Client Partner

Kansas City, Missouri Customer Success - Client Partner Full Time

Participates and contributes as an active member of the Customer Success team in the definition, creation, and execution departmental programs and plans to meet the short, medium and long-term objectives of the business. Manages all aspects of key customer relationships to maximize partnerships, company profitability, and revenue growth. Facilitates workforce planning to ensure quality of services delivery and effective support of the operational policies and procedures. Must apply strong program / project / account management skills to define the strategies, scope, plans, schedules, and documentation of solutions. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation of criteria for obtaining results.  Supports and/or leads any number of client programs.  Will typically facilitate customer relationships that span across multiple departments or accounts simultaneously. Customer base will likely span across multiple geographies. Responsible for ensuring Valorem Reply fosters a customer intimate model without compromising operational excellence. Works with and may direct multiple roles within Valorem Reply, customer, or subcontractors.

Essential Functions & Responsibilities

  • The essential functions of this position include but are not limited to the following. Communicates all customer, manager, project manager, and team member feedback, positive and negative, to management.
  • Ensures that all administrative requirements are net based on company standards.
  • Ensures that all operational policies and procedures are adhered to in the delivery of service.
  • Contributes to/is responsible for strategic department initiatives.
  • Responsible for satisfaction of client partnership. Manages Customer satisfaction measured by reputation, surveys, etc.
  • Must be capable to perform multiple of the following primary deployment roles -
  • Program Manager
  • Account Manager
  • High-level Solution Architecture
  • High-level (Digital) Strategy Lead
  • Project Transition Project Lead
  • Managed Services Lead
  • Professional Services Lead (Consulting)
  • Develop a complete understanding of Valorem Reply‚Äôs processes, systems and services offerings in order 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.
  • 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 and/or 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 of practice / resource management experience
  • 3+ years consulting sales / business development experience
  • Must be able to manage pursuits of net new opportunities as well as incremental growth opportunities within assigned accounts
  • 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
  • Ability to effectively use project management tools to plan and organize work assignment activities
  • 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
  • Must have strong consultative skills
  • Ability to apply principles of logical or scientific thinking to a wide range of complex intellectual and practical problems
  • Ability to deal with a variety of abstract and concrete variables
  • Communication & Interpersonal Skills

  • Ability to read, analyze and interpret documents, including technical journals, financial reports, and legal documents
  • Ability to write business and technical reports, correspondence, and procedure manuals
  • Ability to independently and effectively present technical information and respond to questions from groups of senior managers and/or project steering committees
  • Ability to independently and effectively handle issue resolution with senior management to c-level executives at customer sites and internal to Valorem Reply as needed
  • Ability to respond effectively to sensitive employee or customer issues
  • Ability to author and present professional presentations
  • Requires excellent interpersonal communication and relationship building skills
  • Requires excellent facilitation skills
  • Maintain high levels of integrity and dependability.
  • Maintain a focus on results, quality, and customer satisfaction.
  • Must have strong leadership qualities and understand and enable team dynamics.
  • Work well in a team environment and effectively manage work activities
  • Professional demeanor and appearance
  • Able to adapt and be flexible with changing business needs
  • Travel

  • Travel to meet customer cadence meetings as required (driving and/or air)
  • Maintain a driver's license and/or passport
  • Navigate travel sites and book travel as required
  • Physical Demands

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing these duties, the employee is frequently required to see, speak and hear. 
  • While performing these duties, sitting and working at a computer for extended periods will be required.
  • While traveling, the employee will be required to perform all aspects of national and international travel including the handling of their baggage and sitting for extended periods.
  • Work Environment

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing these duties, the employee will be in numerous offices that could span national and international locations. 
  • While traveling, the employee will be required to ride in many modes of transportation, spend time in numerous airports, and be exposed to all range of climates and environments.
  • Kansas City, Missouri

    Client Partner