Job Summary:
The Client Partner is responsible for maintaining and growing relationships with clients by delivering exceptional service and ensuring that client expectations are consistently met. This individual acts as the main point of contact for assigned accounts, working to understand client needs, ensuring the timely delivery of solutions, and identifying opportunities for growth. The Client Partner works closely with internal teams, such as sales, project management, and operations, to ensure the successful execution of client deliverables.
Key Responsibilities:
1. Client Relationship Management:
- Serve as the primary point of contact for assigned clients, maintaining strong, long-term relationships.
- Regularly communicate with clients to understand their business needs and objectives.
- Conduct regular check-ins, status updates, and performance reviews with clients to ensure satisfaction and service alignment.
2. Account Management:
- Oversee and manage client accounts, ensuring all services are delivered on time, within scope, and within budget.
- Develop and implement account plans to achieve client goals and drive account growth.
- Resolve any issues or challenges that arise, acting as an advocate for the client within the company and coordinating solutions with internal teams.
3. Business Development:
- Identify opportunities for upselling and cross-selling additional products or services to existing clients.
- Work with the sales team to develop proposals and pricing models for new opportunities within assigned accounts.
- Contribute to contract renewals and negotiations to ensure client retention and satisfaction.
4. Delivery Coordination:
- Collaborate with project management, product, and operations teams to ensure the successful delivery of services and solutions.
- Ensure alignment between client expectations and the services provided, managing any changes in scope or project requirements.
- Monitor the progress of client projects and campaigns, ensuring key milestones are met and deliverables are provided on time.
5. Client Satisfaction & Feedback:
- Proactively monitor client satisfaction levels, gathering feedback, and identifying areas for improvement.
- Conduct client satisfaction surveys and follow up on any concerns or areas for improvement.
- Implement action plans to address client feedback and ensure continuous improvement of services.
6. Financial Management:
- Monitor account profitability, ensuring services are delivered within the agreed-upon budget and revenue targets are met.
- Work with the finance team to ensure accurate invoicing and address any billing issues or discrepancies.
- Prepare financial reports and forecasts for assigned accounts.
7. Reporting and Analytics:
- Provide regular updates and reports on account performance, service delivery, and client satisfaction to internal leadership.
- Analyze client data and account performance to provide insights and recommendations for improving services or expanding offerings.
8. Collaboration and Teamwork:
- Collaborate with internal teams (sales, marketing, product, etc.) to provide the best possible service to clients.
- Share client insights and feedback with internal teams to help refine products, services, and processes.
- Support and mentor junior account managers or support staff, as needed.
Qualifications:
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 3-5+ years of experience in client management, account management, or a related role.
- Proven experience in managing multiple client accounts and delivering exceptional customer service.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
- Excellent problem-solving skills and the ability to resolve issues in a timely and effective manner.
- Strong organizational skills, with the ability to manage multiple projects and deadlines.
- Financial acumen with experience in budgeting, forecasting, and account profitability management.
- Proficiency in CRM software (e.G., Salesforce) and Microsoft Office Suite.
Key Competencies:
- Client-focused with a strong commitment to service excellence.
- Strong relationship-building and interpersonal skills.
- Analytical mindset and attention to detail.
- Excellent communication and negotiation skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Team player with a collaborative approach.
Compensation:
- Competitive salary
- Performance-based bonuses or incentives
- Comprehensive benefits package (health, dental, vision, retirement plans, etc.)
