Managing Director of Client Management - MSP

Overview

A Managed Service Provider (MSP) client is seeking a Managing Director of Client Relationship Management based in either San Francisco or Los Angeles, initially working remotely before transitioning to a hybrid office setting. The role offers a base salary ranging between $200,000 and $225,000 with an additional target bonus of $50,000 to $75,000.

This leadership role involves overseeing a team of approximately 40 professionals including Client Technology Managers, Onsite Engineers, Systems Specialists, Service Delivery staff, and other client support personnel. Extensive client-facing leadership experience of over 7 years, particularly within MSP environments, is essential. Candidates with experience serving financial services clients such as hedge funds, asset managers, and private equity firms in the western or midwestern US regions are highly preferred.

Key Responsibilities

• Lead and guide daily operations and strategic planning across the western region (from the West Coast through Ohio), including full profit and loss accountability.
• Act as the primary executive liaison for clients, cultivating strong relationships through various engagements such as meetings, quarterly business reviews, and strategic planning discussions.
• Drive client retention and growth by managing a portfolio generating around $30 million in annual revenue within financial services.
• Develop and implement business strategies aligned with both short-term and long-term organizational objectives.
• Prepare comprehensive business plans to support growth, cost-effective operations, and market development initiatives.
• Ensure compliance with legal and company policies while fostering trust with clients, stakeholders, and regulatory bodies.
• Supervise senior executives, fostering a culture of excellence and continuous improvement across teams.
• Analyze complex business scenarios to make informed, decisive actions supporting sustainability and expansion.
• Collaborate with cross-functional and matrix leadership teams to meet financial targets and overall company vision.
• Regularly report performance metrics and milestones to executive leadership.
• Oversee organizational planning including headcount, new product development, technology roadmaps, and capital investments.
• Monitor customer feedback and key performance indicators to drive data-informed decision-making.
• Promote customer satisfaction and continuous improvement to enhance loyalty and repeated business.
• Build a strong leadership team, encouraging engagement and accountability within the workforce.
• Travel 25% to 50% within the region to enhance client engagement and support.

Qualifications

• Bachelor’s degree in a relevant field is required; a master’s degree is preferred.
• At least 10 years of progressively responsible experience in MSP or related industries, with a strong background in support functions.
• Proven experience with financial services clients in the western and midwestern regions of the United States is highly desirable.
• Minimum 7 years of managerial experience, including leadership of senior teams.
• Strong leadership and motivational skills to nurture a high-performing team culture.
• Experience with process improvement and performance optimization; Six Sigma certification is advantageous.
• Executive presence with skills in leadership, coaching, empowerment, and recognition.
• Proven strategic decision-making capabilities, including governance related to customer experience and service delivery.
• Outstanding relationship management skills and business acumen, along with the ability to drive change.
• Willingness to travel extensively up to 50% of the time.