Director of Client Services

Overview

The role of Tango Leader involves being the sole accountable leader for a strategic customer account, entrusted with the comprehensive management of delivery, client engagement, governance, growth facilitation, and overall success of the client relationship.

Key Responsibilities

• Take full responsibility for the timely and quality delivery of projects and programs within the assigned account.
• Manage the health of the portfolio by addressing risks, resolving escalations, and overseeing dependencies efficiently.
• Drive operational excellence and establish robust delivery governance practices.
• Serve as the chief delivery interface for executive leadership from customer organizations.
• Establish and nurture trusted relationships with stakeholders across business and IT domains.
• Lead governance reviews and steer committee meetings to align objectives and update progress.
• Enhance customer satisfaction and promote the account as a reference point for excellence.
• Collaborate closely with Client Partners and Sales teams to identify and support growth opportunities within the account.
• Support pipeline development, help shape solutions, and assist in pursuit of new deals.
• Monitor key financial metrics such as revenue, margins, utilization, and delivery KPIs to optimize profitability and operational effectiveness.
• Ensure forecasting accuracy and maintain disciplined execution of strategies.
• Lead and mentor delivery managers, architects, project managers, and technical teams, emphasizing succession planning, capability development, and talent retention.
• Govern multiple programs and workstreams, ensuring alignment with strategic priorities and customer goals.
• Champion transformation and innovation initiatives that advance customer objectives.

Essential Skills and Expertise

• Strong leadership and executive stakeholder management capabilities.
• Experience in program and portfolio delivery management with risk and issue mitigation.
• Proven ability in financial governance, including revenue and margin management.
• Account planning, solution support, and client engagement experience.
• In-depth understanding of Data & Analytics, digital transformation, cloud technologies, AI, platform modernization, and enterprise transformation projects.

Success Measures

• Consistent revenue growth and profitability improvement.
• Maintaining delivery margins and achieving high customer satisfaction.
• Avoidance of critical escalations and ensuring delivery predictability.
• Employee retention and development within delivery teams.
• Effective pipeline conversion supporting strategic account expansion.