Director, Client First, North America


About us

At Aptitude Software we provide software solutions that create a world of financial confidence.

We uniquely combine deep finance expertise and IP rich technology to enable finance professionals to run their global businesses, forecast decision outcomes and comply with complex regulations.

We are proud to have served the offices of finance for over 20 years, delivering financial control and insights to empower our clients achieve their strategies and ambitions. Aptitude Software supports businesses with combined revenues approaching $1 trillion and over 500 million end customers.

We have experienced incredible growth over the last few years and we are excited to further grow our team with smart, motivated, passionate people who share our three core values – being one think ahead, being the guru and being the difference. We are proud of the team we’re building, and believe diverse experiences and perspectives build stronger teams and better solutions.

Headquartered in London, Aptitude Software is an operating company of Aptitude Software Group plc.

What you'll do

The Director, Client First North America (‘NA’) will have responsibility for the provision of post go-live services to our clients, whether in Product Support or our rapidly expanding Solution Management Services which ensures our solutions continue to meet evolving client needs. In this role you will be focused predominantly on Aptitude’s North American client base but must also provide support of the global client base in a follow-the-sun manner.

It is the expectation that the provided services will delight clients and provide a real differentiation from other providers, both in the substance and manner in which the services are provided.

Key responsibilities will include:

  • Collaboration with internal teams to drive the development of Go-To-Market value-add strategies and pipeline generation for Client First’s services in NA region for all Aptitude Software products, whether to existing clients or new name prospects. This will require a balance and coordination with the Director, Client First Central Services and International to ensure consistency across regions but also cater for regional nuances. It will be imperative to build a strong relationship with the NA Go-To-Market teams
  • Ensuring that the ‘client first’ mindset approach is adopted by the regional team delighting the client with our services, strengthening client loyalty, and proactively providing the environment for additional sales to be realized
  • Working closely with the Director, Client First Central Services and International to jointly define, shape, evolve and deliver post go-live services that meet the requirements of Aptitude Software’s wide range of clients
  • Building strong relationship with the Professional Services and Partners teams to support the implementation phase of a client lifecycle
  • Attending executive level client steering groups acting as an ambassador and escalation point, whilst providing valuable insights on client health to the VP Client First and SVP Client Success (and wider Client Success team)
  • Establishing strong relationships with the leadership teams of Product and Technology to ensure focus on existing clients is appropriately prioritized in technology road maps etc.
  • Proactively anticipating and handling client escalations with sensitivity and sound judgement, and bringing about a mutually agreeable resolution
  • Line management of NA based resources within the Client First Team; developing a loyal, knowledgeable and motivated team through the establishment of career paths, personal training and development plans, and pride in the function. The NA based resources will be primarily client facing.

The Director, Client First, NA will be office-based but frequent travel within the North America region may be required.

What we're looking for

The ideal candidate will have the following skills & experience:

Leadership and Client Service skills:

  • Visionary – is able to conceptualize the long-term goals, turn that into a strategic plan and has an ability to motivate the team to deliver on that plan
  • Excellence in delivering through others – able to take ownership for delivery in the NA region where the majority of the team are based outside the region in the central services team
  • Ability to operate comfortably and with authority at C-Suite and Senior Director level with Aptitude Software’s clients and partners
  • Confidently self-motivated, one-think ahead, curious, energetic, reliable and conscientious
  • Strong understanding of Solution Management Services’ standard offerings, competitive landscape, differentiators, and able to clearly articulate the value to the Go-To-Market teams as well as prospects and clients.
  • Ability to be a strong contributor in the creation of high standard sales material (value proposition, proposals) in line with prospects’ needs
  • Demonstrate an ability to understand the prospect’s/client’s objective, business case, return on investment, identify pain points and translate into actionable requirements and a value-add solution
  • Creates trusted advisor relationship status stakeholders at all levels – is recognized as the guru of Client First in the NA region
  • Commercially strong with a strong business acumen for delivering high quality whilst ensuring operational efficiencies
  • Able to take ownership, but good judgement to know when to escalate if necessary
  • Maintains a high level of satisfaction (for clients and internally) through service delivery and skillful communication. Really cares about making the difference.
  • Effectively analyses, compares and accurately synthetizes information from various sources, simplifies and summarizes and delegates work to other teams where appropriate
  • Flexibility to adapt to rapid business change and prioritize the important as well as the daily urgent
  • Ability to perform effectively under pressure, and to manage internal and external expectations around timeframes.

Technical skills:

  • Understanding of Accounting and Finance as our client base to be able to build meaningful relationships and understand our Client’s drivers, motivation and perspective
  • Awareness of Agile delivery, Cloud technologies, ITIL.

How to apply

Please click on the ‘Apply now’ button below, including your resume and any other relevant information that will help us get to know you better.

Director, Client First, North America


Apply now