Client Services Partner - Financial Services

rightpoint•Chicago, IL

About The Position

The Client Services Partner will manage and grow a portfolio of Financial Services accounts valued at $4–7MM by becoming a trusted partner and thought leader to clients. The role leads the portfolio’s organic growth strategy, including relationship development, annual account planning, identifying growth opportunities, improving client satisfaction, and supporting the financial health of accounts. The position works with business leaders, alliances, subject matter experts, and delivery teams to retain and grow accounts, represent Genpact’s offerings, and ensure strategic alignment and successful project delivery. The Client Services Partner develops C-level relationships, advises clients on customer experience transformation, oversees account performance and escalations, and mentors project team members. The role also represents Genpact Experience’s values with clients, colleagues, and partner agencies.

Requirements

Minimum 7+ years of relevant Financial Services experience leading and building client relationships.
Bachelor’s degree or commensurate experience.
Strong experience working with cross-functional teams consisting of Creative, Experience Design, and Technology practice groups.
Excellent communication and interpersonal skills.
Ability to resolve complex issues and concerns professionally.
Strategic mindset with the ability to proactively identify opportunities and risks.
Experience overseeing multiple programs or accounts concurrently with minimal guidance.
Proven track record of driving account growth, expanding service offerings, and contributing to new business development through strategic leadership and trusted client partnerships.

Responsibilities

Lead a portfolio of Financial Services accounts, focusing on retention, growth, satisfaction, and financial success.
Partner with business leaders to plan, mitigate risks, and manage the portfolio toward success measures.
Represent the full range of Genpact offerings to facilitate account growth.
Align category and industry expertise with client strategic goals, identify challenges, and pursue high-impact growth opportunities.
Collaborate with business leaders, alliances, and subject matter experts on annual planning to drive retention and strategic growth, and maintain plans throughout the year.
Lead Quarterly Business Review sessions on priority accounts with key stakeholders.
Identify and drive growth initiatives and new business opportunities for Genpact Experience within the account portfolio.
Connect consumer and customer insights, digital behavior, and business objectives to influence customer experience strategy and implementation.
Partner with subject matter experts to lead strategy for new business pitches and proposals.
Develop trusted-advisor relationships with clients, build C-level relationships, expand client relationships, and provide proactive client value.
Work with C-level executives to challenge client thinking constructively and deliver customer experience transformation.
Collaborate with Operations, Solution leads, and Practice leads to ensure high-quality project delivery and account profitability.
Partner with clients and Finance to resolve account financial concerns.
Work with Project Management and Delivery Excellence teams to ensure strategic alignment, timely and on-budget execution, and resolution of delivery challenges.
Communicate portfolio performance to senior management, including successes, issues, market opportunities, changing conditions, and other factors affecting portfolio health.
Mentor and coach project team members, fostering open communication, trust, and regular performance reviews.
Serve as the main point of contact for client and internal-team escalations, mitigating risks and resolving issues professionally.
Represent Genpact Experience as a brand steward and role model, upholding its core values in interactions with colleagues, clients, and partner agencies.
Handle additional tasks and responsibilities as needed or directed.