Client Engagement Director
5 days ago
We are seeking a highly experienced and skilled leader to join our Ekco Group team in the role of Client Engagement Director. This is an exciting opportunity to lead our UK Client Engagement Team, supporting enterprise and commercial clients. Reporting to the UK Client Engagement Director, this role is critical within our MSP/ MSSP organization, driving growth, customer satisfaction, and service delivery excellence across top accounts.
The successful candidate will have a proven track record in managing large client engagement teams, be skilled in strategic account management, and bring a client-first approach to our rapidly growing organization.
Key Responsibilities:
- Team Leadership & Development
- Lead, mentor, and develop a team of 30-40 Engagement Leads responsible for enterprise and commercial client accounts.
- Recruit, develop, and retain high-performing Relationship and Account Managers skilled in strategic account management.
- Foster a client-focused culture and promote continuous improvement in team performance and client engagement.
- Own accountability for client satisfaction and growth across enterprise and commercial accounts.
- Develop and oversee account roadmaps and future-oriented strategies, aligning with client goals and mutual growth.
- Champion customer satisfaction metrics (CSATs) and oversee regular satisfaction reviews with top accounts.
- Ensure operational effectiveness through KPI management, process optimization, and best practices within the engagement team.
- Address service delivery gaps proactively, working closely with service delivery teams to ensure quality and responsiveness meet client needs.
- Run reviews, manage QBRs, and all other internal required reporting, forecasting, and deal management to ensure growth is measurable and tracked.
- Act as a key escalation point for complex account challenges, offering senior-level support and strategic guidance.
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