Senior Client Partner

Client Partner

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.

The Client Partner oversees and cultivates client relationships 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 align client needs with Horizontal's service offerings to positively impact 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.

What you'll do:

• 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…