Client Relationship Director

About the role

The Client Relationship Director (CRD) owns strategic enterprise client relationships, ensuring contracted services deliver measurable value while advancing customer satisfaction, retention, revenue growth, and profitability. As a trusted advisor to client executives, this role connects client priorities with delivery, sales, finance, and solution teams. The successful candidate combines executive presence, commercial and financial acumen, service governance, and the ability to influence cross-functional teams.

Success is measured by client outcomes (customer satisfaction, NPS, executive engagement, retention, renewal performance), financial performance (revenue growth, margin and EBIT, account profitability, qualified pipeline), operational performance (SLA achievement, service quality, governance effectiveness, issue resolution), and strategic growth (cross-sell and upsell results, strategic initiative delivery, transformation support, relationship expansion).

At Stefanini, we offer a wide range of services, including Digital Workplace Services, Application Development, and Digital & Innovation solutions - making this an exciting opportunity to work with cutting‑edge offerings for our clients. We have been recognized as an Emerging Specialist in the 2025 Gartner Magic Quadrant™ for Generative AI Consulting and Implementation Services, and a Visionary in the 2025 Gartner Magic Quadrant™ for Outsourced Digital Workplace Services. Our 35,000 employees are located across 41 countries. Stefanini is proud to recruit exceptional talent and establish relationships with prospective employees. Our talent acquisition and hiring teams will always have a phone, virtual and/or in‑person conversation with you before extending a job offer. During these conversations, we will provide details about the company, discuss the interviewing and hiring processes, and answer any questions about the job itself, the organization, the culture, etc.

Responsibilities

• Build trusted relationships with executive and operational stakeholders and serve as the senior escalation point for assigned accounts.
• Translate client objectives, challenges, and industry trends into strategic account plans and measurable outcomes.
• Lead executive business reviews, operational governance, and strategic planning sessions.
• Represent the voice of the customer internally and strengthen the organization's position as a strategic partner.
• Develop and execute account growth plans, along with commercial team, aligned with client priorities and company goals.
• Identify cross-sell, upsell, and transformation opportunities and partner with sales and solution teams to develop proposals and business cases.
• Support contract renewals, negotiations, pipeline management, revenue forecasting, and commercial decision-making.
• Maintain accountability for service performance, contractual commitments, SLAs, KPIs, and governance requirements across assigned accounts.
• Monitor service health, customer experience, operational metrics, risks, and escalations; lead corrective action and recovery plans when needed.
• Partner with delivery teams to resolve issues, improve performance, and implement continuous improvement initiatives.
• Gather customer feedback and convert insights into actions