Role – Sr. Director - Account management  

Location: East Coast, US (preferably in NY area) 

About us

We turn customer challenges into growth opportunities. 

Material is a global strategy partner to the world’s most recognizable brands and innovative companies. Our people around the globe thrive by helping organizations design and deliver rewarding customer experiences.

We use deep human insights, design innovation and data to create experiences powered by modern technology. Our approaches speed engagement and growth for the companies we work with and transform relationships between businesses and the people they serve.

 Expectations / Responsibilities: 

Account Management: 

• An entrepreneurial, customer-focussed approach with a range of strategic ideas, built from previous experience of operating businesses in the application modernisation engagement 

• Strong leadership skills, including the ability to bring together different parts of the business and different stakeholder to support revenue aims  

• Have a keen eye for design with ability to work collaboratively with design teams to ensure the requirements get translated completely and correctly  

• Proven experience of owning and delivering to revenue targets, including the targeting of net new customers acquisition.   

• Directing internal and external (3rd party vendor) teams on key deliverables, timelines & ensuring collective project updates to executive teams/ stakeholders  

• Ability to perform deep research and technographics of the customer industry and seek to produce insights that will enable highly targeted pitches  

• You will work closely with GTM owner to create value prop, engagement & awareness about Material capabilities to the target customer base  

• You will be a hands-on collaborator leading the customer success function being highly organized, a keen listener with ability to engage senior executives & decision makers 

• Engage and build relationships across client organization & 3rd party vendors to participate in designing the future roadmap for the Engagement   

• Proactively provide insights on potential business opportunities to Material Client Partner for further exploration  

• Prepare customer proposals and statements of work  

• Ability to monitor budgets and put together simple MIS reporting for utilization, financials, budget tracking & overall engagement health visibility   

• Build an understanding of Material offerings to work more effectively along with a cross-practice team for delivering an engagement successfully  

• Lead account growth with ability to pull help needed from across Material teams 

Engagement Management: 

• Own the Engagement plan to deliver to the expected outcomes & impact  

• Expert of Agile ways of working including SAFe, Scrum, Kanban  

• Create and drive the engagement plan to deliver to the expected outcomes & impact 

• Create and drive transition plans and setup the necessary process around it 

• Provide visibility and predictability on the plan to key stakeholders through active tracking of the plan, and measuring key metrics (flow, quality, value)  

• Proactively manage Risk/issues/ Dependencies for the engagement  

• Address Customer issues/ Escalations in cooperation with the delivery partner 

Stakeholder Mgmt and communication: 

• Own Stakeholder Management, Governance and Communication  

• Identify key stakeholders, their objectives and expectations from the engagement  

• Align engagement plans to deliver to the stakeholder objectives  

• Gather feedback from the stakeholders and define action plan to incorporate the feedback  

• Establish a communication plan for all key internal/external stakeholders  

• Define reports and drive the forums for key stakeholders (daily, weekly, monthly, quarterly)  

• Collaborate with internal stakeholders across Practices to align them on engagement plan, progress, priorities and actions  

• Engage with third-parties/ consultants to improve the solution or resolve any issues/ dependencies  

Team Management: 

• Setup the team for success by driving team onboarding, ramp up/knowledge transfer  

• Resolve team conflicts using conflict resolution techniques and encourage team bonding to build trust and collaboration 

• Actively manage the fulfilment needs for the engagement through staffing/ hiring/ contracting. Ensure the required systems are kept updated and provide heads-up/ communication to key stakeholders on the fulfilment status  

• Mentor delivery leaders, team members to build a high performing team by encouraging learning, innovation, career growth amongst team members   

• Encourage team-members/group to participate in Organisation activities and contribute to initiatives/forums  

• Lead by example/ be the role model on the Organization Values, culture and encourage your teams to contribute to building M+ as a Great Place to Work  

• Drive a culture of experimentation and learning in the team  

Financial Management: 

• Manage the Engagement Financials  

• Effectively track and improve the financial health of the Engagement by exploring relevant levers that can be applied in the context  

• Identify key financial metrics for the Engagement and provide updates on the metrics in required forums   

• Manage engagement revenue and resource forecasts, and define course correction/ recovery actions  

• Manage engagement invoicing/ billing details   

Quality Management: 

• Drive the engagement maturity  

• Proactively schedule reviews and audits for the Engagement to de-risk and address any critical issues  

• Improve the delivery maturity of the Engagement by incorporating audit/review findings and enabling adoption of best practices  

• Drive continuous improvement plan to incrementally evolve the outcomes for the team  

• Contribute learnings/ accelerators from the engagement back to Material methods & tools repository  
    

About you  

• Minimum experience required is 9 -12 years in Marketing/Design/Technology industries 

• Account Management & Program management background with end-to-end delivery  

• Experience in Healthcare industry - health provider industry a plus 

• Cultivated or will be interested to cultivate a genuine interest in technology & customer problems (and solutions thereof) 

• Integrated Marketing and Design background

• Technology awareness & vocabulary around CMS, Content Architecture, cloud technologies, enterprise middleware & modern software architectures 

• Excellent writing, presentation & illustration skills 

• Industry leading Scrum Master certifications like SAFe/ CSM   

• Should have hands on experience in P&L, Gross Margins, Revenue Target.  

• Strong understanding of Agile and associated toolset (Jira/ ADO/ Test and Dev Automation tools)  

• Strong understanding of CMS & Cloud Platform background is a must  

• Proven success in delivering projects within budget and specified timeframes, while ensuring customer satisfaction across different models (T&M, Fixed Price, Staff Aug, Managed Services)  

• Experience in managing an enterprise product development team preferably in a multi-geo or offshore environment  

• Excellent leadership and stakeholder management skills  

• Excellent communication, presentation, and planning skills  

• Exceptional organizational, leadership, team management and stakeholder management skills  

• Capacity to embrace change and quickly adapt to new situations, changes in direction, and altering priorities  

• Ability to handle multiple projects and assignments  

• Ability to demonstrate critical thinking, providing options and recommendations relating to resolving issues, mitigating risks, and resolving escalated items.