Senior Director, Client Engagement

Summary

Join Hitachi Solutions as a Senior Director, Client Engagement and be the primary liaison between clients and Hitachi Solutions teams across sales and delivery. You will manage client relationships, acting as their advocate and trusted advisor. Responsibilities include envisioning and delivering transformative opportunities, providing leadership in solution execution, driving client value and incremental revenue, and serving as the single point of accountability for customer satisfaction. This role requires a Bachelor's degree, extensive experience in solution delivery and client management, and proven success leading large-scale projects. The ideal candidate will possess strong leadership skills, a deep understanding of the Microsoft ecosystem, and experience in relevant industries. Hitachi Solutions offers a competitive salary, comprehensive benefits, and flexible work arrangements.

Requirements

• 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

Responsibilities

• Envision, develop, and deliver transformative opportunities with the client by establishing a deep understanding of customer and business needs including their overall strategic goals and objectives
• Effectively draw on internal assets (e.g., account team, business capabilities) to help to bring the best original and most relevant ideas to the customer
• Work with the client to build an understanding of pain points and create a plan to resolve them by implementing digital transformations
• Provide leadership and oversight to execute a plan that delivers quality solutions for the largest strategic accounts
• Identify and implement the correct governance/delivery operating model
• Utilize appropriate metrics for tracking customer satisfaction and put feedback mechanisms in place to track solution success
• Monitor solution roll-out, making adjustments/escalates when necessary, and drive systemic improvements based on feedback mechanisms
• Drive value for client through solution delivery while driving incremental consulting revenue through land and expand opportunities
• Drive opportunity identification and deliver 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
• Utilize solution delivery expertise and knowledge of customer industries (e.g., manufacturing, financial services) to drive innovation
• Establish self as a trusted advisor to executive decision makers, identifying and investing in relationships with executive decision makers
• Facilitate collaboration and synergy with other experts or internal departments to optimize delivery results
• Identify executive decision makers that can facilitate transformation
• Serve as the single point of accountability for customer satisfaction for solutions and internal Key Performance Indicators (KPIs)
• Develop strategic account plan in conjunction with Sales and Go To Market (GTM) Team in support of quarterly business reviews (QBRs)
• Communicate transparently with the customer in order to avoid or resolve issues in solution rollout
• Effectively identify 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

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)

Benefits

• Bonus Plan
• Medical, Dental and Vision Coverage
• Life Insurance and Disability Programs
• Retirement Savings with Company Match
• Paid Time Off
• Flexible Work Arrangements including Remote Work