Director of Client Program Management

Job Overview:

 The Director of Client Program Management leads and scales client success initiatives as a key member of the leadership team. This role oversees the Client Programs team, ensuring exceptional satisfaction and retention among clients. The ideal candidate has a proven history of shaping client success strategies, mentoring high-performing teams, and driving business growth through strong client relationships and effective program delivery.

Responsibilities

- Develop and continually refine the overall strategy for Client Programs, ensuring alignment with organizational goals.

- Set and monitor key performance indicators (KPIs) focused on client satisfaction, retention, and expansion, driving continuous improvement throughout the organization.

- Anticipate potential client challenges and implement proactive risk mitigation strategies.

- Ensure swift and effective resolution of escalated client issues, reinforcing trust and credibility.

- Lead initiatives that leverage new methods, tools, and processes to improve client satisfaction and program efficiency.

- Provide leadership, guidance, and support to the Client programs team, including managers and other senior-level contributors.

- Oversee the design, rollout, and maintenance of comprehensive Client programs to drive high quality and timely delivery of services, Client success and satisfaction, and expanding client relationships.

- Collaborate closely with cross-functional partners to optimize Client journeys and ensure seamless program delivery.

- Build and maintain management-level relationships with key clients, acting as a trusted advisor and escalation point for complex challenges.

- Conduct regular management business reviews, ensuring alignment on goals, success metrics, and future opportunities.

- Manage departmental budgets, allocate resources effectively, and ensure the team is poised to execute on strategic priorities.

- Evaluate resource needs and forecast demand to maintain world-class support for current and future Client programs.

- Establish robust frameworks for capturing Client feedback and monitoring program effectiveness.

- Use insights to drive enhancements in Client onboarding, service policies, and product usage while providing data-driven updates to executive leadership.

- Partner with internal teams to identify upselling and cross-selling opportunities, ensuring that revenue growth and Client success go hand in hand.

- Develop strategies to improve contract renewals, boost net promoter scores, and foster long-term Client loyalty.

Qualifications:

- Bachelor’s degree in Business, or a related field

- 8+ years of experience in Client success, program management, or related functions, with at least 3 years in a leadership or manager-level capacity.

- Proven ability to build and inspire high-performing teams, fostering a collaborative and goal-oriented environment.

- Exceptional communication and presentation skills, capable of influencing stakeholders at all levels.

- Strong strategic mindset with a demonstrated ability to translate high-level objectives into actionable plans.

- Adept at analyzing data, identifying trends, and implementing programs that drive impactful results.

- Ability to resolve conflicts, manage complex projects, and lead change across diverse groups.

- Deep passion for Client success and a commitment to delivering an outstanding Client journey.

- Experience designing and implementing scalable processes that promote positive Client outcomes and loyalty.

- Proficiency with software tools, including Microsoft Excel, PowerPoint, Outlook, OneNote, etc, required to complete all tasks and responsibilities effectively.

- Process driven with meticulous attention to detail.

Preferred Skills:

- Certification in client success or program management (e.g., Certified Client Success Manager, PMP).

- Demonstrates functional knowledge and understanding of electric and gas commodity products, RTO and utility programs, renewable and sustainability offerings, behind the meter technology, energy data analytics, vendor capabilities, etc.