Senior Client Partner

The Role

The Client Partner oversees and cultivates client relationships to deliver measurable business impact to our clients. They are responsible for managing, retaining, and expanding a portfolio of clients, typically ranging from $5-10M.

Responsibilities

• Directly lead and manage a portfolio of multiple accounts, typically $5-10M
• Build advisory relationships that result in business impact and revenue growth
• Understand and guide clients in using the Horizontal methodology and solutions to drive business impact
• Create and own senior and executive relationships within a client organization
• Conduct and create opportunities for advisory conversations through industry thought leadership, case studies, and business insights
• Own the 360-degree view of clients (their organization, remit, reporting structure, goals, and financing)
• Lead client mapping activities to nurture client relationships with the ideal personnel from Horizontal
• Foster internal curiosity with clients' business, experience, technology, and brand goals within the Horizontal team
• Lead successful onboarding of Horizontal to clients and client to Horizontal, including project kickoff and seamless transition to delivery leadership
• Leverage industry expertise to guide clients through complex business and digital strategies, motivating and advising them through significant transformation
• Oversee customer satisfaction measurement for your portfolio of accounts and guide teams through improvement strategies when applicable
• Partial billability (25-50%) when doing hands-on strategy or delivery work
• Drive organic growth and ensure account-level profitability
• Author and execute a strategic plan for each account, pursuing and landing opportunities to expand Horizontal's footprint within the client organization
• Build stewardship with clients, acting as their strategic consultant, solidifying relationships, and ensuring profitable YoY growth
• Manage revenue closely, ensure all opportunities are accurately reflected and forecasted, and uphold annual commitments
• Lead scope definition across multiple complex client accounts, including shaping ambiguous asks into proposals and contracts, including defendable statements of work, but with a focus on achieving mutually beneficial outcomes for client and consultancy
• Maintain a thorough understanding of the Horizontal service offerings and partnerships to enable cross-selling across capabilities and solutions — creating sustainable and diverse portfolios
• Form strong partnerships with internal Horizontal capability teams
• Inspire and support delivery excellence while representing the client voice to ensure we are meeting client expectations and driving outcomes
• Partner on new business efforts to bring industry expertise to set up new engagements for success
• Partner with delivery and operations to ensure forecasts are clean and accurate
• Produce case studies with capabilities teams to highlight business value delivered to our clients

Requirements

• Exemplary stakeholder management and communication skills
• Proven experience in growing key and growth clients, of $5M+
• Strong leadership and communication skills: ability to lead meetings and presentations with senior clients, as well as inspire, organize, and create consensus around ideas, concepts, and approaches internally
• Experience in Healthcare, Financial Services, Travel & Hospitality, Manufacturing, and/or CPG verticals preferred
• Experience with Sitecore, Optimizely, Contentstack, and/or other composable DXP platforms preferred
• Strong financial acumen: skilled in forecasting and revenue management
• Bachelor's degree and minimum of 10 years of experience in a digital agency, consultancy, or digital product development environment