Director, Client Partner

Role overview

The Director, Client Partner is the senior relationship and growth leader for a portfolio of enterprise accounts generating roughly $10M+ in revenue. Reporting to the VP of Client Experience, this person sets account direction, deepens executive relationships, keeps delivery and client goals aligned, and protects both profitability and account health.

Zaelab is a private-equity-backed digital consulting firm that supports enterprise manufacturers, distributors, and industrial businesses as they modernize sales, service, and operations. Its work spans commerce, CPQ, customer service, workflow automation, and enterprise platforms such as commercetools, SAP, ServiceNow, and BigCommerce.

This is a senior, non-development role. The company is looking for someone who is already operating, or has very recently operated, at the level of managing a portfolio of similar scale and complexity within consulting or professional services.

Portfolio revenue and growth

• Own the performance of a portfolio of enterprise accounts worth more than $10M in annual revenue.
• Create and run account expansion plans tied to client priorities and Zaelab’s longer-term business objectives.
• Set annual revenue goals and keep forecasting, pipeline coverage, and reporting accurate.
• Pursue and close growth opportunities such as retainers, new statements of work, change requests, and larger multi-stage transformation programs.
• Maintain account growth plans that include priority pursuits, stakeholder mapping, relationship expansion, operational improvements, risk controls, and thought-leadership activities.
• Work with delivery leaders to protect margins, identify risks early, and support steady account expansion.
• Remain accountable for profitability, renewals, and the overall condition of the portfolio.

Client leadership and relationship management

• Act as the executive contact for the portfolio and regularly engage with VP, SVP, and C-suite stakeholders.
• Build trusted-advisor relationships that position the company as a long-term strategic partner.
• Lead quarterly business reviews, executive steering meetings, and annual planning sessions.
• Shape multi-year digital roadmaps that are anchored in business outcomes, not technology alone.
• Serve as the main escalation point for client issues and resolve concerns before they affect the wider relationship.
• Make sure client goals are clearly understood and consistently reflected across all delivery teams.

Strategic account management

• Convert client business problems into consulting, technology, and transformation opportunities.
• Link technology investment to measurable outcomes such as revenue growth, efficiency, customer enablement, and cost reduction.
• Prepare executive-level business cases, strategic recommendations, and modernization roadmaps.
• Use the company’s full service offering to create value beyond the current engagement.
• Keep a healthy pipeline of strategic opportunities that drive organic growth across the portfolio.
• Bring a strong understanding of enterprise B2B digital ecosystems and current market shifts.

Collaboration and leadership

• Work closely with delivery, solutions, business development, marketing, and executive teams to align account plans and growth priorities.
• Coordinate across levels of the organization to ensure successful client execution.
• Contribute to go-to-market planning for manufacturing, distribution, and industrial sectors.
• Take part in hiring, mentoring, and developing future client-facing leaders.
• Help expand and mature the Client Services function as the company grows.

Requirements

• At least 8 years of experience in management consulting, digital consulting, systems integration, or technology professional services.
• Current or very recent ownership of a named account portfolio with individual revenue responsibility in the $10M-$20M+ range.
• Clear success in growing accounts, including expansion revenue, new SOW development, and multi-year program growth.
• Hands-on experience selling and delivering to B2B commerce, manufacturing, distribution, or industrial clients.
• Confidence in difficult senior-level conversations involving scope, performance, and cost.
• Additional advantage: familiarity with commerce platforms such as commercetools, SFCC, Shopify, or SAP Commerce, or ServiceNow solutions such as CSM, FSM, CPQ, ITSM, or Order Management.
• Additional advantage: existing relationships with VP- and C-suite buyers in manufacturing or distribution.

Benefits and workplace information

• Unlimited vacation or PTO.
• Full health benefits.
• 401(k) fixed percentage plan for USA employees and RRSP for Canada.
• Fully remote, distributed teams.
• Paid parental leave.
• Ongoing training and education opportunities.
• Culture with little bureaucracy and a strong focus on responsibilities over titles.

Equal opportunity and accommodation

Zaelab encourages applicants who may not match every listed requirement to still apply. The company notes that certain groups, including women and people of colour, are less likely to apply unless they meet every criterion, and it wants to support a more inclusive hiring process. The organization is committed to building an accessible environment where employees feel respected, valued, and supported.

Zaelab is an equal-opportunity employer and provides accommodations as needed. If you require accommodation, the company will work with you to meet your needs. New USA hires are verified using Certn for identity and employment eligibility.

Your information will be handled carefully and used only for recruitment purposes.