Director of Client Engagement

Join LJI as the Director of Client Engagement and lead our efforts to deliver exceptional client service in the SaaS industry!

Loyalty Juggernaut Inc. (LJI) is a Silicon Valley-based Product Company founded by seasoned professionals with decades of experience in CRM Loyalty and Mobile AdTech with a presence across the USA, India, UAE, Europe, and LATAM. We are a next-generation loyalty and customer engagement solutions enterprise helping brands re-imagine their loyalty initiatives in #theageofdigitalconsumer. GRAVTY®, our Revolutionary Digital Transformation Product, offers cutting-edge loyalty solutions to multinational global enterprises across diverse industries, reaching over 250 million members and 100+ global brands.

Visit www.lji.io to learn more about us.

The OPPORTUNITY

As a Client Engagement Director at LJI, you will be responsible for leading our client engagement initiatives, ensuring exceptional service delivery, and building and maintaining strong relationships with our clients. You will drive value for our clients by aligning their loyalty programs with business objectives, leveraging advanced analytics, and implementing innovative engagement strategies. This role demands a strategic thinker with extensive experience in the SaaS industry, exceptional client service skills, and a proven track record of managing and growing complex client relationships.

You will also take ownership of commercial responsibilities to support Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), and Customer Lifetime Value (CLTV), collaborating closely with sales and finance teams to meet financial targets. As a leader, you will provide strategic direction, foster collaboration, and act as a client advocate within LJI, ensuring client needs are represented in product development and business strategies.

What will you DO:

Client Management

• Client Relationship Building: Lead the client engagement function, working closely with LJI’s global strategic accounts to understand their needs and ensure rapid and effective responses.
• Client Satisfaction: Drive client satisfaction by ensuring alignment with client loyalty program roadmaps, future requirements, and business functionalities.
• Leadership: Act as a focal point of leadership for multiple vertical teams, fostering extensive and fast-paced collaboration across the business.
• Initiatives and Analytics: Lead various client-focused initiatives, utilizing advanced analytics and CRM data to boost response rates and demonstrate compelling Return on Investment (ROI).
• Account Plans: Maintain and enhance active account plans for assigned strategic and key accounts, developed through the embedded vertical team structure.
• Feedback and Improvement: Solicit client feedback regularly and implement changes to enhance client satisfaction and engagement.
• Commercial Responsibility: Take ownership of commercial responsibilities to support Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), and Customer Lifetime Value (CLTV). Develop strategies to increase NRR and ARR through upselling, cross-selling, and renewal initiatives.
• Financial Targets: Collaborate with the sales and finance teams to establish and meet financial targets for client accounts, ensuring alignment with overall business objectives.
• Performance Metrics: Develop and monitor key performance metrics related to client engagement, satisfaction, and commercial performance, providing regular updates to senior leadership.

Strategic Leadership

• Client Value: Provide strategic direction to ensure all client engagements drive value for our customers, focusing on improving business outcomes and maximizing the use of our GRAVTY®
• Client Advocacy: Act as a client advocate within LJI, ensuring that client needs and feedback are consistently represented in product development and business strategy discussions.
• Innovation: Lead the development and implementation of innovative client engagement strategies that enhance the customer experience and drive higher client retention and satisfaction.
• Collaboration: Foster a collaborative environment within the client engagement teams, encouraging open communication and knowledge sharing to ensure best practices are followed and continuously improved.
• Thought Leadership: Position LJI as a thought leader in the industry by participating in conferences, webinars, and other industry events, sharing insights and building the company’s reputation in the SaaS space.

Governance and Process Improvement

• Client Success Framework: Develop and refine the client success framework to ensure consistent and high-quality service delivery, focusing on proactive client management and continuous improvement.
• Client Journey Mapping: Implement and oversee client journey mapping to identify touchpoints and opportunities for enhancing the client experience and increasing client satisfaction.
• Service Delivery Excellence: Ensure excellence in service delivery by establishing and maintaining robust processes, standards, and best practices that align with the needs of B2B SaaS clients.
• Client Feedback Loop: Establish a robust client feedback loop to capture and act on client insights, ensuring that feedback is integrated into service delivery improvements and product development.
• Cross-Functional Collaboration: Work closely with sales, marketing, product, and engineering teams to ensure alignment and seamless execution of client engagement strategies and initiatives.
• Risk Management: Identify and mitigate risks related to client engagement and service delivery, ensuring proactive issue resolution and maintaining high levels of client satisfaction.

You will be a GREAT FIT if you have:

• A Bachelor’s degree in Engineering, Business, or a related field; MBA preferred.
• 15+ years of experience in client engagement or client services roles, with a significant portion in the SaaS industry.
• Proven track record of managing and growing complex client relationships in a SaaS environment, with a focus on driving value through strategic engagement.
• Extensive experience with commercial responsibilities, including supporting Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), and Customer Lifetime Value (CLTV).
• In-depth knowledge of best practices in client services and customer success, including client journey mapping and feedback integration.
• Outstanding client-facing skills, including exceptional verbal and written communication abilities.
• Strong strategic leadership skills, with the ability to foster collaboration and drive innovative client engagement strategies.
• Strong commercial acumen and the ability to travel globally as needed.

Why should you consider US?

• Growth opportunities with a fast-growing company with a global presence and recognition.
• Work with industry leaders from LJI on large, complex transformation programs.
• Be empowered to make a significant impact in a company dedicated to re-imagining loyalty initiatives in the digital age.