Strategic Client Director (North America)

The Strategic Client Director will be responsible for nurturing post sales relationships with existing customers.
As the Strategic Client Director, your primary goal will be to nurture and grow post-sale relationships with our clients. You will work closely with key stakeholders, decision makers, and contacts within our client organizations to ensure their ongoing satisfaction and success with DynamicWeb's solutions. This goal will be measured by client retention rates, account growth, and overall client satisfaction.

In partnership with Sales, PMO/Engineering, Finance, and Executive Leadership, you will take a consultative approach to present DynamicWeb solutions to clients, addressing their needs and drive value to our customers via increased empowerment and expanded use. You will identify opportunities for account growth, provide strategic advice, and ensure seamless integration and support.

Success in this role involves establishing strong relationships with multiple contacts within client organizations, effectively communicating how DynamicWeb uniquely solves their business challenges, maintaining regular and proactive communication, and using CRM to document, track, and plan daily efforts.

The position requires strong execution skills and the ability to work both strategically and tactically with a vast range of clients. The ideal candidate understands the space of eCommerce and product centric companies well, has a passion for technology, and is dedicated to helping our clients achieve their digital transformation goals.

Your responsibilities

• Client Relationship Management: Serve as the main point of contact for all account-related inquiries post-sale, ensuring a seamless transition from Sales to Delivery and high levels of customer satisfaction
• Strategic Account Growth: Identify opportunities for account growth and upselling by understanding customer needs and aligning them with our product offerings.
• Value-Driven Solutions: Work closely with clients to understand their business objectives and propose solutions that add value, improve their operational efficiency, and enhance their digital presence.
• Technical and Strategic Inspiration: Serve as a thought leader, providing insights into eCommerce trends and digital strategies that can benefit the client’s business.
• Inside Sales Quota: Meet to exceed a modest sales quota for licensing and services upsells and expansions by identifying client needs and aligning them with our offerings.
• Licensing Oversight: Oversee and resolve any licensing challenges, working closely with our license team to ensure compliance and client satisfaction.
• Financial Collaboration: Work in tandem with the Finance department to ensure accurate billing, facilitate renewals, and manage contract negotiations.
• Project Sponsorship: Coordinate with the Delivery team to sponsor project progress, deliverables, client expectations, and own opportunities for additional services. While never planned, directly supporting escalations with customers will be necessary to ensure complete engagement.
• Feedback Integration: Gather client feedback and work with internal teams to refine processes and enhance the client experience continuously.
• Practice Growth: Grow account management practice and processes to meet best practices and industry standards, often driving change management across multiple departments to support company’s mission of delightful customer experiences.

Experience

• Proven experience as an account manager within software or technology sectors with a minimum of 6 years of direct experience.
• Strong sales acumen with a proven track record of meeting sales goals.
• Exceptional communication and relationship-building skills.
• Familiarity with contractual licensing terms and conditions.
• Ability to understand and discuss technical concepts related to software implementation.
• Proficiency in MS Office Suite, Nice to have experience in Microsoft Dynamics CRM, and/or ERP, eCommerce , or hosted solution spaces.

Work Environment

• Work is typically performed in employee’s home office
• Regular travel up to 25%. Evening, weekend, and extended hours as needed to participate in events.

About DynamicWeb
At DynamicWeb North America, we deliver solutions through trusted implementation partners and a passionate and talented team, that empowers our customers to make their digital vision a reality.

With over 3,000 valued customers and 12,000 implemented solutions, DynamicWeb is an established, forward thinking, Microsoft Gold Certified software company. DynamicWeb develops and implements solutions that help B2B and B2C companies optimize their online business and grow top line revenue with our Digital Experience Platform using eCommerce, web content management, digital marketing, and product information management.