Head of Client Services

A senior level thinker, motivator, influencer, and consensus builder who can also get into the details, the Head of Client Services is responsible for cultivating profitable, healthy client relationships while building Stable Kernel’s visibility, reputation and depth with clients and prospects. You will be a true Player/Coach as you build our Client Services practice by evaluating and growing your team of Directors of Client Services.  You will lead this team as they develop long-term partnerships with clients by adding strategic value including crafting business development stories, strategic pitch management, RFP response plans, SOW documentation and day-to-day account management.

General Requirements:

• 10+ years of experience in an account management role for an agency or professional services environment, responsible for account growth (incremental volume), new product or solution introduction into the account, and delivering on upsell or cross-sell opportunities.
• Excellent relationship building and strategy prowess – the ability to speak with executives at fortune 100 clients, understand their business and project goals and quickly assess and shape their needs for an integrated agency response.
• Demonstrated ability to lead client engagements and to be a key influencer; previous accountability for peer-level client relationships at the VP, SVP and C-level.
• Proven management and leadership abilities – you coach and develop talent, inspire and drive change and relish bringing varied groups together to collaborate effectively.
• History managing client portfolio with cumulative annual client revenues of $2M+ and a track record of growth within those clients.
• A curiosity for new technologies relative to Stable Kernel solutions offerings, and a passion for staying current with trends that affect the custom software ecosystem.

Key Responsibilities:

• Oversee and steward three to four of our top 10 client relationships
• Role will maintain an in-office presence in a hybrid (Work From Near) capacity with regular in-person engagements for both client and internal Stable Kernel teams.  
• Identify opportunities to grow accounts by strategically expanding existing programs and recognizing potential for new relationships and projects within client organizations.
• You are an objectives-led executive that can determine a client’s need for a plethora of software solutions, define those needs, help a client prioritize goals, audiences and channels to brief a team, and be a trusted counsel to those clients.
• Lean on your deep client services experience to provide effective decision-making on complex issues of scope, design, architecture, and process.  
• Manage cross-functional internal project teams across creative, technology and project management, coordinating with key departmental stakeholders during planning phases to ensure alignment and guiding team throughout execution.
• Partner with Engineering Directors and Architects to lead multidisciplinary project teams from inception to delivery.
• Create detailed project briefs, scopes of work and other high-level planning documentation to carefully communicate client goals and agency responsibilities to internal teams.
• Consult with project managers to ensure timely completion of client deliverables and proactively communicate with clients to set and manage expectations.
• Closely monitor agency efforts against individual projects and at account level to ensure revenue goals are being met and projects are being run efficiently.
• Grow and manage a Directors of Client Services team to:
• Ensure every team member is aligned to Stable Kernel’s mission, values, and imperatives and that they understand the SK Team functions as one
• Establish team and individual-level roles, responsibilities, and expectations, holding them accountable to performance standards and supporting their growth journey.
• Establish a strengths-based approach to individual and team success
• Encourage collaboration, meaningful conflict resolution, team building, and cross-company connection
• Be a liaison between leadership and your reports, sharing important information in both directions

• Health, vision and dental plans at 100% personal coverage
• 401k with above-average company matching 
• Group Life and Short Term Disability Insurance at no cost to employee
• Optional Flexible Spending Account and Dependent Care Flexible Spending Account participation
• $3000 annual industry educational budget 
• Paid time off and paid holidays (including a floating holiday)

*Note – We are not sponsoring employment visas at this time. If you are currently in possession of an employment visa, it will need to be effective for at least 3 years from the date of your application for your candidacy for employment to be considered.

Stable Kernel’s culture is inclusive and expansive. We celebrate diversity in its many glorious forms and do not discriminate on the basis of race, religion, color, national origin, gender role orientation, sexual orientation, age, marital status, veteran status, or disability status. However, we will discriminate against those unwilling to comply with the practice of our company values:

• We work with integrity always
• We respect our work and each other
• We are dedicated to life-long learning and sharing
• We stay hungry for new challenges

If you are like-minded in this regard, we hope you will apply. We look forward to meeting you!