Senior Client Partner

Horizontal Digital

About The Position

At Horizontal Digital, we hold ourselves to one key belief: You’re only as good as your worst customer experience. This mantra is what drives our digital consultancy to think beyond the easy answers and instead create websites, apps, portals and other experiences that solve customer needs for Fortune 500 companies in intuitive and empathetic ways. And we make this lofty standard a reality by fusing strategy, data, design and technology together to arrive at solutions that set the bar higher for everyone. We use these values to fuel superior results: Lock arms We forge relationships that make our impact 1,000x stronger. This means working across departments and engaging both our clients and our communities to deliver the greatest good. Show hustle We’re not ones to sit on our hands and wait. Instead, we anticipate opportunities, collectively roll up our sleeves and find ways to execute the exceptional. Embrace change From new technologies to workplace philosophies, we welcome the unexpected and constantly anticipate what’s next. Elevate empathy We listen before we take action. This means understanding a variety of perspectives and holding ourselves to a higher standard of accountability. Never settle We motivate each other to push past the easy answers and collectively arrive at bigger, more inspiring ideas. But enough about us. Let’s talk about you. The Client Partner oversees and cultivates client relationships that in order to deliver measurable business impact to our clients. The Client Partner is responsible for overseeing the growth, management, retention, and satisfaction of his or her portfolio of clients. The ideal candidate has a fervent passion for transforming customer experiences through experience strategy and technical implementations. They have proven track record of managing, retaining and persistently expanding within their client portfolio – proactively guiding clients through meaningful changes, and directly impacting profitable y-o-y growth for their consultancy. The Client Partner deeply understands their client’s business strategy and goals, within broader industry context, and can effectively aligning client needs with Horizontal’s service offerings to positively impacting 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.

Requirements

You are a solution-oriented, customer experience enthusiast who can understand and support a program with complex business, user experience and technical challenges, and have a proven track record supporting client and internal teams in achieving business results for our clients.
You have a thirst for knowledge – especially business acumen – and thrive in creating commercially viable opportunities for the firm that drive growth for clients.
You see ambiguity through the lens of opportunity, rather than of concern.
You are recognized as trusted and accountable in relationships with clients, colleagues, partners, and other industry professionals.
Exemplary stakeholder management and communication skills
Proven experience in growing key and growth clients, of $5M+
Ability to define and drive strategic vision and orchestrate and create consensus around ideas, concepts to then drive outcomes.
Strong leadership and communication skills: ability to lead meetings and presentations with senior clients, as well as inspire, organize and create consensus around ideas, concepts and approaches internally.
Strong financial acumen: skilled in forecasting and revenue management
Bachelor's degree and minimum of 10 years of experience in a digital agency, consultancy or digital product development environment.

Nice To Haves

Experience in Healthcare, Financial Services, Travel & Hospitality, Manufacturing and/or CPG vertical preferred
Industry expertise and experience for your relevant industry focus area.
Experience with Salesforce (Marketing Cloud, Einstein Analytics, Experience Cloud, Core) and Sitecore, Optimizely, Contentstack and/or other composable DXP preferred.

Responsibilities

Directly lead and manage a portfolio of multiple accounts, typically $5-10M
Build advisory relationships that result in business impact and revenue growth:
Ability to understand our client’s business challenges and guide them to appropriately using the Horizontal methodology and solutions to drive business impact.
Ability to network within a client organization; create, own and expand the senior and executive relationships within a clients’ organization.
Ability to conduct and create opportunities for advisory conversations through the power of industry thought leadership, application of relevant case studies and best practices, and compelling business insights.
Own the 360-degree view of our clients (their organization, remit, reporting structure, goals, and financing).
Lead client mapping activities — ensuring client relationships are nurtured with the ideal personnel from Horizontal.
Foster internal curiosity with our clients’ business, experience, technology and brand goals amongst the Horizontal team.
Lead the successful onboarding of Horizontal to client and client to Horizontal, including project kickoff and a seamless transition to delivery leadership.
Leverage your industry expertise to guide clients through the myriad of solutions and opportunities to ensure clients have the opportunity to make confident, informed decisions.
Oversee customer satisfaction measurement for your portfolio of accounts and guide teams through improvement strategies when applicable.
Partial billability (25-50%) when doing hands on strategy or delivery work.
Drive organic growth and ensure account-level profitability:
Ability to 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.
Ability to build stewardship with clients, acting as their strategic consultant, solidifying relationships and ensuring profitable YoY growth.
Manage revenue closely, ensure all opportunities are accurately reflected and forecasted, and uphold annual commitments.
Lead scope definition across multiple complex client accounts – including shaping ambiguous asks into proposals and contracts, including defendable statements of work, but with a focus on achieving mutually beneficial outcomes for client and consultancy.
Maintain a thorough understanding of the Horizontal service offerings and partnerships to enable cross selling across capabilities and solutions — creating sustainable and diverse portfolios.
Form strong partnerships with internal Horizontal capability teams:
Inspire and support delivery excellence while representing the client voice to ensure we are meeting client expectations and driving outcomes.
Partner on new business efforts in order to bring your industry expertise to set up new engagements for success.
Partner with delivery and operations to ensure forecasts are clean and accurate.
Produce case studies with capabilities teams to highlight business value delivered to our clients.
Ability to identify and roadmap account strategies and OKRs ensuring a measurable approach to the impact Horizontal has on our clients’ businesses
Ability to expand Horizontal Digital’s service offering in support of achieving client’s business goals.
Revenue and account margin targets
Client satisfaction measured by NPS measurement
Partner certifications where applicable