Client Solutions Expert

3 weeks ago

London, Greater London, United Kingdom dentsu Full time
About Merkle

Merkle, a dentsu company, powers the experience economy. For over 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty.

The Role

We are seeking a Client Partner to join our Client Services team to cohesively offer and build more integrated offerings to our clients across the Merkle capabilities set. This is a strategic client growth role requiring a deep knowledge across multiple technology solutions.

In this role, you will focus on enterprise clients of Merkle Ireland where there is an opportunity to grow our offering across various practice areas. Working closely with the existing team to understand the customer landscape, you will identify new strategic opportunities for the client demonstrating the value this will bring to them.

The suitable candidate will have a strong background in CRM, data, analytics, digital media and marketing technologies with significant demonstrable experience of growing client accounts and cross selling opportunities.

This role requires the ability to work across our end-to-end service, threading together components to drive growth on your clients. You will lead and engage across our capability leads, driving value add to clients and revenue growth for Merkle Ireland, with a commercially focused outlook.

Life as a Client Partner at Merkle
  • The Client Partner is an invaluable and extended member of the client's team. You should expect to be in client meetings at least 50% of your time, with the client requesting more once they see the value of your services.
  • Curiosity and the desire to learn and be an expert in all elements of technology is a must. You are not a subject matter expert, but you are a connector to the broader Merkle teams and must be excited at bringing new capabilities to your clients.
  • People should want to work on your clients. You're driving change and innovation for your client AND within the Merkle business; which makes your teams an exciting place to grow careers.
  • Client satisfaction is the most important metric, truly happy clients trust you with more work. You are actively challenging the client and bringing new opportunities as their partner.
  • You should be comfortable getting into detail of the existing solution when required but also leading a pitch for a new opportunity.
  • We operate in a fast-moving, ever-changing category. Technology and client expectations move daily. The client partner is an avid industry news reader and seeks opportunities to expand their knowledge in the people-based marketing space.
  • You are commercially responsible for growth and margin and see this as an integral part of your role. Profitability is critical and you must always be on top of your book of business.
  • Finally, you will be excited by sales. This role is not about managing a client, but growing your clients through new services. This must be a craving, not a job to be done. Your KPIs are clear around revenue, margin contribution, and growth. To deliver that, you must be a sales-oriented individual.
Qualifications

We are looking for someone with significant experience working with CRM technologies, tools, databases, cloud-based solutions, data, and digital. Experience working with enterprise clients across a variety of industries would be highly advantageous.

Within this, strong evidence of your ability to grow client accounts and cross-sell opportunities to increase revenue is essential. Well-versed in commercial pricing and delivery models, you will be a trusted partner to clients who see you as their go-to person to deliver all their needs.

Attention to detail and a focus on delivery as well as your commercials are crucial. Motivated, self-starters need only apply. Merkle is a fast-paced and challenging organization. You must not wait for solutions; the expectation is that you deliver them.

Proactivity and salesmanship are critical to this role. You are not managing a client, you are building a strategic platform for your client and driving Merkle value add into the client's business.

Active listening is the difference between a Client Partner and the role of an Account Manager. Active listening means knowing the difference between a request from the client and motivation of the ask, which is often a far more strategic challenge. Knowing when to challenge the request and/or delve deeper into what is being asked is critical and ensure Merkle is a strategic partner aligned and delivering against the client's business strategy.

Natural curiosity and openness, with a big dose of fun, is what will make you successful. The solutions we deliver are big and the strategies behind them can be exhausting, so knowing how to have fun will go a long way and ensure you're a leader in this highly competitive client marketplace.

Additional Information

This is a permanent role. The team is based in our London office but operates under flexible working arrangements. The team are in the office twice a week. Whether it's the joy of working with people at the top of their game or the Dentsu social calendar, people love working here – and we hope you will too.

  • Flexible hybrid working with wonderful central London office location
  • Career development through Dentsu University and other tools; with access to courses, textbooks, mentorship, and external training funding
  • Private Medical Insurance, Company Pension, life insurance, and other corporate benefits
  • A selection of other benefits includes 3 wellness days, birthday day off, and 2 volunteer days.

Dentsu does not discriminate against job applicants on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, color, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Experience stipulated in this job description serves as a guide only and all applications will be considered on their merits, irrespective of experience.

As part of our Diversity and Inclusion agenda, and as an Equal Opportunities employer, if you require reasonable adjustments during the selection process please engage directly with your Recruiter.

To apply for this role, please click the apply now button where you will be redirected to our careers site to complete a few further details.

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