Director – Client Success (Retail Industry)
Remote
Full Time
Experienced
Job Title: Director – Client Success
Location: Remote, United States
Travel: 25–30% based on client needs
About SkillNet Solutions
SkillNet Solutions, Inc. is a leader in modern commerce, delivering consulting, AI solutions, and technology services to enterprises undergoing digital transformation. By implementing cloud and SaaS applications, SkillNet helps clients adapt to evolving consumer behaviors and build seamless client journeys across B2B, B2C, and B2B2C models.
Since 1996, SkillNet has partnered with industry leaders such as Oracle, Salesforce, AWS, and others to accelerate agility, modernize operations, and elevate digital and in-store experiences. With solutions delivered across 63 countries for global brands including Disney, lululemon athletica, and PayPal, SkillNet continues to redefine what’s possible in retail transformation.
Position Summary
We are seeking a strategic, relationship-driven Director of Client Success to lead enterprise retail accounts and ensure clients realize maximum value from SkillNet’s solutions. This role focuses on expanding existing accounts (“farming”), driving measurable business outcomes, and steering multi-phase transformation initiatives across digital, in-store, and omnichannel operations.
The ideal candidate brings deep retail expertise, strong commercial acumen, and the ability to build long-term executive relationships while orchestrating high-impact programs.
Key Responsibilities
Client Success & Strategic Advisory
Location: Remote, United States
Travel: 25–30% based on client needs
About SkillNet Solutions
SkillNet Solutions, Inc. is a leader in modern commerce, delivering consulting, AI solutions, and technology services to enterprises undergoing digital transformation. By implementing cloud and SaaS applications, SkillNet helps clients adapt to evolving consumer behaviors and build seamless client journeys across B2B, B2C, and B2B2C models.
Since 1996, SkillNet has partnered with industry leaders such as Oracle, Salesforce, AWS, and others to accelerate agility, modernize operations, and elevate digital and in-store experiences. With solutions delivered across 63 countries for global brands including Disney, lululemon athletica, and PayPal, SkillNet continues to redefine what’s possible in retail transformation.
Position Summary
We are seeking a strategic, relationship-driven Director of Client Success to lead enterprise retail accounts and ensure clients realize maximum value from SkillNet’s solutions. This role focuses on expanding existing accounts (“farming”), driving measurable business outcomes, and steering multi-phase transformation initiatives across digital, in-store, and omnichannel operations.
The ideal candidate brings deep retail expertise, strong commercial acumen, and the ability to build long-term executive relationships while orchestrating high-impact programs.
Key Responsibilities
Client Success & Strategic Advisory
- Serve as the trusted advisor to enterprise retail clients, ensuring alignment between their business objectives and SkillNet’s digital transformation solutions.
- Lead business transformation initiatives that improve operational efficiency, client engagement, and profitability.
- Develop and execute strategic account plans centered on client value, retention, and revenue expansion.
- Own account-level KPIs including:
- Upsell and cross-sell targets
- On-time delivery for non-SDLC project engagements
- Account health and client satisfaction metrics
- Identify, qualify, and drive expansion opportunities across client experience, cloud modernization, eCommerce, POS, OMS, ERP, CRM, payments, inventory, and other retail domains.
- Partner closely with Solutioning/Pre-Sales teams to develop compelling pitches, proposals, and value narratives that support account growth.
- Oversee end-to-end delivery for multi-phase enterprise programs, ensuring timelines, budgets, and KPIs are met.
- Use data-driven insights to monitor performance, forecast opportunities, and guide strategic decision-making.
- Coordinate cross-functional teams across product, engineering, delivery, and operations to ensure seamless execution.
- Build and strengthen relationships across C-suite, business, and IT leadership levels.
- Provide strategic guidance on cloud adoption, hybrid architectures, global expansion, and retail modernization roadmaps.
- Represent SkillNet in executive steering committees and business review sessions.
- Lead financial planning and forecasting across all assigned accounts.
- Ensure optimal resource allocation and utilization across engagements.
- Promote collaboration, transparency, and continuous improvement across internal teams.
- 10+ years in Client Success, Strategic Account Management, or Business Transformation—preferably in retail or consumer goods.
- Proven track record of growing enterprise accounts (upsell/cross-sell) through consultative engagement.
- Strong understanding of retail technologies: eCommerce, POS, OMS, ERP, CRM, payments, inventory, and unified commerce systems.
- Demonstrated success leading large-scale transformation programs and IT strategy initiatives.
- Expertise in financial management including budgeting, forecasting, and P&L impact.
- Experience with cloud and hybrid-cloud environments.
- Bachelor’s degree in Business, Technology, or related field (MBA preferred).
- Client Success & Strategic Account Management
- Business Transformation Leadership
- Retail Technology & Unified Commerce Expertise
- Account Growth & Upsell Strategy
- Product Road-Mapping & IT Strategy
- Program & Project Delivery
- Cloud / Hybrid Cloud Adoption
- Data-Driven Decision Making
- Stakeholder & Executive Management
- Solutioning & Pitch Development
- Communication & Creative Problem Solving
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