The Portfolio Director owns a customer portfolio, focusing on client retention, driving strategic growth and cultivating partnerships while managing operational health and ensuring delivery team accountability.
The Penrod Portfolio Director is accountable for owning a portfolio of customers and driving exceptional outcomes across all initiatives within their accounts. This role is a key enabler of customer success, built on a deep understanding of digital transformations at Health Care Providers, and is singularly focused on client retention, identifying and strategizing opportunities for growth, and cultivating deep, long-term partnerships.
We are looking for someone who is skilled in negotiation, adept at managing project health ensuring budget, timeline and quality are balanced, and collaborate with Project Managers to ensure seamless delivery.
While people management is an important component of this role, it is not about pushing from behind but about establishing clear guiding principles that empower the team to succeed and holding them accountable to aggressive metrics.
This Portfolio Director requires 5+ years of experience leading and managing a high-performing professional services organization or large delivery function, demonstrating deep understanding of consultative delivery, talent management, and operational health. Success in this role demands proven P&L accountability, expertise in managing portfolio profitability (including resource utilization and gross margin), and mastery of the full project lifecycle from scoping and contract negotiation to risk mitigation.
The ideal candidate is located in Houston, TX (or can travel to client sites regularly (estimated 25% travel)), holds a current Salesforce Certified Professional designation, coupled with proven success leading large-scale Salesforce-enabled digital transformations, guiding complex architecture, and leveraging an established network within the HLS or wider Salesforce community.
What you will do
- Own Strategic Customer Success & Growth: Serve as the primary point of accountability for your portfolio, focused on client retention, driving strategic growth, and cultivating deep, long-term partnerships, particularly by enabling digital transformations at Health Care Providers (HCPs).
- Establish Team Accountability & Metrics: Establish clear guiding principles and aggressive metrics for the delivery team, ensuring accountability and disciplined execution to achieve both customer and company objectives.
- Drive Account Revenue Growth: Identify and strategize expansion opportunities and lead change management, collaborating with Sales and Account Managers to secure additional work and increase profitability.
- Delegate Effectively and Validate Achievement: Assign responsibilities strategically, empowering team members to execute while maintaining strict accountability for achieving end goals and validating achievement against established objectives.
- Ensure Operational Excellence: Define, monitor, and enforce team operational health by establishing KPIs, tracking progress, and ensuring alignment between team efforts and customer success outcomes.
What we look for
- Expertise in Customer Success & Partnership: A proven track record of driving client retention and successfully leading a large portfolio that resulted in recurring business and long-term customer partnerships.
- Strategic Growth Acumen: Demonstrated success in driving account revenue growth and identifying expansion opportunities within a portfolio of customers.
- Accountability and Delegation Leadership: Experience in establishing accountability with a delivery team, including effective delegation, setting aggressive objectives, and holding team members accountable to end goals.
- HCP Digital Transformation Experience: Experience in leading customer digital transformations and ensuring initiative success, particularly at Health Care Providers (HCPs).
- Operational Excellence & Financial Discipline: Experience managing initiative financials and achieving margin targets, combined with the detail-oriented focus necessary to ensure healthy team operations (e.g., establishing and tracking KPIs).
Penrod is a healthcare and life sciences consulting company that empowers exceptional experiences by engaging and consulting on technology and enabling digital transformation. Founded in 2011, a Summit Salesforce Partner since 2016, and HIPAA compliance accredited, Penrod has helped hundreds of companies ranging from startup to the Fortune 500; from pre-FDA approval to full commercialization; from specialty clinic to major healthcare system; improve their own patient experiences and implement technology to meet the challenges of the industry as they continue to evolve.
Penrod is an equal opportunity employer. Penrod does not discriminate against any employee or applicant because of race, religion, sex, sexual orientation, age, national origin, ancestry, disability, arrest or conviction record, marital status, military service or any other characteristic protected by applicable local, state or federal law and reasonably accommodates applicants and employees as required by applicable law.
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