Description:
Strategic Imperative
The Senior Director, Client Engagement is exclusively focused on the partnership between our Clients and Hitachi Solutions teams across Sales and Delivery to ensure mutual success. The Senior Director, Client Engagement will successfully manage our Client relationships, acting as their advocate and trusted advisor while providing a single point of accountability for Hitachi Solutions' engagement.
Key Responsibilities:
- Envisions, develops, and delivers transformative opportunities with the client by establishing a deep understanding of customer and business needs including their overall strategic goals and objectives. Effectively draws on internal assets (e.g., account team, business capabilities) to help to bring the best original and most relevant ideas to the customer. Works with the client to build an understanding of pain points and creates a plan to resolve them by implementing digital transformations.
- Provides leadership and oversight to execute a plan that delivers quality solutions for the largest strategic accounts. Identifies and implements the correct governance/delivery operating model. Utilizes appropriate metrics for tracking customer satisfaction and puts feedback mechanisms in place to track solution success. Monitors solution roll-out, making adjustments/escalates when necessary, and drives systemic improvements based on feedback mechanisms.
- Drives value for client through solution delivery while driving incremental consulting revenue through land and expand opportunities. Drives opportunity identification and delivers on the financial commitments of the Operating Model and KPIs including billed revenue, project/portfolio gross margin (GM) and customer satisfaction (CSAT) ratings, partnering with Area Consulting Leaders to establish controls to meet profit and loss (P&L) accountabilities.
- Utilizes solution delivery expertise and knowledge of customer industries (e.g., manufacturing, financial services) to drive innovation. Establishes self as a trusted advisor to executive decision makers, identifying and investing in relationships with executive decision makers. Facilitates collaboration and synergy with other experts or internal departments to optimize delivery results. Identifies executive decision makers that can facilitate transformation.
- Serves as the single point of accountability for customer satisfaction for solutions and internal Key Performance Indicators (KPIs). Develops strategic account plan in conjunction with Sales and Go To Market (GTM) Team in support of quarterly business reviews (QBRs). Communicates transparently with the customer in order to avoid or resolve issues in solution rollout.
- Effectively identifies new opportunities and workloads to drive incremental value for clients. Partner across the Hitachi Solutions organization to bring in needed expertise to support client and is responsible for driving forward contracts process (e.g. SOW, CO) for clients.
Qualifications
Qualifications
- Bachelor's Degree in Engineering, Information Technology, Business, or related field and 10+ years solution delivery, customer-facing consulting, or digital transformation experience or equivalent experience. 6+ years leadership experience in a matrixed environment with proven experience managing long term client relationships (3+ major client accounts simultaneously) and successfully expanding accounts over time.
- Proven success leading projects with budgets exceeding 5-7 Million dollars and leading project teams of 30+ resources in a matrixed environment.
- Proven experience successfully implementing multiple technologies within the Microsoft (or competitor Cloud) ecosystem, including some/all of the following: D365FO, D365CE, Azure (Infrastructure, Custom Dev, IoT, Advanced Analytics, Artificial Intelligence), UX/UI, DevOps, Mobile and Portals
- Ability to develop project proposals, comprehensive project budgets, and plans and to contribute extensively through entire engagement lifecycle from sales to delivery. This also includes being accountable for contracts such as SOW, COs etc.
- Preferred Qualifications
- 15+ years relevant work experience within client industry (Hitachi primary industries: Manufacturing, HLS, Consumer Services, Industrial Services and/or Financial Services).
- 15+ years relevant work experience in solution delivery.
- 8+ years relevant experience in financial management (e.g. profit and loss).