Managing Director of Client Relationship Management - MSP

Role overview

This is a senior leadership opportunity with an MSP client, focused on client relationship management and regional business ownership. The position is based in the United States, with a hybrid setup in Dallas or Chicago, or fully remote for candidates located in the San Francisco or Los Angeles areas.

The compensation for this role is a base salary of $200,000 to $225,000, plus a strong bonus. The scope includes leadership of a team of roughly 20 people across Client Technology Managers, Onsite Engineers, Systems Specialists, Service Delivery staff, and other client support functions.

This role is highly visible and client-facing. The Managing Director will act as the main executive contact for customers, strengthen long-term relationships, and help clients shape and execute technology roadmaps that support their business goals.

The position carries full P&L ownership for the western region, spanning the west coast through Ohio, and is responsible for operational leadership, strategic direction, planning, and performance against financial and growth targets. The portfolio includes about $30 million in annual revenue across financial services clients.

What you will do

• Set and drive business strategy so it stays aligned with both near-term and long-term goals.
• Advise the board and Chairperson with thoughtful input on market conditions and the organization’s future direction.
• Create and roll out business plans that support efficient operations and market growth.
• Ensure company policies and legal requirements are understood and followed across the organization.
• Build dependable relationships with clients, stakeholders, and regulatory bodies.
• Guide and oversee senior leaders while encouraging strong performance and continuous improvement.
• Assess complex business issues and make clear decisions that support growth and stability.
• Lead regional strategy and operational planning in line with the company’s mission and objectives.
• Identify new opportunities for expansion and future business development.
• Set regional direction to improve growth and profitability while supporting company financial targets.
• Own the region’s full P&L, including budgeting and revenue planning.
• Coach and direct senior management and other reporting leaders.
• Provide regular KPI and milestone updates to executive leadership through reports and presentations.
• Build short- and long-term plans covering headcount, product development, technology roadmaps, operational investments, and profit-plan delivery.
• Track key metrics, client feedback, and direct observations to support data-led decisions.
• Improve productivity by reviewing operational and financial performance and managing budgets effectively.
• Work closely with cross-functional leaders to align priorities and assess strengths, risks, opportunities, and gaps.
• Stay current on market and client trends to anticipate changes and adjust plans accordingly.
• Promote customer satisfaction, high service standards, and continuous improvement to encourage repeat business and loyalty.
• Develop a strong leadership bench and build organizational capability.
• Collaborate effectively across the matrix to establish shared goals and achieve regional outcomes.
• Oversee portfolio feedback and help improve the firm’s solutions.
• Lead continuous improvement initiatives to strengthen cash flow conversion.
• Increase employee engagement and create a culture where team members are accountable for excellent technology and customer service.
• Travel within the region for approximately 25% to 50% of the time to deepen client engagement.

Client relationship focus

You will spend significant time in direct client interactions, including business meetings, dinners, coffee meetings, Quarterly Business Reviews, strategic planning sessions, and escalated issue resolution. You will also partner with clients to ensure their technology direction stays aligned with business needs.

Leadership scope

The role leads a mixed client-service organization and works with both direct and matrixed leadership teams. Success depends on strong executive presence, team development, operational discipline, and the ability to balance client retention with account growth.

Qualifications

• Bachelor’s degree in a related discipline is required; a master’s degree is preferred.
• At least 10 years of progressive experience in MSP or a related industry and support function.
• At least 7 years of management experience, including leading leaders.
• Experience managing financial services clients in the west or midwest is strongly preferred.
• Strong motivation and leadership skills with the ability to build a high-performing team.
• Background in process improvement and performance optimization; Six Sigma certification is an advantage.
• Executive-level presence with proven ability to coach, empower, and recognize others.
• Demonstrated strength in strategic planning, governance, and customer experience leadership.
• Strong relationship-building ability, change leadership, and business acumen.
• Willingness to travel 25% to 50%.

Additional information

This role is intended for a candidate who can take ownership of a large client portfolio, drive retention and expansion, and lead a high-touch service organization. Candidates with background in hedge funds, asset managers, private equity firms, and other financial services clients in the west or midwest will stand out.

Compensation

Base pay for this position is $200,000 to $225,000 per year, plus a strong bonus component.