Role Description
The Client Partner oversees and cultivates client relationships to deliver measurable business impact to our clients. The Client Partner is responsible for overseeing the growth, management, retention, and satisfaction of their portfolio of clients.
The ideal candidate has a fervent passion for transforming customer experiences through experience strategy and technical implementations. They have a proven track record of managing, retaining, and persistently expanding within their client portfolio – proactively guiding clients through meaningful changes and directly impacting profitable year-over-year growth for their consultancy.
The Client Partner deeply understands their client’s business strategy and goals, within broader industry context, and can effectively align client needs with Horizontal’s service offerings to positively impact our client’s business and their customer experiences.
The Client Partner has insatiable curiosity for navigating complex business and digital strategies, motivating and advising clients through significant transformation, while also contributing to a vibrant culture within Horizontal.
What you’ll do:
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Directly lead and manage a portfolio of multiple accounts, typically $5-10M.
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Build advisory relationships that result in business impact and revenue growth:
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Understand our client’s business challenges and guide them to appropriately use the Horizontal methodology and solutions to drive business impact.
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Network within a client organization; create, own, and expand senior and executive relationships.
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Conduct and create opportunities for advisory conversations through industry thought leadership, relevant case studies, best practices, and compelling business insights.
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Own the 360-degree view of our clients (their organization, remit, reporting structure, goals, and financing).
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Lead client mapping activities — ensuring client relationships are nurtured with the ideal personnel from Horizontal.
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Foster internal curiosity with our clients’ business, experience, technology, and brand goals amongst the Horizontal team.
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Lead the successful onboarding of Horizontal to client and client to Horizontal, including project kickoff and a seamless transition to delivery leadership.
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Leverage your industry expertise to guide clients through the myriad of solutions and opportunities to ensure clients make confident, informed decisions.
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Oversee customer satisfaction measurement for your portfolio of accounts and guide teams through improvement strategies when applicable.
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Partial billability (25-50%) when doing hands-on strategy or delivery work.
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Drive organic growth and ensure account-level profitability:
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Author and execute a strategic plan for each of your accounts, articulating, pursuing, and landing opportunities to expand Horizontal’s footprint within the client organization.
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Build stewardship with clients, acting as their strategic consultant, solidifying relationships and ensuring profitable year-over-year growth.
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Manage revenue closely, ensure all opportunities are accurately reflected and forecasted, and uphold annual commitments.
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Lead scope definition across multiple complex client accounts, including shaping ambiguous asks into proposals and contracts.
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Maintain a thorough understanding of the Horizontal service offerings and partnerships to enable cross-selling across capabilities and solutions.
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Form strong partnerships with internal Horizontal capability teams:
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Inspire and support delivery excellence while representing the client voice to ensure we meet client expectations and drive outcomes.
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Partner on new business efforts to bring your industry expertise to set up new engagements for success.
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Partner with delivery and operations to ensure forecasts are clean and accurate.
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Produce case studies with capabilities teams to highlight business value delivered to our clients.
Who you are:
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You are a solution-oriented, customer experience enthusiast who can understand and support a program with complex business, user experience, and technical challenges.
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You have a thirst for knowledge – especially business acumen – and thrive in creating commercially viable opportunities for the firm that drive growth for clients.
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You see ambiguity through the lens of opportunity, rather than of concern.
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You are recognized as trusted and accountable in relationships with clients, colleagues, partners, and other industry professionals.
How you will be measured:
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Ability to identify and roadmap account strategies and OKRs ensuring a measurable approach to the impact Horizontal has on our clients’ businesses.
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Ability to expand Horizontal Digital’s service offering in support of achieving client’s business goals.
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Revenue and account margin targets.
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Client satisfaction measured by NPS measurement.
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Partner certifications where applicable.
What you bring:
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Exemplary stakeholder management and communication skills.
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Proven experience in growing key and growth clients, of $5M+.
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Ability to define and drive strategic vision and orchestrate and create consensus around ideas and concepts to drive outcomes.
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Strong leadership and communication skills: ability to lead meetings and presentations with senior clients, as well as inspire, organize, and create consensus around ideas and concepts internally.
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Experience in Healthcare, Financial Services, Travel & Hospitality, Manufacturing, and/or CPG vertical preferred.
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Industry expertise and experience for your relevant industry focus area.
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Experience with Sitecore, Optimizely, Contentstack, and/or other composable DXP preferred.
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Strong financial acumen: skilled in forecasting and revenue management.
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Bachelor's degree and minimum of 10 years of experience in a digital agency, consultancy, or digital product development environment.
