Senior Partner, CX&C

Company Description

Merkle is a leading technology-enabled, data-driven customer experience management (CXM) company. For over 30 years, Fortune 1,000 companies and leading non-profit organizations have partnered with us to build and maximize the value of their customer portfolios.

Job Description

The Senior Partner, CX&C is a results-based business executive that can manage a portfolio of large customers with a combined net revenue of appx. $250M+.  You will report into the Americas Chief Client Officer. In this remote only opportunity, you will lead customer and account teams within a matrixed environment in service of complex and multi-dimensional businesses by and providing experience transformation across Media, Creative, and Customer Experience solutions. The Senior Partner will possess a set of skills to drive business agility– including a strong Growth and Client Services mindset, while operating a P&L responsibility. These leaders are entrepreneurial and prefer to build rather than maintain businesses with a strong customer-centricity mindset in addition to their excellent ability to cultivate enduring customer relationships. You embody an acute sense of curiosity and loves to be on the cutting edge of new technology capabilities and solutions. You define, creates, and implements the long-term vision for the CX&C capability as well as a value proposition for solutions designed to support the customers’ needs. You create long term, profitable revenue expansion for the CX&C capabilities, Merkle and dentsu by building senior, trusted and referenceable relationships with customers by identifying opportunities to solve their biggest experience transformation challenges.  The Senior Partner creates an inspiring and values-based team culture leading Merkle Client Partners, Customer Account Management, and other teams within the organization to achieve high levels of customer satisfaction, retention, and growth.  They deliver value to customers’ business by creating customer business strategies ensuring profitable growth, engaging with and developing strong and collaborative relationships with executive leadership, ensuring we are exceeding expectations in all that we do.  You will increase our market presence in the industry through creation of an industry POV and engagement in the market through industry events, customer events, and publications. 

Responsibilities 

·Strategic Thinking/Vision: Understand the challenges faced by customers; develop and implement unique experience transformation strategies to accelerate the business strategy. 

·Capability Expertise: CX&C; understand the marketing dynamics of the capabilities and industries, customer needs specific to those dynamics and the solution trends to grow our business. Be a subject matter expert and trusted advisor to clients, providing strategic guidance, lead complex projects

·Alliance Partners:  Teams with Alliance partners through proactive relationship development with Account Executives, pipeline mapping and joint account planning to promote co-selling of partner products and services to Merkle customers, as well as, Merkle solutions to partner customers.

·Executive Engagement & Strategic Counsel: Leads customer engagements and provides strategic counsel to growing multinational brands. Experience digging into prospects' pain points and validating the issues they're facing with main contacts from across the customer organization.  

·Growth: Leads business development and client go to market for the capability in close collaboration with Solutions & Delivery teams; grow existing customer business and develops new business opportunities in partnership with business development for new logo acquisition.

·Business Acumen: Manage a P&L; forecasts growth; meet financial goals and targets. 

·Team Leadership: Understand the importance of leading, hiring, developing talent, and keeping Experts engaged. A leader who can also be a supportive manager and works alongside the team. Understand that encouraging the teaming dynamic is as crucial as closing and retaining seven and eight figure accounts. Facilitate sourcing, qualifying, and closing top talent to the vertical. Keenly focused on engaging and keeping existing Experts, focused on commitment to career pathing and skills development for Merkle employees. 

·Driving Execution: Translates goals into operational reality. Breaks down strategic priorities or business initiatives into important tasks and identifies accountabilities. Align resources to ensure implementation and delivery of required results. 

·Creativity/Innovation: Stays ahead of industry trends. Always looking for new solutions to solve customer challenges. Aware of innovations at Merkle and finds ways to use them for the vertical practice. 

·Thought Leader: Positioning Merkle as a “thought leader