (keep work on track, manage slippage) 

KPA 4: Client lifecycle management 

KPA 5: Upsell and Cross-sell 

KEY PERFORMANCE INDICATORS  

KPI 1: Client revenue & profitability and up/on sales targets achieved ($m)/(X) Billable hours 

KPI 2: Clarity on client needs 

KPI 3: Client performance (& practice) improvements   

KPI 4: Scorecard KPI's (& records of people movement for FoF) 

KPI 5: Client feedback (NPS) 

KPI 6: Client progress review 

QUALIFICATIONS / EXPERIENCE 

• Degree in Engineering Science or Business Administration, Management, or a related field (Master's degree preferred). 

• 8 – 10 years’ leadership, management, and/or business development role with experience in supply chain / operations / manufacturing (make) 

• Proven experience (10+ years) in management consulting, with a focus on strategy, operations, or operational transformation. 

• Business acumen for developing and managing global and allocated market accounts. 

• Strong technical and commercial acumen  

• Expert knowledge of CCI solutions and platform 

• Ideally with proven record of selling in highly complex strategic environments. 

• Able to understand the client’s needs and establish clear & mutually beneficial strategic value propositions in co-creation with client. 

• Experience shaping and driving business strategy, able to see the big picture and to shape global strategy. 

• Deep expertise in strategic planning, business analysis, and problem-solving methodologies. 

• Strong planning, organizing and project management skills with the ability to effectively prioritize and deliver on multiple tasks and projects. 

• Experience working in cross functional multi-cultural matrix orientated internal structures. 

• Advanced English or allocated market specific language skills 

• Strong leadership and communication skills, with the ability to influence and inspire teams and clients. 

• Client-centric mindset with a passion for driving client success and building long-term relationships. 

• Ability to thrive in a dynamic and challenging environment, managing multiple priorities and stakeholders effectively. 

• Proficiency in Microsoft Office suite and project management tools. 

• Professional certifications (e.g., PMP, Six Sigma, CMC) are a plus. 

PERSONAL ATTRIBUTES 

• Relationship building  

• Strategic and commercial orientation 

• Collaborator with advanced people skills, who can engage with people at all levels inside and outside the company and involve and collaborate with key stakeholders. 

• Able to negotiate with both internal and external stakeholders at senior levels focused on partnership and client experience.  

• Able to gain trust quickly and be direct and persuasive as well as diplomatic. 

• Analytical ability to analyse and improve current practices, performance, and company processes. 

• Ability to identify opportunities and to build robust plans and winning proposals. 

• Proactive and drives hard for results. Takes needed action to meet targets. 

• Professional and credible with high standards of personal presentation 

• Willingness to travel extensively in the role to client sites up to 60%. 

• Role Models CCi’s Behaviours: Own It, Solve It, Act Now, Diamond Focus 

Benefits

Competitive Base Salary & Benefits

Sales Incentive Program approximately 30% of salary