Client Director (Strategic Accounts)

Complexio is the intelligence layer for enterprise AI. Our platform builds a connected understanding of how businesses actually operate — across people, processes, and systems.

Enterprises have invested heavily in AI platforms, copilots, and data infrastructure — yet daily work still runs on manual hand-offs and thousands of unseen tasks buried in emails, chats, and spreadsheets. Complexio closes that automation gap.

Our Event Knowledge Graph ingests structured and unstructured data to create a living map of how an organisation truly works — every task, interaction, and dependency. Our Context Broker unifies this knowledge across enterprise systems in real time, enabling our Orchestration layer and Enterprise Automator to discover, design, and execute workflows autonomously. Stevie, our conversational AI assistant, gives teams a natural way to query and act on that intelligence.

Complexio deploys securely within your infrastructure and integrates with the enterprise platforms you already run on — turning organisational knowledge into measurable business outcomes.

A joint venture between Hafnia and Símbolo, backed by leading maritime partners including Marfin Management, C Transport Maritime, Trans Sea Transport, and BW Epic Kosan. Born in maritime, now scaling rapidly across industries.

We are now onboarding enterprise customers globally, with a platform built to handle the pace and complexity of real business operations.

Role Purpose

The Client Director (Strategic Accounts) is responsible for Complexio's most important enterprise relationships. You are the single commercial owner of a portfolio of strategic accounts — accountable for deep value realisation, retention, expansion, and long-term partnership growth.

This is not a passive relationship management role. When required, you operate as a fully independent commercial operator — prospecting, qualifying, running the full sales cycle, and closing without support. You can own an account end to end: from first conversation through to signed contract, onboarding, health management, and multi-year expansion. You do not need a separate Sales resource to function.

You will shadow both Co-CEOs in strategic commercial meetings as required — stepping in as the senior commercial relationship owner in high-stakes customer engagements and representing Complexio at C-suite level with full authority and credibility. This requires genuine executive presence: the ability to lead a room, navigate complex stakeholder dynamics, and hold your own alongside or in place of senior leadership.

You will report directly to the CRO and will be a key voice in shaping Complexio's customer success and account management frameworks as the company scales.

Key Responsibilities

Executive & C-Suite Engagement

• Shadow both Co-CEOs in strategic commercial meetings as required — serving as the senior commercial relationship owner in high-stakes customer engagements
• Engage independently with C-suite stakeholders — CEOs, COOs, CFOs, CIOs — as a credible, authoritative representative of Complexio at the highest level of customer relationship
• Prepare Co-CEOs and the CRO for customer meetings — providing account briefings, stakeholder maps, open issues, and recommended positions ahead of engagements
• Lead executive relationship threads within accounts, ensuring C-suite contacts are continuously engaged, informed, and anchored to Complexio's long-term value narrative
• Represent Complexio's commercial vision, platform direction, and partnership ambition in boardroom and executive settings with confidence and composure

Independent Selling & End-to-End Account Ownership

• Run the full commercial cycle independently when required — from prospecting and qualification through discovery, solution design, commercial negotiation, and close
• Own accounts end to end without reliance on a dedicated Sales resource — managing every stage of the customer lifecycle from initial engagement through onboarding, adoption, health management, renewal, and expansion
• Identify and develop new opportunities within your account portfolio as well as adjacent prospects — acting as both hunter and farmer as the situation demands
• Build and manage your own pipeline within assigned accounts and territories, maintaining accurate forecasting and CRM discipline without being prompted
• Construct and present commercial proposals, business cases, and pricing independently — tailoring the commercial narrative to each stakeholder and buying committee
• Navigate complex procurement, legal, and contracting processes to close — including multi-party negotiations, MSA redlines, and DPA reviews — without requiring escalation for every decision
• Act as the primary commercial owner of an assigned portfolio of Complexio's strategic enterprise accounts
• Build and maintain trusted, multi-threaded relationships with C-suite, operational leadership, and day-to-day users across client organisations
• Develop and maintain long-term account plans — including relationship maps, value roadmaps, and growth targets
• Ensure ongoing alignment between customer priorities, operational context, and Complexio's evolving platform capabilities

Customer Relationship Management

• Serve as the central point of coordination for all customer interactions across the account
• Maintain a structured engagement cadence with key stakeholders — from daily users through to executive sponsors
• Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), with a clear focus on documented value delivered
• Ensure every customer touchpoint reflects the quality and credibility of the Complexio brand

Value Realisation & Platform Adoption

Drive successful adoption of Complexio's core platform capabilities across the account, including:

○ Event Knowledge Graph (EKG) — the real-time operational intelligence backbone

○ Stevie — conversational AI interface for operational queries and decision support

○ Context Broker — connecting and enriching data across enterprise systems

○ Enterprise Automator — automating workflows triggered by operational events

Define and track value realisation metrics specific to each customer's operational context (e.g. fixture performance, crew efficiency, voyage profitability, claims reduction)

Identify adoption risks early and mobilise internal teams to resolve blockers before they become churn signals

Produce customer-facing impact reports that document ROI and support renewal and expansion conversations

Customer Health

• Own the health status of every account in your portfolio — maintaining up-to-date health scores and risk assessments
• Monitor leading indicators (adoption depth, engagement frequency, stakeholder sentiment, support escalations) to stay ahead of account risk
• Work closely with the CRO to escalate and manage at-risk accounts with a structured recovery plan
• Contribute to Complexio's company-wide customer health framework, sharing patterns and insights that improve how we manage accounts at scale

Expansion & Revenue Growth

• Identify and pursue expansion opportunities within existing accounts — additional use cases, new business units, geographic rollouts, and incremental platform modules
• Own account revenue targets including upsell, cross-sell, and on-time renewal
• Build multi-year account growth plans that connect customer operational goals to Complexio's commercial trajectory
• Develop commercial proposals and business cases tailored to individual customer stakeholders and approval processes

Cross-Functional Coordination

• Act as the internal orchestrator for each account — coordinating Solution Engineering, Delivery, Product, and Customer Support around shared account priorities
• Ensure internal teams have the context they need to deliver against customer commitments
• Escalate delivery risks or capability gaps proactively, with proposed resolutions

Technical Competency & Credibility

• Maintain a working understanding of Complexio's platform architecture — sufficient to explain how the EKG ingests, connects, and contextualises operational data without requiring Engineering support for every conversation
• Hold credible first-level technical discussions with customer IT, data, and architecture teams — covering topics such as data integration patterns, API connectivity, security models, RBAC, and deployment options
• Navigate enterprise IT governance processes including security reviews, data privacy assessments, and procurement due diligence alongside the customer's technical stakeholders
• Qualify technical questions accurately — knowing what you can answer directly, what requires Pre-Sales or Solution Engineering, and what needs to be escalated to Product or Engineering
• Stay current on Complexio's product development, new capabilities, and technical roadmap so you can credibly represent what's coming and why it matters to each customer

Customer Feedback & Product Input

• Systematically capture customer feedback, pain points, and feature requests from across the account
• Translate operational customer needs into structured, prioritised input for Product and Engineering
• Act as the voice of the customer inside Complexio — ensuring the roadmap stays grounded in real enterprise use cases

Requirements:
Essential

• 7+ years managing strategic enterprise accounts in B2B SaaS or enterprise software
• Demonstrable ability to sell independently — owning the full cycle from prospecting to close without requiring a dedicated Sales resource
• Proven track record of running accounts end to end: origination, onboarding, adoption, health management, renewal, and expansion
• Demonstrable executive presence — able to represent Complexio independently at C-suite level, including alongside or in place of Co-CEO leadership in strategic commercial settings
• Experience managing complex, multi-stakeholder relationships at C-suite level in large organisations
• Commercial acumen —