Client Services Partner

Genpact•Boston, MA

About The Position

The Client Services Partner will manage and grow a portfolio of accounts by establishing yourself as a trusted partner and thought leader with your clients. You will be responsible for directing the organic growth strategy across an account portfolio ($4-7MM), including client relationship development, annual account planning, identification of key growth opportunities, driving client satisfaction and overall financial health of accounts within your portfolio.

Requirements

Minimum 7+ years of relevant marketing and technology agency/consulting 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 ability to proactively identify opportunities and risks.
Experience in 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

Be responsible for leading a portfolio of accounts with a focus on retention, growth, satisfaction and financial success.
Partner with leaders across the business to plan, mitigate, inspire and run the portfolio to achieve success measures.
Represent the entire range of Rightpoint’s offerings to facilitate growth with the accounts.
Demonstrate deep client business acumen by aligning category and industry expertise with the client's strategic goals, proactively identifying challenges and unlocking high-impact growth opportunities.
Collaborate with business leaders, partners (Alliances and Genpact) and subject matter experts (SME) to effectively lead annual planning processes to drive retention and strategic growth while maintaining plans throughout the year.
Lead Quarterly Business Review sessions on priority accounts with key stakeholders.
Exemplify strategic curiosity and a visionary, intrapreneurial mindset to identify and drive growth initiatives, navigating ambiguity and unlocking new business opportunities with minimal oversight.
Identify, pursue and convert new business opportunities for Rightpoint within your account portfolio.
Ability to connect consumer/customer insights, digital behavior and business objectives/needs to influence customer experience strategy and implementation.
Partner with SMEs to lead strategy for new business pitches and proposals.
Serve as a trusted advisor for clients, developing C-level relationships, expanding client relationships, and providing proactive client value.
Work closely with C-level executives, constructively challenging a client’s thinking to deliver game-changing customer experience transformation.
Effectively collaborate with Operations, Solution leads, and Practice leads to ensure high quality project work delivery to drive account profitability.
Partner with clients and finance to resolve financial concerns on accounts.
Collaborate closely with the Project Management and Delivery Excellence teams to ensure strategic alignment, timely and on-budget execution, and resolution of delivery challenges, driving exceptional client satisfaction and operational excellence.
Regularly communicate portfolio performance to senior management, including client successes and issues, market opportunities, changing conditions, and any other factors influencing health of the portfolio.
Mentor and coach project team members, providing a supportive work environment based on open communication, trust and regular performance reviews.
Serve as the main point of contact for issue escalation for both clients and internal teams. Works to mitigate risks and resolve issues and concerns in a professional manner.
Act as the Rightpoint “brand steward,” serving as a role model for the organization and representing Rightpoint’s core values when collaborating internally, with clients or with partner agencies.
Adapt and handle additional tasks and responsibilities as needed or directed.