Client Partner

Kansas City | Seattle | St. Louis | Chicago Customer Success - Client Partner Full Time

The Client Partner (CP) is the lead business development and account management role within Valorem Reply’s strategic accounts. The CP is a member of the firm’s Digital Strategy & Customer Success team. The CP coordinates all business development, relationship, and marketing activity within a strategic account. Through the development and maintenance of a comprehensive account plan, the CP will manage all aspects of these relationships ensuring forecast accuracy, revenue growth, profitability, and customer satisfaction.

Working together with Valorem Reply’s Solution Area leaders and the firm’s executive leadership, the CP is an active participant in defining, planning, and launching engagements within the strategic accounts. The CP will represent Valorem Reply’s solution offerings and offer both business and technical expertise to our clients in describing these offerings. Once engaged, the CP will apply strong program / project / account management skills to define the strategies, scope, plans, schedules, and documentation of these solutions. The CP will work collaboratively with Valorem Reply’s Solution Areas to craft solutions that achieve valuable business outcomes for our clients and that meet our clients budgetary and timeline requirements. The CP will be actively involved in proposing and closing business along with setting expectations with our key stakeholders.

The CP is accountable to growing customer relationships within a strategic account by seeking out new stakeholders and buyers within the account. Buyers may span multiple geographies. The CP is assigned a finite set of accounts at the beginning of the fiscal year. Each account will have a target for fees under management (quota). The CP is accountable to and rewarded for achieving these targets.  

The Client Partner is encouraged when applicable to provide billable services within the strategic accounts. These services may include but are not limited to the following roles.
·       Account Manager
·       High-level Solution Architecture
·       High-level (Digital) Strategy
·       Change Management
·       Program Manager
·       Project Transition Project Lead
·       Professional Services Lead (Consulting) 

Responsibilities

  • Working with Executive Leadership and Solution Area Leadership to establish and execute a comprehensive account plan within named strategic accounts.
  • Establish relationships across the strategic account both with business and IT leaders with the intention of uncovering new business opportunities.
  • Establishing a strategic roadmap that aligns with the strategic accounts business and technical plans that can be used to map future Valorem Reply engagements
  • Accurately managing and maintaining a revenue forecast and pipeline for the strategic account
  • May manage pursuits of net new opportunities as well as incremental growth opportunities within assigned accounts.
  • Communicating effectively both verbally and in writing, ensuring that a deep, trusting relationship is built on an individual and organizational level.
  • Communicating internally with managers, project manager, operations, marketing/alliances and consultants working on the strategic account
  • Working with our alliance partners (primarily Microsoft) to ensure that our work is recognized, and that Valorem Reply is ensuring that our strategic account can participate in relevant Microsoft programs.
  • Ensures that all administrative requirements are met based on company standards.
  • Ensures that all operational policies and procedures are adhered to in the delivery of service.
  • Contributes to/is responsible for participating in Digital Strategy & Customer Success departmental initiatives.
  • Manages Customer satisfaction measured by reputation, surveys, etc.
  • Develop a complete understanding of Valorem Reply’s processes, systems, and services offerings to better serve customers and facilitate organizational collaboration around customer needs.
  • Produce standard reporting and status based on current standard operating procedures. 
  • Work with resourcing team to select customer team members based upon skill and availability.
  • Actively and accurately maintain account, opportunity, and contact information within Valorem Reply’s CRM system.
  • Inform Valorem Reply solution offerings based on customer and market feedback.  
  • Supervisory Responsibilities

  • Supervision of assigned customer accounts, customer personnel, and Valorem Reply personnel as it pertains to delivery and execution on strategic accounts. 
  • Education & Experience

  • Four-year degree or equivalent in a related discipline (e.g., information technology, computer science, business, engineering).
  • 8+ years of industry experience in a relevant discipline.
  • 8+ years of customer / account / project / program management experience in consulting / software or outsourced services environment.
  • 3+ years consulting sales / business development experience
  • Experience working in the Microsoft ecosystem is preferred
  • Must have strong leadership qualities and understand and enable team dynamics. 
  • Work well in a team environment and effectively manage work activities.
  • Able to adapt and be flexible with changing business needs.
  • Must have strong consultative skills. 
  • Technical Skills

  • Ability to effectively use and operate a PC and standard business applications such as Microsoft Outlook, Word, Excel, and internally used collaboration tools such as Teams, CRM, Geco, etc.
  • Proven understanding of modern cloud technologies
  • Proven understanding of modern project methodologies (Agile)
  • Ability to learn and understand complex systems.
  • Ability to effectively apply conflict and risk management techniques.
  • Ability to apply change management policies.
  • Experienced in contract negotiations. 
  • Communication Skills

  • Excellent communication skills both oral and written.
  • Ability to competently understand, speak, read, and write English.
  • Kansas City | Seattle | St. Louis | Chicago

    Client Partner