ABOUT GEEK UP

GEEK Up is a Trusted Product Partner collaborating with Digital Innovators to craft pioneering digital solutions. We specialize in end-to-end product development, from strategic consulting to building dedicated product teams, with a steadfast focus on creating impactful products. Our core belief lies in the power of the Product Mindset and Agile Adaptation within a Co-Creation Partnership Model.

At GEEK Up, every collaboration is built on transparency, empathy-driven design, and continuous innovation. We take pride in fostering a supportive environment where our team and partners work together to turn complex challenges into sustainable digital value.

ABOUT THIS ROLE

The Client Service Director at GEEK Up acts as the ultimate Relationship Anchor who safeguards and expands partnership value across the lifecycle of our engagements. Your primary mandate is to maintain a healthy relationship environment, reduce strategic uncertainty, eliminate operational friction, and orchestrate value-driven growth.

The Client Service Director orchestrates and protects the partnership core across two critical horizons:

The Lead Development Horizon: Maintaining relationship continuity and stability during active deal cycles.
The Post-Deal Horizon: Owning the long-term executive relationship after the contract is signed. You champion client satisfaction, maintain baseline trust, actively identify account expansion and renewal opportunities, and transform successful delivery milestones into powerful advocacy assets.

1. Key Responsibilities

Stakeholder Map Exploration & Architecture: Deeply map and continuously analyze the client's internal organizational matrix. Identify and build rigorous alignment between multi stakeholder to ensure no hidden blockers jeopardize the partnership.
Relationship Ownership & Executive Trust: Serve as the primary, high-touch relation point for client executives post-deal closing. Conduct regular alignment check-ins, maintain transparent communications, and proactively manage client sentiment to protect baseline partnership health.
Cross-Functional Collaboration & Delivery Alignment: Partner actively within the Client Team and Delivery Team. Translate client sensitivities into actionable delivery context while supporting delivery teams to resolve relationship-rooted project friction.
Account Growth & Expansion Orchestration: Systematically detect early business signals, industry shifts, and emerging customer needs to uncover new expansion and renewal opportunities.
Relationship Signal Monitoring & Risk Mitigation: Act as an early-warning radar for relationship vulnerabilities. Formulate rapid intervention strategies with the team to protect partnership continuity.
Artifact Leadership: Secure structural discipline across the relationship pipeline.

2. Key Performance Indicators

Quality of Relationship Environment: Achieve exceptionally high stakeholder engagement stability and client satisfaction metrics. Measured by quick client response times, voluntary introduction of additional internal stakeholders, and frictionless handoffs from pre-deal to post-deal.
Account Expansion & Retention Value: Maximize account retention rates and hit targeted growth benchmarks via expansion opportunities identified, qualified, and funneled back into the Harmonia sales pipeline. Secure recurring business from existing Digital Innovators.
Advocacy & Testimonial Asset Yield: Successfully trigger and capture formal client testimonials and executive reference assets upon major delivery milestones or visible KPI improvements, verifying that delivery has successfully translated into proven market impact.
Relationship Positioning Integrity: Strict adherence to GEEK Up's Golden Rules to resist transactional drift and uphold the co-creation framework.

3. Requirements

Experience: 10+ years of proven track record in Strategic Account Management or Client Relationship Management for Professional Services, specifically handling enterprise accounts with prolonged sales and delivery cycles, complex stakeholder ecosystems, multi-tiered executive alignment.
Trilateral Relationship Thinking: Exceptional capability to operate at the absolute intersection of Business Strategy, Delivery Mechanics, and Human Dynamics (navigating internal corporate politics and multi-tier stakeholder motivations).
Methodology & Mindset: Profound alignment with the Product Mindset, Agile methodologies, and GEEK Up's Co-Creation model. Experienced in navigating highly ambiguous relationship environments during complex, multi-stage sales and delivery cycles.
Facilitation & Alignment Skills: Expert at managing complex stakeholder networks, leading high-stakes alignment discussions, handling client feedback loops, and consulting C-suite stakeholders, Sponsors, and operational Gatekeepers.
Strategic Discretion: Absolute clarity in enforcing interaction rules, protecting GEEK Up's premium positioning boundaries.
Discipline: Exceptionally organized in updating account intelligence, tracking relationship health indices, documenting thorough follow-up notes, and maintaining rigorous artifact hygiene across the entire client journey.