Client Partner; VP,AVP

Job Title:
Client Partner (VP, AVP)

Employee Type:
Individual Contributor

Job Purpose:

• Drive customer success and retention through effective C- C-level engagement, coaching, program strategies, and solutions. Proven ability to build trusted client relationships that drive increased customer loyalty and annual recurring revenue (AAR).
• A Client Partner serves as a strategic link between the Company and our customers, to strengthen and expand the relationships between the company and its clients, ensuring clients derive maximum value from the company's Products (Offerings and Services), and results in enhanced customer satisfaction, retention, and growth. The Client Partner is accountable for KPIs based on:
• Annual Recurring Revenue (ARR) Growth.
• Gross Margins for Product and Service offerings.
• Customer Satisfaction and commitment to further invest in additional products and services.
• The Client Partner is assigned to new sales pursuits, to a portfolio of active customers, and is responsible for driving successful business growth within their portfolio.

Essential Duties and Responsibilities include the following:

Relationship Management

Build and maintain strong, executive-level, long-lasting client relationships.

Understand the client’s business objectives and challenges.

Position the Company SaaS solution as a strategic tool to address those needs.

Service as the primary point of contact for the client’s Executives, acting as a liaison between the customer and the company's internal management.

Maintaining strong relationships with the client’s System Integration and Advisory partners.

Account Growth (30%)

• Accountable for the revenue and financial performance forecast for the expanding portfolio.
• Advise clients on mechanisms to optimize our Products and Services
• Identify and pursue opportunities to upsell and cross-sell within the existing portfolio of accounts.
• Collaboration across the company to identify and target business opportunities within the client’s organization.

Implementation Offer and Negotiations (25%)

Owns the price/offer, contract definition, and negotiations for the packaging of Companies Products and Solutions. Communicate the engagement approach to the customer.

Ensure that all active engagements have executed contractual agreements.

Product (Offerings and Services) Feedback (10%)

• Collect feedback from clients regarding the product's features, user experience, and overall performance.
• Facilitate bidirectional alignment of strategic objectives and roadmaps.
• Represent the voice of the client internally, advocating for their needs and priorities.

Customer Satisfaction, Retention, and Renewal (10%)

• Monitor client health and proactively address any signs of dissatisfaction or potential churn.
• Manage and oversee the renewal process for all Offerings and Services for existing accounts.

Behavioral and Interpersonal:

Experience in account management, customer success, or a similar client-facing role, preferably in the SaaS industry.

Strong communication and interpersonal skills with an aptitude for building strong client relationships.

Proven ability to juggle multiple client accounts at a time, while maintaining sharp attention to detail.

Problem-solving skills, based on complex business processes, applying a consultative approach to understanding client needs and delivering solutions.

Maintain focus and customer engagement regarding industry and market trends.

Understanding of SaaS metrics and KPIs related to customer success and churn.

Familiarity with SaaS platforms and tools, including CRM and customer success software.

Ability to influence, in a multicultural environment, multi-party program performance and strategic planning, while applying a company orientation and providing thought leadership.

Sphere of Influence:

• Client Relationships.
• Partners and company management.
• Our teams that are delivering SaaS Solutions, Delivery, and Support.

Education and Experience Requirements:

• Minimum Level of
  
  Education:
• BA/BS Technical Degree or equivalent experience
• MBA preferred

Degree of Financial Responsibility:

Budget: X

Sales Quota: X

Type of Experience and Minimum Number of Years:

• 10+ years – SaaS software and technology-enabled Transformation.
• Insurance industry focused with a background either as an analyst/technology employee of an insurance company or having acted as a consultant providing services to insurance companies.

Travel Requirements (domestically and internationally–to client/other sites). Select One:

• 50 to 75%