Director, Client Services

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Hakkōda is a modern data consultancy that empowers data-driven organizations to realize the full value of the Snowflake Data Cloud. We provide consulting and managed services in data architecture, data engineering, analytics and data science. We are renowned for bringing our clients deep expertise, being easy to work with, and being an amazing place to work! We are looking for curious and creative individuals who want to be part of a fast-paced, dynamic environment, where everyone's input and efforts are valued. We hire outstanding individuals and give them the opportunity to thrive in a collaborative atmosphere that values learning, growth, and hard work. Our team is distributed across North America, Latin America, and Europe. If you have the desire to be a part of an exciting, challenging, and rapidly growing Snowflake consulting services company, and if you are passionate about making a difference in this world, we would love to talk to you!

Role 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.

What we are looking for:

We expect Directors to be experts in understanding their clients' businesses, challenges and goals, and have established trusted relationships at the most senior/executive client levels in order to push their team outside of the box to drive innovation/strategy. Success requires you to empathize with clients, to anticipate their needs and proactively make strategic recommendations that will offer solutions to their business challenges.

Responsibilities:

• 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

Requirements:

• Must reside in London or nearby areas and be open to visiting clients
• 10+yrs in related account/client management roles
• 2+ years in leading the development of modern data architecture, preferably in a consulting capacity
• 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.

Hakkōda is an exciting, high-growth company, and we're scaling our team. We are looking for exceptional people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Hakkōda. We are a collaborative team of high achievers. We love to explore, challenge and have a lot of fun along the way. Are you ready for the adventure? Click here to see our culture on display.

Benefits will vary by country:

- Medical, Dental, Vision

- Life Insurance

- Paid parental leave

- Paid time off

- Work from home benefits for 100% remote roles

- Technical training and certifications

- Robust learning and development opportunities