Client Partner (Southeast)

Job Profile Summary

The Client Partner is a Business Development Leader who establishes themselves as an expert and business ally to their clients. With a mixture of advocacy and inquiry skills, the Client Partner provides maximum value in every sales interaction. They leverage industry knowledge, challenge assumptions, ask difficult questions, bring insight, and provide solutions to their client’s specific business afflictions and aspirations. Customers will include a range of mid-tier companies, enterprises, and multinational corporations. Client Partners seek to uncover new opportunities and connect the client’s strategic goals/challenges to SoftServe’s suite of service offerings for increased account revenue and wallet share through the creation of new sales opportunities.

Duties & Responsibilities

• Lead business development activities, develop new opportunities in existing client(s), and achieve sales booking and billing targets
• Develop and maintain a Key Account Plan to lead a comprehensive account strategy based on a deep understanding of the client’s pain points and goals
• Build and grow relationships with relevant decision-makers that result in increased account revenue and wallet share
• Use personal expertise to uncover client’s known and unknown needs and goals, communicate and persuasively deliver the value proposition for all the services offered by SoftServe, and present a clear rationale to gain the customer's agreement
• Facilitate the opportunity and proposal management activities; ask relevant questions, exhibit genuine curiosity, evaluate the level of interest, identify areas requiring further information, and facilitate follow-up sessions with the client to monitor progress
• As the customer champion you collaborate in cross-functional teams to build strong relationships: team up with account execs on accounts that will be added to your portfolio, lead account development activities with the customer as well as Partner teams, liaise with services teams to understand customer's business goals, project goals and success for effective cooperation
• Achieve superior NPS scores with clients
• Provide input into Client participation in the SoftServe NPS process, monitor customer satisfaction at each stakeholder level, and initiate changes needed to increase satisfaction
• Provide leadership
• Build trust, expand network and reputation with clients at all appropriate levels, including senior technology and business executives to drive and execute an effective account growth strategy
• Ensure quality data (CRM) to enable effective customer retention and business development activities, identifying and resolving issues
• Ensure operational compliance through a deep knowledge and understanding of the organization's policies, target APMs for accounts and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards
• Understand major IT infrastructure and Security requirements on the client side
• Be an active member of our Client Partner Community, participate in the development of your capabilities (assessment and development planning activities, formal/informal pieces of training, external professional accreditation)
• Expected to embrace our Company Values, as a SoftServian you are committed to promoting and supporting a work environment built upon mutual cooperation and respect for one another
• Collaborate with internal and external stakeholders to support the timeliness of invoice processing
• Leverage client relationships to prompt facilitation of payment, as deemed appropriate
• Crisis resolution (strategizing, approving, communicating, overall support, etc.)

Preferred Competencies & Experience

• Previous Consultative Sales or Customer management with an emphasis on account revenue growth working with MM, Enterprise or large-sized clients
• Strong understanding of IT Consulting and software development terms and concepts, technology, external regulation, and industry best practices
• Working in a fast-paced environment
• Working with multicultural and geographically disbursed teams
• Building a trusted rapport with clients, influencing decision-making, and working across executive and operational levels on the IT and business side
• Tracking multiple Customers and managing legal processes (i.e., contract renewals, negotiations, NDA, etc.)

Required Skills

• Self-driven and highly motivated to excel
• Strong interpersonal and communication skills
• Strong communication, negotiation, and presentation skills

Supervisory Responsibilities

• No direct reports

Qualifications

• Education: Bachelor’s degree in a relevant field (e.g., Information Technology, Business, or related discipline) with advanced degrees being a plus
• Certifications: Relevant certifications in client success/relationship, project management, or leadership (e.g., CBRM, CSAP, ITIL, PMP, etc.) are advantageous

Other Requirements

• Willingness to travel internationally
• Travel >50% of the time
• A global mindset to operate effectively in a matrix environment
• Commitment to maintaining high levels of client satisfaction and business growth