Director, CX GTM Leader

Job Summary:

The Director oversees the design, planning, development, and execution of go-to-market strategies for the Client Experience Department. The Director supports delivery teams in packaging and delivering Client Experience services.

The Client Experience practice includes professionals that specialize in; Change Management, Project and Program Management, Business Analysis and Business Consulting, and Quality Assurance. Client Experience leads projects that are highly aligned with its skillsets, and it provides resources to provide those skills to BDO Digital projects led by other go-to-market teams and practices. The go-to-market role includes participating in Client Experience go-to-market efforts and representing these offerings in broader BDO Digital go-to-market strategies.

In this role, the Director is charged with collaborating with practice leadership, Digital go-market-leadership, and Digital and BDO National sales teams to define go-to-market strategy, to participate on specific sales pursuits, and to enable delivery teams with highly effective project hand off and support throughout the delivery process.

Job Duties:

Go-to-Market Leadership:

• Collaborates with Principals and Managing Directors in developing go-to-market strategy
• Collaborates with Principals and Managing Directors in identifying, pursuing, and winning new business opportunities
• Collaborates with pitch team in responding to new business inquiries
• Cross-sells other BDO services (forensics, corporate finance, valuation, tax, due diligence, litigation, assurance, etc.)
• Assists with the expansion of service offerings for the Client Experience department
• Identifies new business opportunities to expand Client Experience practice, and communicates such opportunities to peers and practice leadership
• Works closely with practice leadership to manage marketing and business development activities within practice
• Oversees development of draft proposals and reports, and completes research, when needed
• Collaborates with Client Experience leaders, as well as other practice leaders, to service clients and expand BDO's presence in the marketplace to bring the best solutions to our clients and prospects

Engagement Project Leadership:

• Drives professional, exceptional, high quality client service
• Oversees, guides and mentors managers and staff on professional client service delivery excellence
• Takes lead role in preparing and executing BDO engagement strategy as project leader in consultation with engagement partner/managing director
• Serves as a high-level contact for clients regarding all questions and information, including progress, challenges encountered, and issues identified
• Ensures the development of efficient and effective project plans and project controls
• Evaluates and recommends alternative courses of action and potential solutions to achieve the best results for client
• Ensures client service team appropriately analyzes client's performance through financial results, KPIs and market growth
• Ensures the client service team provides exceptional client service, and develops advanced level deliverables and/or solutions to client issues and opportunities
• Participates in developing engagement budgets, and identifies opportunities to improve engagement efficiencies, where possible
• Monitors client engagements and underlying economics to ensure engagement metrics are achieved
• Identifies and informs managers and staff to utilize all available research aids (as practical), including databases and trade publications, to develop understanding of client's industry
• Identifies, grows, and maintains strategic relationships with client personnel, including members of client management
• Prepares formal and informal presentations for client meetings for status and reporting purposes
• Fosters a positive demeanor, learning attitude and client service mentality with managers, seniors and staff
• Ability to travel as needed
• Other duties as required

Client Management:

• Acts as a high-level contact for clients regarding all questions and information, including progress, challenges encountered, and issues identified

Supervisory Responsibilities:

• Participates in evaluation of the performance of Client Experience members, and assists in the development of goals and objectives to enhance professional development
• Directly supervises assigned staff members as a leader in the department.
• Delivers periodic performance feedback, and completes performance evaluations for staff being managed.
• Acts as mentor to Client Experienced personnel as appropriate
• Acts as a leader, and projects a professional, positive attitude toward client and firm personnel

Qualifications, Knowledge, Skills, and Abilities:

Education:

• Bachelor's Degree, required; focus in IT, IT management, Marketing, Accounting, Finance, preferred
• Master's degree in business administration, preferred

Experience:

• Ten (10) or more years of professional experience in delivering comprehensive pre/post and go-to-market client experience technology, required
• Eight (8) or more years of experience building and managing pipelines as well as securing new business, required
• Five (5) or more years of client facing consulting experience, required
• Experience in leading C- Level client market strategy and successfully managing multiple client pursuits and proposal efforts, required
• Organizational Change Management experience, preferred
• Software project/program management experience, preferred

License/Certifications:

• PMP certification, preferred
• Relevant Change management certification - Prosci, Kotter, etc., preferred

Software:

• Proficient in Microsoft Office Suite, required
• Experience with project management tools, Azure DevOps, Jira, or Microsoft Project, etc, required
• Experience with change management tools, required

Language:

• N/A

Other Knowledge, Skills & Abilities:

• Strong leadership skills, and willingness to mentor staff
• Superior verbal and written communication skills, including presentation and proposal skills
• Strong problem solving and troubleshooting skills, with ability to exercise mature judgment
• Ability to thoughtfully and positively influence, negotiate and manage change
• Ability to develop and maintain a diverse network of referral sources
• Ability to work in a deadline-driven environment, and handle multiple projects simultaneously
• Capable of effectively managing a team of consulting professionals, and delegating work assignments
• Ability to encourage a team environment, and contribute to the professional development of assigned personnel
• Ability to act as primary contact, and provide an executive presence on assigned engagements
• Ability to successfully interact, develop and maintain relationships with professionals at all levels, both internal and external