Director, Client Partner

The Director, Client Partner acts as the strategic lead across a portfolio of approximately $10M+ in enterprise client revenue, reporting directly to the VP of Client Experience. This role is responsible for shaping and driving account strategy, growing client relationships, ensuring delivery alignment, and maintaining overall portfolio health and profitability.

Zaelab is a PE-backed digital consulting firm helping enterprise manufacturers, distributors, and industrial organizations modernize how they sell, serve, and operate. We partner with clients navigating complex digital transformation initiatives across commerce, CPQ, customer service, workflow automation, and enterprise platforms including commercetools, SAP, ServiceNow, and BigCommerce.

The ideal candidate is currently managing, or has recently managed, a portfolio of similar size and complexity within a consulting or professional services organization. This is not a developmental role; candidates should have demonstrated success operating at this level of responsibility.

Your Key Responsibilities:

Portfolio Revenue & Growth:

• Maintain full accountability for a portfolio of enterprise accounts totaling $10M+ in annual revenue.
• Develop and execute account growth strategies aligned to client business objectives and Zaelab’s long-term goals.
• Set and deliver annual revenue targets while maintaining accurate forecasting and pipeline visibility.
• Identify, qualify, and close expansion opportunities including retainers, new statements of work, change requests, and multi-phase transformation programs.
• Develop and maintain Account Growth Plans including strategic pursuits, stakeholder maps, relationship growth objectives, operational improvement opportunities, risk mitigation plans, and thought leadership initiatives.
• Partner closely with delivery leadership to protect margins, identify risks early, and ensure sustainable account growth.
• Maintain accountability for portfolio profitability, renewals, and overall account health.

Client Leadership & Relationship Management:

• Serve as the executive-level point of contact across your portfolio with regular interaction with VP, SVP, and C-suite stakeholders.
• Build trusted advisor relationships that position Zaelab as a long-term strategic partner.
• Lead quarterly business reviews, executive steering committees, and annual planning cycles.
• Develop multi-year digital roadmaps grounded in business outcomes rather than technology alone.
• Act as the primary escalation point for client concerns and proactively resolve issues before they impact the broader relationship.
• Ensure client objectives are understood, communicated, and aligned across all delivery teams.

Strategic Account Management:

• Translate client business challenges into consulting, technology, and transformation opportunities.
• Connect technology investments to measurable business outcomes including revenue growth, operational efficiency, customer enablement, and cost optimization.
• Develop executive-ready business cases, strategic recommendations, and modernization roadmaps.
• Leverage Zaelab’s full portfolio of capabilities to deliver value beyond current engagements.
• Maintain an active backlog of strategic pursuits that contribute to organic revenue growth across the portfolio.
• Demonstrate strong understanding of enterprise B2B digital ecosystems and evolving market trends.

Collaboration & Leadership:

• Partner closely with delivery, solutions, business development, marketing, and executive leadership teams to align account strategies and growth objectives.
• Collaborate across organizational levels to ensure successful execution of client initiatives.
• Contribute to Zaelab’s go-to-market strategy within manufacturing, distribution, and industrial sectors.
• Participate in hiring, mentoring, and developing future client-facing leaders.
• Help shape and scale the Client Services function as Zaelab continues to grow.

• 8+ years in a management consulting, digital consulting, systems integrator, or technology professional services firm 
• Currently managing or have recently managed a named portfolio of accounts with individual revenue responsibility of $10M–$20M+
• Proven track record of growing accounts — not just retaining them. Specific examples of expansion revenue, new SOW development, and multi-year program buildout
• Direct experience selling and delivering in B2B commerce, manufacturing, distribution, or industrial sectors — you understand how these businesses buy, how they're structured, and why their digital transformation cycles are complex
• Comfortable having difficult conversations with senior clients about scope, performance, and cost
• Strong advantage:
• Familiarity with commerce platforms (commercetools, SFCC, Shopify, SAP Commerce), or ServiceNow products such as Customer Service Management (CSM), Field Service Management (FSM), Configure Price Quote (CPQ), IT Service Management (ITSM), or Order Management
• Active relationships with VP/C-suite buyers in manufacturing or distribution

• Unlimited Vacation/PTO
• Full Health Benefits and 401k Fixed Percentage Plan (USA only) RRSP (Canada)
• Fully remote and distributed teams
• Paid Parental Leave
• Ongoing training and education opportunities
• 0% Bureaucracy Culture - Focus is on responsibilities, not title

Like what you see but don’t meet every requirement? Apply anyways! Studies have shown that various groups (women and people of colour) are less likely to apply to jobs unless they meet every requirement. At Zaelab, we’re committed to building and fostering an inclusive accessible environment, where all employees feel valued, respected and supported. We are dedicated to creating a culture with a diversity of talented individuals who join, stay, and work in an environment that enables them to thrive.

Zaelab is proud to be an equal-opportunity employer. We are committed to providing accommodations. If you require accommodation, we will work with you to meet your needs. We use Certn to confirm the identity and employment eligibility of all new USA hires.

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