Senior Client Experience Strategist

About the role

As a Stable Kernel Client Experience Strategist, your primary goals are to build loyalty with our clients and identify potential growth opportunities by operating as a strategic advisor to our clients. You will be on the front line with our clients, anticipating and staying one step ahead of their needs. Using your active listening and observational skills and having empathy for the client, you will function as a voice of the client, helping them understand and communicate the “what” and “why” of their technology needs to SK team members and leaders. You will leverage your relationship management and detail-oriented strengths to actively manage healthy client accounts, be a champion for positive change, and handle client escalations, if they arise.

Core Responsibilities Include

• Project Impact: Designing and implementing holistic and strategic solutions with an eye for growth and minimizing unnecessary complexity. Providing feedback and ideas that improve the overall health of the account. Defending the work against compromise and corner-cutting. Understanding the financial impact of decisions made. Utilizes advanced-level capabilities and supports team members by crafting reusable solutions within existing toolsets. Creating standard business process diagrams and product canvases that follow industry standards. Understanding cross-department practices and terminology, including design, engineering, and agile project management, to communicate with team members and clients.
• Business Alignment: Understanding the client’s immediate challenges and strategic objectives. Identifying and implementing ways to provide better value to our clients beyond your team. Suggesting and delivering improvements based on your observations. Supporting activities that promote SK and attract new business (e.g. Thought Leadership). Translating high-level and rough client requirements into clear requirements for various SK teams (BA, Engineering, Design, and Project Management) to craft project plans, product roadmaps, and estimates. Identifying and redirecting deviations from plans when they exist. Extending the expectations to business processes in order to identify requirements. Demonstrating the ability to effectively manage large or multiple client accounts. Communicating and presenting to various levels of leadership. Leading Lean Inception workshops and other discovery exercises. Understanding of SK’s service offerings and cross-department capabilities allowing you to serve as an expert advisor to our clients. Identifying new organic growth opportunities with the client and engaging them in next steps. Supporting the statement of work process with the ability to craft sections of the SOW independently.
• Interacting with Others: Engaging heavily with clients with frequent engagement and collaboration with team leads. Influencing improvements for your team, projects, and clients. Advising clients and team members independently. Assessing and communicating the current status of client engagement and project health to clients. Identifying trends for health issues or patterns of progress. Identifying and understanding how to handle outliers and processes that are not in control.
• Autonomy & Ambiguity: Thinking critically on how to solve problems and requiring no direction on completing activities and tasks. Gathering, describing, and presenting high-level business needs to internal team members. Negotiating and working out solutions within environments with a moderate level of volatility, uncertainty, ambiguity, and/or complexity. Problem-Solving: Making trade-offs between short-term and long-term solutions and evaluating trade-offs others are making. Preventing issues and optimizing resolutions by effectively communicating to team members and leadership. Recognizing and mitigating risks and removing roadblocks to find a way forward in difficult situations with the ability to anticipate future risks and remove them before problems arise. Escalating issues and supporting others to address immediate causes.
• Leadership: Taking ownership of challenges and opportunities to streamline team processes. Advocating for best practices by researching and proposing potential alternatives when needed. Mentoring junior and intermediate colleagues by helping them grow professionally. Setting a positive example by using our company values and imperatives as a north star. Providing regular constructive feedback. Resolving conflicts. Guiding less experienced colleagues through complex projects. Leading team learning sessions. Leading a large-scale program or multiple projects. Demonstrating strong project management skills, including planning, delegating, and monitoring progress. Making critical decisions and driving projects to successful completion. Representing the team in client conversations.

General Requirements

• At least 5 years of experience in a client service role.
• At least 3 years of experience working with software development teams or experience in an IT industry.
• Experience managing client portfolios with cumulative annual revenues and a track record of growth within those clients.
• Excellent relationship-building and strategic prowess, with the ability to speak with executives at Fortune 100 companies.
• Ability to lead client engagements and be a key influencer.
• Curiosity for new technologies relative to Stable Kernel solutions offerings, and a passion for staying current with trends that affect the custom software ecosystem.

Intimate, Working Familiarity With

• Microsoft Office Suite

Qualifications

• At least 5 years of experience in a client service role.
• At least 3 years of experience working with software development teams or experience in an IT industry.
• Experience managing client portfolios with cumulative annual revenues and a track record of growth within those clients.
• Excellent relationship-building and strategic prowess, with the ability to speak with executives at Fortune 100 companies.
• Ability to lead client engagements and be a key influencer.
• Curiosity for new technologies relative to Stable Kernel solutions offerings, and a passion for staying current with trends that affect the custom software ecosystem.

Skills

• Advanced-level capabilities and support for team members.
• Understanding and communication of cross-department practices and terminology.
• Effective management of large or multiple client accounts.
• Communication and presentation to various levels of leadership.
• Leading Lean Inception workshops and other discovery exercises.
• Understanding of SK’s service offerings and cross-department capabilities.
• Identification and redirection of deviations from plans.
• Extending expectations to business processes.
• Managing client portfolios with cumulative annual revenues and a track record of growth.
• Speaking with executives at Fortune 100 companies.
• Leading client engagements and being a key influencer.
• Curiosity for new technologies and staying current with trends affecting the custom software ecosystem.

Benefits

Company-subsidized health, vision, and dental plan premium options beginning on the first day of employment
401k with above-average company matching
Fully paid Group Life, Short and Long Term Disability, and AD&D insurance
Optional Flexible Spending Account, Dependent Care Flexible Spending Account, and Health Savings Account participation
Voluntary Life, Critical Illness, and Accident insurance
EAP and Health Advocacy program available at no cost to employees and their dependents
$3000 annual industry educational budget
Paid time off and paid holidays

Pay

Minimum Base Compensation: $115,000

Schedule

This is a full-time position.

Stable Kernel’s Culture

Stable Kernel’s culture is inclusive and expansive. We celebrate diversity in its many glorious forms and do not discriminate on the basis of race, religion, color, national origin, gender role orientation, sexual orientation, age, marital status, veteran status, or disability status.