Client Partner

2 weeks ago

London, United Kingdom Firstsource Full time

Job Title: Director/AVP – Client Partner

Job Type: Full Time

Grade: B

Function/Department: Client Partner

Reporting to: Senior Vice President



Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.

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 & Responsibilities

Client Relationship Management:

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

Client Satisfaction and Retention:

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

Business Development and Growth:

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

Service Delivery Oversight:

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

Strategic Planning and Execution:

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

Client Communication and Presentations:

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

Team Leadership and Development:

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

Data Analysis and Reporting:

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

Budget and Resource Management:

  • Manage the budget for client services operations, ensuring optimal resource allocation and cost-effectiveness.


Expected/Key Results


  • Cost management - Effective budget vs.spend ratio (Function budget)
  • Build sales pipeline / Increase in volume / number of new opportunities added to pipeline
  • Increase in revenue growth from existing clients, new business (ECNB) and existing clients, existing business (ECEB)
  • Deliver on the targeted profitability of sales deals
  • Increase client conversions
  • Business Transformation – Drive high value transformational deals
  • Build new client relationships and sustaining existing client relationships
  • Build strong internal stakeholder relationships
  • People 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.
  • Strong business acumen with a deep understanding of market dynamics and client needs.
  • Excellent communication, negotiation, and presentation skills.
  • Proven track record of achieving revenue growth and business expansion within existing client accounts.
  • Strategic thinker with the ability to analyze data and industry trends to inform decision-making.
  • Leadership skills with the ability to inspire and manage teams effectively.
  • Exceptional organizational and time-management abilities.

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