Client Solutions Lead

Praecipio is Looking for an Client Solutions Lead

Why Praecipio?

We bring it all together – people, processes, and technology – to help businesses thrive. We focus on solving problems and taking action globally at the enterprise level to empower successful Process frameworks, IT Service Management (ITSM), DevOps, Enterprise Service Management (ESM). Our expertise with Atlassian products has earned us Platinum Partner and with that knowledge we architect solutions that enable our clients to stay focused on the work that matters most – solving the biggest problems that exist in the world today. 

The Client Solutions Lead is a pivotal role focused on ensuring exceptional client satisfaction and driving business growth. This individual views accounts from the client’s perspective, develops and manages key relationships, and identifies new opportunities in collaboration with sales. They oversee the quality of delivery, manage risks, and ensure adherence to financial and operational standards while facilitating effective solutions and strategic growth plans. Additionally, they support and develop team members, ensuring a positive experience for both clients and associates through proactive engagement and feedback management.

Requirements

Day-to-Day Responsibilities

• Develop and maintain strong relationships with clients and buyers, understanding their business, culture, and industry trends to ensure alignment with company standards in client satisfaction.
• Collaborate with the sales team to identify and qualify new business opportunities, while managing the risk associated with the client portfolio and serving as the key escalation point for any engagement issues.
• Oversee the quality of service delivery, ensuring client satisfaction and adherence to project plans and budgets, while navigating the client organization to identify areas where additional value can be delivered.
• Manage account financials, including invoicing and overall profitability, while supporting the development and review of Statements of Work (SOWs) to ensure compliance and profitability.
• Work with enterprise sales and client success teams to develop and execute strategic growth plans, facilitate account meetings, and deliver comprehensive solutions that meet client needs.
• Manage engagement quality, mitigate risks and scope creep, and ensure professional growth and positive client experiences for all team members.
• Stay at the cutting edge of process, governance and tech such as Agile, DevOps, ITSM, and AI research and development.
• Foster a culture of continuous improvement and technological excellence.

Requirements for Success

Client Engagement Management

• View the account from the client’s perspective; understand the client’s business, culture, environment, and industry trends while adhering to Praecipio’s standards in client satisfaction.
• Develop and manage client and  buyer relationships.
• Identify and qualify new opportunities, in collaboration with sales.
• Manage the risk of the portfolio of work at the client(s) and operate as the key escalation point for the engagement, involving both internal leadership and clients when necessary.
• Manage the quality of delivery and overall client satisfaction through interactions with the client.
• Provide client facing service delivery oversight while navigating the client organization to understand where Praecipio Consulting can deliver value.
• Deliver profitable account growth per financial plan and budgets.
• Support the development and review of SOW’s ensuring adherence to SOW both internally and with the client.
• Develop a healthy portfolio of projects at the client(s) that include the design and development of project management templates for planning and coordination activities.

Solution Development and Collaboration 

• Collaborate with peers on the enterprise sales and client success teams to develop and execute strategic growth plans, understand relevant offerings and determine applicability to the client
• Champion the engagement approach that includes successfully leading cross-functionally to deliver projects on time and within budget
• Facilitate development of the complete solution for a client 
• Plan, schedule and facilitate account meetings with Account Managers to not only deliver initial Statement of Work (SOW) but set up growth opportunities
• Facilitate account orientation/onboarding and education to share client specific knowledge
• Understand and ensure compliance with business operating standards; contracting, billing, collections, financial health
• Manage account financial information (Invoicing, A/R, overall account profitability)

Engagement Oversight, Quality Management and People Development

• Effectively on-board new consultants to the account
• Build a positive experience for the consultants on the client engagement
• Ensure quality of delivery and mitigate client risk in collaboration with the Account Managers as necessary
• Manage risk and scope creep on each engagement while navigating change orders that impact the current SOW by communicating with the Account Managers
• Gather client feedback and determine actions resulting from client facing service delivery check ins
• Support each associate with their professional growth and improvement opportunities
• Provide associate and peer support, review and feedback for each engagement
• A high degree of comfort exercising leadership and initiative

Basic Qualifications 

• Minimum of 5 years driving sales and growing strategic accounts in SaaS products
• Minimum of 5 years managing large-scale transformation projects from conception through execution.
• Minimum of 2 years experience in setting a strategic technology vision and executing it to align with organizational goals and delivering successful outcomes.
• Minimum 1 year of hands on experience with the Atlassian product suite

Benefits

Salary

$160,000-$175,000 USD base salary depending on location and experience.

Location

Remote in the US

Praecipio Consulting is an equal opportunity employer and will consider all qualified applicants without unlawful discrimination based on race, color, creed, national origin, sex, age, disability, marital status, sexual orientation or citizenship status.Praecipio complies with applicable federal, state, and local laws governing nondiscrimination in employment.