[Hiring] Director of Client Experience @Anatomy IT

Role Description

The Director of Client Experience (DCE) at Anatomy IT is responsible for leading and developing the Account Management team to ensure client retention, growth, and satisfaction. This role oversees a small team of Account Managers and owns the operating discipline and performance of the Account Management organization, including:

• Proactive pipeline creation
• Opportunity progression
• Forecast accuracy
• QBR execution
• Client retention
• Operational accountability

The DCE retains select key accounts during the transition period and drives overall team performance in alignment with revenue goals. The role emphasizes proactive client engagement, strategic QBR execution, and real-time pipeline health management.

Qualifications

• Bachelor's degree from an accredited institution
• 5+ years in Account Management, Client Success, or a similar client-facing role, including 2+ years managing people
• Proven success leading and coaching an Account Management or Client Success team to measurable performance outcomes against revenue, retention, growth, and client-experience KPIs
• Strong pipeline management and forecasting: opportunity progression, forecast accuracy, and CRM data discipline
• Ability to establish operating cadences, inspect performance, and correct gaps without executive escalation
• Analytical skills to interpret pipeline, client health, and retention data and turn findings into action, including proactively surfacing client risk and growth opportunities
• Experience leading strategic client reviews/QBRs with executive stakeholders
• Strong written and verbal communication, including proposal presentation, and the composure to handle difficult clients and situations
• Working knowledge of business technology, including network topology and its dependencies
• Willingness to travel to client sites 25–40%

Requirements

• Directly manage, coach, and develop Account Managers through weekly one-on-ones and performance reviews.
• Retain and manage a select group of key accounts during transition (accounts TBD).
• Own weekly pipeline management and forecast accuracy across all Account Managers.
• Ensure stale and past-due opportunities are addressed without requiring escalation.
• Own AM team performance against retention, growth, and revenue targets.
• Hold Account Managers accountable for proactive opportunity creation, opportunity progression, forecast accuracy, and individual attainment.
• Own the QBR program and cadence for Tier 1 and designated strategic accounts.
• Develop and maintain the Account Manager Playbook.
• Assist in creating and implementing a roadmap for healthcare and technical training for Account Managers.
• Own Salesforce data integrity and forecast discipline for the Account Management organization.
• Provide oversight on high-value proposals and retention strategies for key accounts.
• Serve as escalation point for client issues.
• Contribute to revenue attainment by aligning personal and team goals.
• Proactively identify performance, process, or client-management breakdowns and implement corrective action.

Benefits

• This is a unique opportunity to play a pivotal role in driving the success of a growing healthcare-focused Managed IT Services organization.
• If you are passionate about technology, building trusted relationships, and delivering measurable results, we encourage you to apply.