Senior Client Success & Program Lead
Who We Are
Harte Hanks (NASDAQ: HHS) is a Business Experience Orchestrator (BXO) — a strategic partner that integrates strategy, data, technology, people, and operations to drive revenue, retention, and operational efficiency. We operate across six core capabilities: data, marketing, sales, customer care, fulfillment, and logistics, connecting the full customer and product lifecycle.
With over 100 years of heritage and a global presence spanning North America, Asia-Pacific, and Europe, we combine the scale of an international organization with a boutique, collaborative approach. We help large and mid-sized B2B and B2C brands engage and support their customers, particularly in high-touch, experienced-critical sectors.
Working at the intersection of front-office growth and customer experience with back-office execution, we enable leading organizations to design, activate, and optimize meaningful, measurable outcomes.
What sets us apart is how we deliver: relentlessly human, powered by technology, and driven by results. By bringing together people, data, and intelligent technology, we create high-impact experiences that make a difference.
As a highly connected, multi-disciplinary organization, we offer our people the freedom to grow beyond a single path, empowering them to build diverse, global careers across functions, industries, and teams.
Position Overview
- We are seeking a highly organized, detail-oriented, and results-driven leader to oversee client relationships, program execution, sales performance, and cross-functional project delivery. This role combines customer success, program management, operational leadership, and team development.
- The ideal candidate thrives in fast-paced enterprise environments, can manage complex cross-functional initiatives, coach teams to performance excellence, and serve as the primary point of contact for high-value clients.
Key Responsibilities
Client Relationship & Account Management
- Serve as the primary point of contact for enterprise clients, ensuring strong, trusted partnerships
- Build deep understanding of client business objectives, brand positioning, products, and KPIs
- Deliver executive-level presentations including performance updates, ROI insights, and trend analysis
- Identify growth opportunities, retention strategies, and program enhancements
- Represent the voice of the customer in internal planning and roadmap discussions
Program & Project Management
- Lead end-to-end program execution from planning through implementation and optimization
- Establish project governance standards, timelines, milestones, and reporting cadences
- Partner with stakeholders across business, technical, and vendor teams to align on scope and deliverables
- Maintain dashboards and provide weekly/monthly performance reporting to leadership
- Own project management tools (e.g., Jira, Asana, Smartsheet) ensuring data accuracy and transparency
- Identify risks, escalate roadblocks, and drive issue resolution proactively
Sales & Revenue Leadership
- Oversee inside sales performance, driving achievement of qualitative and quantitative targets
- Coach, develop, and mentor team members through regular performance feedback and QA reviews
- Align prospects needs with client solutions using consultative selling techniques
- Support lead generation, social selling, and pipeline development efforts
- Analyze sales data, call recordings, and CRM metrics to identify trends and improvement areas
- Ensure accurate CRM documentation and adherence to sales processes
Operations & Process Improvement
- Develop and standardize workflows, SOPs, and quality assurance frameworks
- Monitor KPIs, SLAs, budget tracking, and operational performance
- Lead continuous improvement initiatives based on performance data and client feedback
- Document business requirements and collaborate on system or marketing tech enhancements
- Maintain compliance with organizational policies and governance standards
Leadership & Team Development
- Foster a culture of accountability, collaboration, trust, and high performance
- Provide coaching, professional development planning, and performance evaluations
- Guide teams through change management initiatives
- Create and deliver performance improvement plans to underperforming BDRs
- Support training efforts for new hires and ongoing skill development
- Influence cross-functional partners without direct authority
Qualifications
- 2+ years of experience in program management, customer success, account management, inside sales, or related leadership roles
- Experience working with enterprise or high-tech clients
- Proven background in consultative selling (SaaS, cloud, or technical solutions preferred)
- Strong understanding of CRM and various other systems (i.e., Salesforce, Salesloft, ZoomInfo, Orum, or similar tools)
- Experience with project management platforms (Jira, Asana, Smartsheet, etc.)
- Advanced proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook)
- Ability to analyze data, create trend reports, and translate insights into action
- Excellent written and verbal communication skills, including executive-level presentations
- Strong organizational skills with the ability to manage multiple priorities
- Bachelor’s degree or equivalent combination of education and experience preferred
Core Competencies
- Strategic thinking with execution focus
- Data-driven decision making
- Cross-functional leadership
- Client advocacy
- Operational excellence
- Coaching and team development
- Process improvement mindset
- Ability to work independently and collaboratively
- Ability to deliver a variety of presentations to key stakeholders
- Coaching and development of BDRs and SrTL
- Ability to lead and motivate sales teams
What We Offer
- Access to industry-leading onboarding and training programs, powered by CVI, featuring science-backed methodologies, proven messaging frameworks, and enablement solutions tailored for modern B2B sales professionals.
- Exposure to modern outbound sales strategies, tools, and best practices used by top-performing SDR teams.
- Ongoing leadership investment in your growth, success, and career progression through mentorship, coaching, and hands-on support.
- Robust career development and progression opportunities within a complex, multi-division organization, empowering individuals to expand their expertise and pursue diverse career pathways across Sales, Marketing, Customer Experience, Fulfilment, Logistics, and other key functions.
- Medical, Dental, and Vision coverage
- Health Savings Account (HSA)
- Educational Assistance
- Voluntary benefit plans
- 401(k) with company match and immediate vesting
- Pet insurance, employee discounts, and additional benefits
- Multiple sales training development courses provided by CVI
Equal Opportunity Employer / M / F / H / V
