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Client Partner

3 months ago

Camden Area, Greater London, United Kingdom Firstsource Full time

Job Title:

Director/AVP – Client PartnernJob Type:

Full TimenGrade:

BnFunction/Department:

Client PartnernReporting to:
Senior Vice President

Note :
Experience as a Client Partner in a Contact Center is a MUST.

Role Description:


As the Director/AVP of Client-Partner, you will be a senior leader responsible for driving client satisfaction, retention, and growth within the organization.

You may lead a team of client service professionals, oversee strategic client relationships, and ensure the delivery of high-quality services that exceed client expectations.


Roles & ResponsibilitiesnClient Relationship Management:

nCultivate strong relationships with key clients, understanding their business needs, objectives, and challenges.nAct as the main point of contact for strategic clients, providing personalized attention and support.


nClient Satisfaction and Retention:


nDevelop strategies to enhance client satisfaction, loyalty, and long-term relationships.nMonitor client feedback, identify potential issues, and proactively address concerns to maintain high levels of client retention.


nBusiness Development and Growth:


nCollaborate with sales and business development teams to identify upselling and cross-selling opportunities within existing client accounts.nParticipate in business expansion efforts by identifying new avenues for growth and revenue generation.


nService Delivery Oversight:


nLead and manage the client services team to ensure the timely and successful delivery of services and solutions.nSet service quality standards and monitor performance to ensure consistent and exceptional service delivery.


nStrategic Planning and Execution:


nDevelop and execute strategies to align client services with overall business goals and objectives.nIdentify market trends, client needs, and industry shifts to adapt service offerings accordingly.


nClient Communication and Presentations:


nEffectively communicate the value proposition of the company's products and services to clients through presentations, proposals, and meetings.nProvide insights and recommendations to clients based on industry knowledge and market trends.


nTeam Leadership and Development:


nLead, mentor, and guide the client services team, fostering a culture of teamwork, accountability, and professional growth.nConduct regular performance reviews and provide coaching and feedback to team members.


nData Analysis and Reporting:


nAnalyze client data, engagement metrics, and feedback to derive actionable insights for continuous improvement.nPrepare and present regular reports to senior management, highlighting key achievements and challenges.


nBudget and Resource Management:
nManage the budget for client services operations, ensuring optimal resource allocation and cost-effectiveness.

Expected/Key Results

Cost management - Effective budget ratio (Function budget)nBuild sales pipeline / Increase in volume / number of new opportunities added to pipelinenIncrease in revenue growth from existing clients, new business (ECNB) and existing clients, existing business (ECEB)nDeliver on the targeted profitability of sales dealsnIncrease client conversionsnBusiness Transformation – Drive high value transformational dealsnBuild new client relationships and sustaining existing client relationshipsnBuild strong internal stakeholder relationshipsnPeople Engagement and Development - Retention, development and succession planning for own function

Preferred Work Experience


Minimum of 10+ years of experience in client partner, account management, or a related role, with at least 5 years in a leadership position.

Competencies & Skills


Demonstrated success in building and maintaining strong client relationships and driving client satisfaction and retention.nStrong business acumen with a deep understanding of market dynamics and client needs.nExcellent communication, negotiation, and presentation skills.nProven track record of achieving revenue growth and business expansion within existing client accounts.nStrategic thinker with the ability to analyze data and industry trends to inform decision-making.nLeadership skills with the ability to inspire and manage teams effectively.nExceptional organizational and time-management abilities.