Job Description
The Client Partner is the Merkle senior client lead for the client or portfolio of accounts where you are assigned, the CEO of the Portfolio:
- PRIMARY RESPONSIBILITY: Achieve/exceed profitable revenue goals for the Client or portfolio of clients where you are assigned. Accountable for management of high Client Satisfaction that is driven by the Client Service team and the Delivery team.
- CLIENT GROWTH: Ensure our programs/efforts and ideas help drive results and grow our Client’s business
- Understand client business goals
- Engage client decision makers where our services align to their business needs
- Present new ideas on program improvement and opportunity areas on a regular basis
- MERKLE GROWTH: Ensure we are expanding and growing Merkle services/capabilities with our Clients
- Engage with senior Client executives on a regular basis to promote the Merkle Brand and value proposition
- Growth is a result of ongoing senior client relationship management and engagement, reinforcing our knowledge of their business and being the “trusted advisor” to that client (earning high satisfaction scores for all critical clients)
- Growth is a result of a continuous flow of business-building ideas, that stem from our knowledge of the client and the performance of our teams/programs
The Client Partner is passionate about forming and driving successful client relationships and can successfully interact with senior/executive level clients.
This individual manages growth and evolution of multiple client relationships between $5-$20 million in annual net revenues and can lead complex multi-dimensional engagements that combine media and creative services, data management, consulting, and large technology deployments. This person is a high-energy leader with the ability to grow client relationships through presenting new strategies and innovative ideas.
The Client Partner is experienced in leading teams, Client Service professionals as well as multidisciplinary teams in a matrixed environment. These individuals also have a strong operational acumen in operating their clients’ business to meet financial targets.
Key Responsibilities
- Proven track record of creating happy customers. Own overall client satisfaction and the continuing growth and evolution of the clients. Accomplished by ensuring we deliver results, strong work product and cultivating strong client relationships.
- Responsible for a portfolio of accounts:
- Executive engagement, client expectations, value reinforcement, cross-sell, required to be strategic about engagement strategies that lead to relationship building at C-level.
- Leadership and direction of Account Directors focused on driving day to day client relationships, delivering value, ensuring quality. Also, responsible for mentoring employees to elevate opportunities for growth. Oversee Account Directors in the management of all commercial aspects of the client relationship including contracts, pricing, profitability, internal revenue and profit forecasting.
- Accurately plan and forecast revenue growth to achieve their net revenue and margin targets.
- Directs team activities to ensure full collaboration and partnership and leveraging the company’s full complement of resources to support the business.
- Engage with senior level client contacts across all areas of the client’s business on a regular basis, delivering a continuous flow of business-building ideas, while securing relationship and performance feedback.
- Develop and drive growth & account plans, processes, and strategies that improve results for clients, while growing the account portfolio.
- Continually increase knowledge of the client’s business (and industry) often serving as the client’s first line consultant.
- Provide leadership and direction to client and capability teams, fully leveraging all direct and indirect resources and ensuring optimal levels of productivity, service, communications, & quality in a matrix environment for assigned clients.
- Effectively plan work, communicate changes, and troubleshoot problems, assuring that the client and company commitments are kept.
- Work closely with the sales team to develop proposal/presentation content and strategy for new business pitches.
- Effectively “on-board” new client relationships.
- Proactively work to assure a highly engaged team staffed with top talent. Hires, retains, develops and engages top level talent that inspires the trust and confidence of our clients and in turn becomes the reason why clients want to work with us.
- Works to stay current with industry trends and best practices to proactively sell fit for purpose solutions and innovation.