Project Management Director

Key Responsibilities:

Client Relationship and Project Leadership

• Serve as the primary relationship owner for assigned clients and maintain a professional, trusted, and responsive partnership.
• Lead client onboarding and confirm scope, objectives, deliverables, responsibilities, timelines, communication channels, and success criteria.
• Translate client requirements into clear project priorities and coordinate execution with the appropriate internal teams.
• Conduct scheduled check-ins, progress reviews, and account reviews; document decisions, actions, owners, due dates, and unresolved items.
• Arrange client visits when required and in coordination with the Managing Director, CSD.

2. Delivery Governance and Issue Resolution

• Monitor project progress, service quality, dependencies, and client commitments; identify risks early and initiate corrective action.
• Coordinate cross-functional teams to resolve client concerns promptly, communicate recovery plans, and verify closure with the client.
• Escalate material delivery, commercial, reputational, or relationship risks to the Managing Director, CSD, with recommended actions.
• Maintain clear records of project status, decisions, risks, issues, changes, and client communications in approved systems.

3. Customer Success, Retention, and Growth

• Understand each client's business objectives, operating needs, expectations, and measures of success.
• Develop account retention and renewal plans, including relationship actions, service-improvement priorities, and renewal timelines.
• Identify appropriate upsell and cross-sell opportunities based on demonstrated client needs and coordinate proposals with authorized teams.
• Act as the client's advocate by communicating feedback, recurring concerns, and improvement opportunities to management and relevant teams.
• Support the design and implementation of initiatives that improve the end-to-end customer experience.

4. Resource and Operational Oversight

• Coordinate the allocation of personnel, materials, equipment, supplies, and other resources required for project and client commitments.
• Monitor procurement status, availability, allocation, utilization, and inventory of project-related resources.
• Identify resource constraints or potential shortages and escalate them early with practical mitigation options.
• Promote efficient use of company resources and compliance with approved procurement, inventory, and operating controls.

5. Commercial Coordination and Collections Support

• Track contract milestones, renewals, client commitments, and commercial actions in coordination with the Managing Director, CSD, and authorized teams.
• Coordinate with Finance/Accounts on aging receivables, client follow-ups, and collection actions while maintaining the client relationship.
• Do not amend pricing, payment terms, scope, or other contractual commitments without the required company approval.
• Renewal and upsell contracts successfully signed may qualify for a .5% commission and a 5% commission upon complete collection, subject to the company's approved commission policy, validation, and written authorization.

6. Reporting and Continuous Improvement

• Maintain complete and current client, project, opportunity, renewal, and interaction records in the approved CRM and project systems.
• Prepare regular management updates covering project status, client health, satisfaction, risks, retention, renewals, growth opportunities, resource use, and collections support.
• Gather and analyze client feedback to recommend improvements to products, services, processes, controls, and communication practices.
• Perform other related responsibilities assigned by the Managing Director, CSD, that are consistent with the purpose and level of the role.