Director, Client Strategic Partner

Posted Friday, April 26, 2024 at 4:00 AM

Role Overview

As a Director, Client Strategic Partner, you will own the strategic client partnerships with an assigned set of accounts, developing essential relationships at multiple levels within the client organization. You will work closely with Vice President, Client Strategic Partner to strategize and develop long term plans for success at the client level, aligning closely with Sirva organizational goals and strategy. This role focuses on client profitability, identifying and executing growth strategies, as well as long term client retention. With a strong customer, client and service design mindset, you lead with vision to continuously work to enhance and improve the client and customer experience. You will grow your accounts by realizing business change, transformation, and acting as a trusted advisor, consultant, business partner and product/services expert.

What You’ll Be Doing

• Designs and executes client strategy to maximize client partnership success, expansion, and retention
• Demonstrates full accountability for client profitability and management, by overseeing client relationship development and retention for a set of clients, and by developing strong relationships between Sirva and the clients
• Works closely with both the Strategic Partner Team Vice President and Manager, as well as the Customer Experience & Operations Director to direct, support and enable the experience journey for both clients and customers to meet the identified Key Experience Metrics (KEMs)
• Develops a deep understanding of client industry, culture, structure and key stakeholders to easily recognize and translate their needs and challenges and find applicable Sirva solutions to support their mobility programs
• Utilizes metrics, data and trends to identify opportunities to engage the client in new incremental services and better utilization of contracted services to support additional Sirva revenue streams
• Leads governance and/or business reviews of client accounts, client negotiations, renegotiations, proactive proposals and RFP/RFI activities
• Ensures proper implementation of client contracts and regularly reviews to ensure requirements are being met and identifying and closing necessary gaps in collaboration with applicable Sirva departments
• Partners closely with the Customer Experience & Operations Team to understand strengths and challenges in the operational support of the client accounts in an effort to create best practice solutions to continually enhance our customer experience delivery, leveraging the “wins” to influence the account strategies. This includes the monitoring and reporting of the key service level agreements to clients based on details provided by customer experience roles
• Identifytrends, best practices, and opportunities for policy consulting, written analysis and recommendations for cost effective client solutions
• Leads the development of Requests for Proposals (RFP) for account renegotiations, including fee structure and presentation
• Shares critical thinking through data analytics and reporting; has a curious and deep understanding of technology enabled service delivery
• Champions change and improvements across the client and customer experience, influences future change/projects to support and achieve improvements in the end to end experience
• Provides people leadership of Manager, Client Strategic Partner roles and/or others as appropriate. Coaches, assesses and develops direct reports. Accountable for the successful completion of training required for the business transformation
• Supports the Implementation team and client in the onboarding of new programs and services
• Partners with the IT Digital Products team to understand new capabilities for clients, and collaborates to ensure that client suggestions or required solutions are prioritized and delivered
• Partners with Global Financial Operations Leadership to support and influence future solutions for clients
• Ensures alignment of client expectations and Sirva capabilities

What You Bring to Sirva
Education/Experience

• 5-7 years of demonstrable leadership experience and client relationship management within a technology enabled service delivery organization
• Demonstrated increased levels of experience in global mobility, which can be in corporate or service provider roles
• Proven experience in customer/client relationship account management, B2B sales and consulting
• Flexibility to accommodate time zones
• Ability to participate in frequent travel and entertainment/representation

Cognitive Skills

• Must be a critical and analytical thinker, using data to assist with strategic decisions
• Proven ability to maintain a sense of urgency and priorities while delivering results in a fast-paced environment
• Strong business and financial acumen, deep understanding and interest in revenue and budget planning
• Outstanding relationship builder with excellent presentation, persuasion and communication skills

Technical Skills

• Strong digital fluency, intellectual curiosity and innovative problem-solving skills
• Deep understanding of technology enabled service delivery
• Familiarity with analytical software and identifying trends

Social & Emotional Skills

• Strong written communication skills, with the ability to develop technical business correspondence
• Service mindset
• Negotiation and sales experience in a service industry
• Intercultural aptitude and global business curiosity

What Sirva Offers

• Competitive salary and incentive plans
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development
• Ambitious, motivated, and internationally experienced colleagues

Sirva Worldwide, Inc. provides HR and mobility professionals with the resources, guidance, and support they need to achieve the best possible relocation for talent, and for the companies that move them. As a leading global relocation management and moving services company, we bring together personalized program solutions, expansive global reach, innovative technology, and an unmatched supply chain to transform businesses of any size and empower talent moving to their next opportunity. From corporate relocation and household goods to home sale and commercial moving and storage, our portfolio of brands (including Sirva, Allied, northAmerican, Global Van Lines, Alliance, Sirva Mortgage and SMARTBOX) provide everything needed to move talent and deliver experience.

At Sirva, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.

Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories.
It is also Sirva's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions. The Federal EEO Law Poster may be found at .
If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at and let us know the nature of your request and your contact information.