**Introduction** At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk. **Your role and responsibilities** OKRs * Revenue Build and maintain profitable client relationships * Retention - Drive organizational culture * Delivery Excellence - Contribute to thought leadership - solutions / industries Role Director, Client Services is responsible for leading and nurturing a portfolio of client business. The role is the primary representative of the delivery capabilities of Hakkoda to our customers and is responsible for leading the growth of Hakkoda in existing accounts. The Director will consult on the best path forward to achieve strategic goals developed in relation to the client vision. They will nurture and build solid senior-level relationships at the customer and with the Hakkoda delivery and sales teams. The Client Services Director is accountable for overall account management activities and oversees and maintains indirect responsibility for all delivery services. The Director must have the ability to effectively handle difficult client and employee conversations. The Director must set the tone and expectations - consistently driving your team to deliver high client satisfaction and exceeding their expectations. It is your responsibility to ensure the team is accountable for executing all deliverables to ensure programs are on time, on budget and on strategy. Additionally, Directors connect the Hakkoda vision to their teams and help push it forward. They take time to understand changes in the company, the why, and are effective cheerleaders in advocating and pushing these changes forward and connecting their teams’ roles to the broader organizational vision. Directors are responsible for building and developing an effective and efficient organization that contributes to company financial and growth goals - including maximizing utilization and ensuring the right talent is in the right roles. Their focus relies not only on retaining and growing clients, but also developing future generations of consultants and leaders at Hakkoda. As of April 2025, Hakkoda has been acquired by IBM and will be integrated in the IBM organization. Your recruitment process will be managed by IBM. IBM will be the hiring entity. This job can be worked form anywhere within the US. **Required technical and professional expertise** Proficiency Expectations We expect Directors to be experts in truly understanding their clients’ businesses, challenges and goals, and have established trusted relationships at the most senior/executive client levels in order to push their team outside of the box to drive innovation/strategy. They are able to empathize with clients to anticipate their needs and proactively make strategic recommendations that will offer solutions to their business challenges. Client Services & Org Operations * Develop relationships with the primary client POC and forge relationships with client’s Sr. management/exec team/c-suite * Build relationships with key partner account teams at clients (Snowflake, Sigma, Alation, Fivetran, etc.) * Proactively monitor and pursue opportunities for additional services & make them more sticky with innovation and strategy. * Regularly meet with Hakkoda sales and delivery leads to discuss client opportunities * Regularly review client margins and ensure your accounts are meeting or exceeding margin goals as determined by Finance. Address when profitability levels are too low or signal we are not investing enough into the relationship * Actively involved in the pitch process for new business opportunities, owning staffing forecasting, and proposal details * Work on SOW creation, amendments, and other legal adjustments as they work through client needs and changes in services * Mentor delivery resources including EMs on account management needs * Strong track record of stepping in as a point of escalation on their clients and effectively solving issues that arise * Issue Resolution * Determine resolution for any cross-channel issues including performance, tracking * Resolve any collaborative roadblocks between teams * Settle miscommunication or interpersonal issues within the group * Reach out to clients directly when service issues arise * Initiate conversations with clients around SOW adjustments or needing to implement SLAs * Consistently collect and share feedback with growth services leads * Contributes to the development and definition of delivery methodology and sales playbooks Team Leadership * Track record of being able to think outside of the box and solve for resourcing, personnel, and team wide issues that arise * Ensure all tracks within their org have both a high client retention and employee retention rate, identify core issues, proactively develop plans to mitigate issues from restructuring track staffing models, adjusting account teams, identifying skill gaps and upleveling their employees, to re-evaluating client needs at an SOW/services level * Running and/or contributing to effective track meetings * Helping to facilitate staffing and bandwidth distribution across tracks * Effectively communicate the need for a new hire or promotion with a clear business case * Consistently assess team/client fit, ensuring we have the right talent matched up to the right clients - based on expertise, communication/working styles, and PI Growth Expectations * High client and employee retention and revenue growth * Continuous improvement in client NPS scores * Maintaining and improving revenue and margin for clients IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.