Senior Director, Client Engagement

Company Description

Hitachi Solutions is a global Microsoft solutions integrator passionate about developing and delivering industry-focused solutions that support our clients to deliver on their business transformation goals. Our industry focus, expertise, and intellectual property is what truly sets us apart. We have earned, and continue to maintain, a strategic relationship with Microsoft. Recognized for our achievements - teaming with our clients to deliver innovative digital solutions and services - is how we have achieved year after year recognition.

As their trusted advisor, we support our clients to deliver on their strategic business initiatives as they unify, automate, and modernize their data and operations to increase efficiency, reduce costs, and enhance their customer’s experience. Our over 3,000 team members across 14 countries, and our 18 years of 100% focus on Microsoft technologies and business applications, is how we deliver excellence through expert services and industry-focused cloud solutions.

A part of Hitachi, Ltd., our company has a long and rich history of innovation, financial strength, and international presence of one of the world’s largest companies. Since 1910, Hitachi, Ltd. has been a leader in manufacturing innovative products and solutions that support industry and social infrastructure around the globe supported by 303,000 employees in over 100 countries and across 864 companies.

Hitachi Solutions is a global Microsoft solutions integrator passionate about developing and delivering industry-focused solutions that support our clients to deliver on their business transformation goals. Our leadership in Global Dynamics 365 Field Service and Manufacturing is what truly sets us apart and enables us to maintain a strategic relationship with Microsoft.
 

Strategic Imperative

The Senior Director, Client Engagement is exclusively focused on the partnership between our Clients and Hitachi Solutions teams across Sales and Delivery to ensure mutual success. The Senior Director, Client Engagement will successfully manage our Client relationships, acting as their advocate and trusted advisor while providing a single point of accountability for Hitachi Solutions’ engagement.

Key Responsibilities:

• Envisions, develops, and delivers transformative opportunities with the client by establishing a deep understanding of customer and business needs including their overall strategic goals and objectives. Effectively draws on internal assets (e.g., account team, business capabilities) to help to bring the best original and most relevant ideas to the customer. Works with the client to build an understanding of pain points and creates a plan to resolve them by implementing digital transformations.
• Provides leadership and oversight to execute a plan that delivers quality solutions for the largest strategic accounts. Identifies and implements the correct governance/delivery operating model. Utilizes appropriate metrics for tracking customer satisfaction and puts feedback mechanisms in place to track solution success. Monitors solution roll-out, making adjustments/escalates when necessary, and drives systemic improvements based on feedback mechanisms.
• Drives value for client through solution delivery while driving incremental consulting revenue through land and expand opportunities. Drives opportunity identification and delivers on the financial commitments of the Operating Model and KPIs including billed revenue, project/portfolio gross margin (GM) and customer satisfaction (CSAT) ratings, partnering with Area Consulting Leaders to establish controls to meet profit and loss (P&L) accountabilities.
• Utilizes solution delivery expertise and knowledge of customer industries (e.g., manufacturing, financial services) to drive innovation. Establishes self as a trusted advisor to executive decision makers, identifying and investing in relationships with executive decision makers. Facilitates collaboration and synergy with other experts or internal departments to optimize delivery results. Identifies executive decision makers that can facilitate transformation.
• Serves as the single point of accountability for customer satisfaction for solutions and internal Key Performance Indicators (KPIs). Develops strategic account plan in conjunction with Sales and Go To Market (GTM) Team in support of quarterly business reviews (QBRs). Communicates transparently with the customer in order to avoid or resolve issues in solution rollout.
• Effectively identifies new opportunities and workloads to drive incremental value for clients. Partner across the Hitachi Solutions organization to bring in needed expertise to support client and is responsible for driving forward contracts process (e.g. SOW, CO) for clients.

Qualifications

• Bachelor's Degree in Engineering, Information Technology, Business, or related field and 10+ years solution delivery, customer-facing consulting, or digital transformation experience or equivalent experience. 6+ years leadership experience in a matrixed environment with proven experience managing long term client relationships (3+ major client accounts simultaneously) and successfully expanding accounts over time.
• Proven success leading projects with budgets exceeding 5-7 Million dollars and leading project teams of 30+ resources in a matrixed environment.
• Proven experience successfully implementing multiple technologies within the Microsoft (or competitor Cloud) ecosystem, including some/all of the following: D365FO, D365CE, Azure (Infrastructure, Custom Dev, IoT, Advanced Analytics, Artificial Intelligence), UX/UI, DevOps, Mobile and Portals

• Ability to develop project proposals, comprehensive project budgets, and plans and to contribute extensively through entire engagement lifecycle from sales to delivery. This also includes being accountable for contracts such as SOW, COs etc.
• Preferred Qualifications
  • 15+ years relevant work experience within client industry (Hitachi primary industries: Manufacturing, HLS, Consumer Services, Industrial Services and/or Financial Services).
  • 15+ years relevant work experience in solution delivery.
  • 8+ years relevant experience in financial management (e.g. profit and loss).

• Competencies
  • Continuous Learning.
  • Impact and Influence.
  • Client Focus.
  • Strategic Thinking.
  • Adaptability.

#REMOTE

#LI - JH1

Base Salary Pay Range*: $170k - $260k

*The current applicable Base Salary Pay Range for this role is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills relevant to the role, internal equity, alignment with market data, or other law.   

We are an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Other Compensation / Benefit Overview 

In addition to Base Salary, the successful candidate may be eligible to participate in the following plans / programs, upon satisfying all hiring requirements:  

• Bonus Plan 

• Medical, Dental and Vision Coverage 

• Life Insurance and Disability Programs 

• Retirement Savings with Company Match  

• Paid Time Off  

• Flexible Work Arrangements including Remote Work  

Beware of scams

Our recruiting team may communicate with candidates via our @hitachisolutions.com domain email address and/or via our SmartRecruiters (Applicant Tracking System) [email protected] domain email address regarding your application and interview requests.  

All offers will originate from our @hitachisolutions.com domain email address. If you receive an offer or information from someone purporting to be an employee of Hitachi Solutions from any other domain, it may not be legitimate.