Job Description
To serve as the pivotal link between Clients, Internal Teams (Sales, Delivery, Account Management), and other third-party vendors to ensure the seamless implementation of our projects. This role is dedicated to aligning all stakeholders, overseeing project progress and proactively addressing any challenges to achieve successful implementation outcomes. The job holder will play a crucial role in ensuring that the client’s expectations and overall experience are carefully monitored and prioritised throughout the project. The position focuses on maintaining strong client relationships, anticipating concerns and ensuring that any potential issues are communicated to the delivery teams for timely resolution. By monitoring the emotional and relational aspects of client interactions, the Client Partner can help prevent issues from arising, ensuring smooth project delivery and maintaining strong, positive client relationships.
Responsibilities
The No.1 task is to ensure the successful implementation of projects and happy clients.
Proactive Communication & Alignment
* Establish regular communication channels with the client to provide updates, gather feedback and discuss any potential concerns.
* Communicate client feedback and concerns to the delivery teams in a constructive manner, facilitating proactive problem solving. Understand their evolving expectations, goals and concerns as the project progresses and ensure that those expectations are aligned with the project’s scope, timelines and deliverables.
* Ensure the client feels supported and informed throughout the project, preventing issues from escalating.
* Act as the central point of contact between the client, internal teams and other third-party vendors.
Emotional Intelligence & Client Advocacy:
* Monitor the emotional climate of the client relationship, identifying signs of dissatisfaction or frustration early.
* Act as the client advocate within the company, ensuring that their concerns are heard and addressed by the relevant teams.
* Provide clients with reassurance and guidance during critical phases of the project to maintain trust and confidence.
High-Level Monitoring
* Oversee the overall client experience, identifying anything that could indicate potential issues.
* Work closely with Operations/Delivery Managers to ensure that client concerns are addressed without disrupting project timelines.
* Monitor KPI’s related to client satisfaction and use this data to inform strategy and decision making.
* You will be required to hit revenue targets.
Client Relationship Building:
* Foster strong, long-term relationships with clients during and after the project to assess their satisfaction and identify areas for improvement.
* Share insights with internal teams to refine processes, enhance client interactions and improve future project outcomes.
* Contribute to the development of best practices for client relationship management and experience enhancement.
Experience and Key Skills
1. Strong background in client relationship management, ideally within a software systems integration context.
2. High emotional intelligence and the ability to read and respond to client emotions effectively.
3. Excellent communication skills, both verbal and written, with a talent for managing expectations and delivering difficult messages diplomatically.
4. Strategic thinking and the ability to anticipate client needs and concerns before they arise.
Performance Metrics
* Revenue Targets
* Number and resolution rate of client concerns raised during the project
* Strength of client relationship as evidenced by repeat business or positive referrals
* Feedback from internal teams on the effectiveness of communication and client advocacy
* Reduction in client escalations due to proactive management.