Executive Director, Client Delivery

This position is available Q1 2027

MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

The Executive Director, Client Delivery drives vertical and horizontal customer success for MarketSource’s portfolio across a specific vertical covering thought leadership, deliverable management, and strategic customer programs. The Executive Director develops and executes strategies to scale delivering excellence across our Vertical client portfolio in partnership with Business Development, Solutions (CI/PL), Finance Operations, Marketing and Information Technology to grow our industry portfolio’s revenue and profitability.

The key expectations for this role are providing transformational delivery leadership across a portfolio of customers and play an important role working closely with Vertical Sales Leadership in strategizing customer acquisition and customer expansions. The Executive Director must collaborate and exercise influence both within MarketSource and the customer organization and maintain industry/functional expertise and knowledge of key industry issues and trends impacting the Contact Center/Sales Outsourcing marketplace. Foundationally, drive the most impactful customer experiences through value framework and value realization.

This role will be responsible for leading a team of Client Service Directors and Program Managers with passion and dedication to building a diverse and inclusive team.

Essential Job Functions:

• Directly manage, mentor, and motivate multiple new and experienced CSDs and Program Managers
• Negotiate and manage client commitments and expectations
• Work closely with vertical clients to provide ongoing market feedback, program performance data, and innovative thought leadership to become a trusted advisor to the client, sponsors, and executive leadership
• Anticipate and closely monitor, identify, and solve problems using critical thinking skills, business acumen, available industry information, and professional experience
• Closely monitor program objectives to provide critical performance feedback for team professional growth and development
• Collaborate with internal MarketSource stakeholders to continuously improve program value, maintain fiscal integrity, and comply with Federal, State, and local employment laws and best practices
• Act as a subject matter expert as part of team responsible for growing new and existing businesswith current clients and engage new clients
• Constantly evaluate program/individual performance against expectations and program commitments
• Anticipate client's current and future needs to provide value-add insights and to identify potential growth opportunities
• Develop and implement processes and measures to increase business results/drive performance to meet and/or exceed vertical programs’ goals and objectives 
• Ensure sales, market and competitive information is captured and sharedas appropriate
• Perform regular financial and program reviews with client’s management team and MarketSource leadership
• Negotiate the renewal of Statements of Work (SOW) and/or key performance objectives/indicators (KPIs) with clients/client purchasing departments as applicable
• Provide strategic direction to all assigned program team members, Program Managersand business partners
• Gains a thorough understanding of the technology and processes required to enable the program teams to meet or exceed the program performance requirements

Required Knowledge, Skills, and Abilities:

• Must have a demonstrated track record of success in both sales and sales management across multiple industries, and particularly specific industry knowledge for assigned business grouping
• Must demonstrate the appropriate level of business acumen and savvy in all levels of the work/executive environment
• Must understand the complexities of the supplier/vendor relationship when dealing with medium and large corporations
• Proven experience delivering successful results developing, implementing, and managing sales teams and programs required
• Demonstrated ability to work successfully in ambiguous environments and can quickly adapt to changing priorities, responsibilities, and business needs 
• Demonstrated leadership, drive, coaching and influencing skills required to build, maintain and/or increase team engagement
• Strong understanding of sales engagement technology, coaching tools, 3^rd party data providers, and mapping software required
• Excellent written, oral and presentation skills a must
• Ability to use the Microsoft Office Suite software
• Familiarity with SalesForce.com a plus

Job Requirements:

• Bachelor’s degree or higher in business administration or related field highly desired
• Minimum 7 years of successful sales manager or 3+ years Director level experience preferred
• Direct experience managing direct, indirect, inside, and outside sales teams a plus
• Up to 45% travel may be required
• In office workdays may be required; there will be day(s) designated for working remotely

MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email HR@marketsource.com.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Unincorporated Los Angeles County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Where applicable, in accordance with the Los Angeles County Fair Chance Ordinance for Employers, Candidates must satisfy all pre-employment screening criteria and may be disqualified due to criminal history because the requirements of this position, as outlined above, may include: access to valuable company assets; exercise of good judgment and performance of duties safely under work conditions that may be stressful including under supervision of client; access to sensitive personal or financial information; and/or access to objects that may be used to inflict injury or harm to others.