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The Role

The Director, Strategic Clients will oversee an assigned portfolio of client programs for Fusion’s strategic clients within Professional Services. These clients may include a combination of large, globally strategic clients, clients that are significant influencers within their industry, or major client accounts with highly complex and highly customized needs challenging the product capabilities. This individual will play a critical role in driving client success.

The successful candidate is a strategic thinker, strong leader, can scale the team to meet growing business needs, collaborates well cross-functionally and possesses exceptional client relationship management skills.

Responsibilities:

• Oversee and guide the assigned services team to meet demands of client engagements and provide positive client experience
• Partner with project leadership to provide ongoing updates of project to executives, including leading weekly advisory meetings with cross-functional stakeholders, including partners
• Build trusted relationships with key client leaders; act as escalation point for clients and project teams
• Help proactively identify, assess and mitigate risks
• Manage client and team escalations at the project-level and ensure resolution; remove roadblocks impeding project teams from meeting client expectations
• Develop relationships and act as project sponsor for assigned clients with Fusion partners, ensuring alignment, positive working relationship to mutually meet client goals
• Advocate within Fusion for client requirements, dependencies and critical functionality to ensure client engagement success and Fusion reputation
• Partner with cross-functional teams within Fusion and with Fusion partners to understand client roadmap; advocate for client requirements across Fusion teams and with executive leadership to help develop and deliver against client roadmap
• Lead meetings with executive stakeholders (internal and external), making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively
• Continuously assess existing processes, identifying opportunities for improvement, optimization and providing constructive solutions to support successful client engagement
• Align with PS leadership to refine best practices and processes
• Create new ways of working as needed for engagements focused on Fusion and client success
• Drive important initiatives to completion to achieve target state and results; track, measure and report on progress to executives
• Collaborate with senior leadership to help shape customer focused cross-functional priorities
• Coach and mentor project teams and provide feedback
• Support client expansion with account management and customer success teams; collaborate to identify new opportunities and expansion
• Engage with revenue teams during sales process to ensure identified client outcomes are understood and incorporated as part of the client services engagement
• Manage up to 10 direct reports, including coaching, performance management, and individual skill development plans