Client Partner

Job Description:

The Client Partner is passionate about forming, creating, driving, and maintaining successful client relationships, while successfully interacting with senior/executive level clients in order to drive revenue expansion and long-term client retention. Client Partners lead with a consultative approach and focus on outcomes-based, innovative experience transformation solutions helping to accelerate customer business strategies. Client Partners are have a proven and diverse set of client relationship skills–including a strong Growth and Client Services mindset, while operating customer level P&L's. These are value-driven leaders, high-energy, entrepreneurial, prefer to build rather than maintain, and are driven by a strong customer-centricity mindset with a proven track record of cultivating enduring customer relationships.

You will manage growth and evolution of multiple customer relationships between $20-$40 million in annual net revenues and can lead complex, multi-dimensional engagements that combine Media, Creative and Customer Experience solutions that may include Strategy, Commerce, Loyalty, CRM, Data, Analytics, Identity, and Marketing Technologies.

In this hybrid position, you will report to our EVP Senior Client Partner.

Responsibilities:

• Experience in revenue growth and high customer satisfaction. You will oversee client satisfaction, continuing growth and evolution of the customer relationships.

• Grow a portfolio of customers, reporting to the Senior Partner.

• Manage all commercial aspects of our client relationship including contracts, pricing, profitability, revenue and profit forecasting to achieve net revenue and margin targets.

• Engage senior level customer contacts across all areas of the customer's business, delivering a flow of business-building ideas, while securing relationship and performance feedback.

• Executive engagement, client expectations, value reinforcement, white space reach, and cross-sell are required to be strategic about engagement strategies with VP C-level relationship building.

• Consult with customers and present new strategies and innovative ideas to solve Experience Transformation challenges & opportunities.

• Provide leadership to Client Services and Capability teams in a matrixed environment, fully leveraging all direct and indirect resources and ensuring optimal levels of productivity, service, communications, and quality for assigned customers.

• Direct team activities to ensure full collaboration and partnership and leveraging the company's full complement of resources to support the business.

• Provide direction of Account Directors and Engagement Leaders, focused on delivering value, ensuring quality.

• Mentor employees to elevate skills and opportunities for career advancement.

• Business and operational acumen, experienced in scaled commercial model, negotiation, and value realization.

• Develop and drive growth & account plans, leads client opportunity pipeline sprints, processes, and strategies that improve results for customers, while growing the customer portfolio.

• Team with Alliance partners through proactive relationship development, pipeline mapping and joint account planning to foster co-selling of partner products and services to Merkle customers, and Merkle solutions to partner customers.

• Increases knowledge of the customer's business (and industry) often serving as the customer's first line consultant.

• Plans work, communicates changes, and troubleshoots problems, assuring that the customer and company commitments are delivered.

• Work with the Growth, Capability, and other teams to develop proposal/presentation content and strategy for new business pitches.

• Effectively “on-boards” new customer relationships.

• Proactively works to ensure a highly engaged team staffed with top talent. Hires, retains, develops and engages top level talent that inspires the trust and confidence of our customers and in turn becomes the reason why customers want to work with us.

• Stay current with industry trends and best practices to proactively sell fit for purpose solutions and innovation.

Qualifications:

• Bachelor's degree required

• Minimum 15 years' experience in customer services/customer management in an advertising agency, marketing company, or client-side marketing department with a strong working knowledge of several industries

• Well-versed in the leading Marketing Technologies across B2B, Content Supply Chain, CRM, and Enterprise AI

• Knowledge of CXM/CRM, Digital Marketing, Multichannel/Integrated Ma