Senior Client Partner

The Client Partner

The Client Partner oversees and cultivates client relationships to deliver measurable business impact to our clients. The ideal candidate has a fervent passion for transforming customer experiences through experience strategy and technical implementations.

• 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 to appropriately use 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, application of relevant case studies and best practices, and compelling business insights
• Own the 360-degree view of clients (their organization, remit, reporting structure, goals, and financing)
• Lead client mapping activities ensuring client relationships are nurtured with the ideal personnel from Horizontal
• Foster internal curiosity with clients' business, experience, technology and brand goals amongst the Horizontal team
• Lead successful onboarding of Horizontal to client and client to Horizontal, including project kickoff and a seamless transition to delivery leadership
• Leverage industry expertise to guide clients through solutions and opportunities to ensure they make confident, informed decisions
• 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 of your accounts, 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 in order to bring your 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

What You Are

• Solution-oriented, customer experience enthusiast who can understand and support a program with complex business, user experience and technical challenges
• Proven track record supporting client and internal teams in achieving business results for our clients
• Thirst for knowledge - especially business acumen - and thrive in creating commercially viable opportunities for the firm that drive growth for clients
• See ambiguity through the lens of opportunity, rather than of concern
• Recognized as trusted and accountable in relationships with clients, colleagues, partners, and other industry professionals

How You Will Be Measured

• Ability to identify and roadmap account strategies and OKRs ensuring a measurable approach to the impact Horizontal has on our clients' businesses
• Ability to expand Horizontal Digital's service offering in support of achieving client's business goals
• Revenue and account margin targets
• Client satisfaction measured by NPS measurement
• Partner certifications where applicable

What You Bring

• 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 vertical preferred
• Experience with Sitecore, Optimizely, Contentstack and/or other composable DXP 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

Company Information

Horizontal Digital offers a wide range of competitive benefits to eligible employees including health, dental, vision, life, retirement plans, paid time off, paid holidays, paid time off to volunteer, paid parental leave, flexible work environment, and more. The pay range for this full-time position is $125,000 to $165,000 per year. Our salary ranges are determined by role, level, and location. The range displayed on the posting reflects the minimum and maximum target salary for the position across all US locations as of the date of this posting. Within the range, actual offered compensation is dependent upon the individual's work location and additional factors including but not limited to job-related skills, experience, relevant education and training, internal equity among the team, and applicable employment laws. Please note the compensation details in the US role posting reflect base salary only and don't include discretionary performance bonus or other incentives (if applicable).