Senior Director, Federal Partnerships
The Senior Director – Federal is responsible for the strategic leadership, revenue management, and growth of Acuative's Federal business. This executive-level position will drive customer retention, revenue and margin expansion, and operational excellence through a disciplined, metrics-driven approach to customer relationship management and program governance.
Reporting in to the Chief Revenue Officer (CRO), the Senior Director – Federal will work across functional groups in a matrixed fashion collaborating across Sales and Customers, Operations, Service Delivery, Finance, and other functional teams to ensure a consistent, high-quality customer experience while driving business performance. The role requires a strategic leader who can influence without direct authority, establish best practices, implement performance systems and coach cross-functional teams to achieve organizational objectives.
The initial focus of this position will be Acuative's largest Federal channel, AT&T, with responsibility expanding across all Federal channels and customers.
Essential Responsibilities
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Develop and execute the strategic growth plan for Acuative's Federal business.
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Drive revenue retention and expansion through proactive customer engagement and relationship management.
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Build trusted executive relationships with Federal customers, channel partners, and internal stakeholders.
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Establish and maintain governance processes and measurement system that improve visibility, accountability, and execution across the Federal portfolio.
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Implement industry best practices and operational processes based on prior experience supporting Federal and government customers.
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Partner with Sales, Operations, Service Delivery, and other departments to deliver a consistent, high-performing customer experience.
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Coach and influence cross-functional teams within a matrixed environment to improve customer outcomes and operational performance.
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Monitor customer health, identify risks, and develop mitigation plans to protect revenue and customer satisfaction.
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Lead regular business reviews with customers and internal leadership.
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Ensure alignment between customer expectations, channel partners, and Acuative operational capabilities.
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Develop reporting, dashboards, and performance metrics that measure operational and financial success.
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Identify opportunities for continuous improvement across Federal programs and customer engagements.
Key Focus Areas
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Proactive customer outreach and ongoing relationship management.
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Audit project execution and deliverables against Statements of Work (SOWs).
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Portfolio governance, organization, and executive reporting.
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KPI development and scorecard alignment focused on both business outcomes ("what") and operational behaviors ("how").
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Design and implement a formal Net Promoter Score (NPS) program for Federal customers.
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Develop standardized operating procedures and best practices for Federal program management.
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Align customer priorities with internal operational execution.
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Support strategic planning and growth initiatives across all Federal channels.
Qualifications
Required
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Bachelor's degree in Business, Management, or a related field, or equivalent professional experience.
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10+ years of progressive leadership experience in Federal sales, account management, program management, or customer success.
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Demonstrated experience managing large Federal customers or government-focused channel partners.
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Strong understanding of Federal contracting environments and customer requirements.
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Experience leading cross-functional initiatives within a matrixed organization.
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Proven ability to profitably grow revenue while improving customer satisfaction and operational performance.
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Exceptional executive communication, presentation, and relationship-building skills.
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Strong analytical and business acumen with experience using metrics and KPIs to drive decision-making.
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Ability to travel as business needs require to customers, partners and operations centers.
Preferred
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Experience working with telecommunications, networking, or managed services organizations.
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Experience supporting AT&T Federal programs or similar strategic channel partnerships.
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Familiarity with Voice of the Customer (VOC), Net Promoter Score (NPS), and customer success methodologies.
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Experience implementing governance frameworks and operational excellence programs.
