Client Partner

Position Summary

Client Partner (CP) owns the commercial performance and strategic relationship for a portfolio of WFX customers. CPs are accountable for renewal execution and expansion growth by leading outcome‑based customer conversations and orchestrating internal resources (CSM, Advisory/Pre‑Sales, Delivery Owner, Deal Desk). The CP is the quarterback of the account team and ensures the right specialists engage at the right time with a single, consistent customer narrative.

WFX is building a GTM model that scales through segmentation, pod‑based coverage for Strategic accounts, standardized commercial workflows, and empowered delivery
. The CP exists to:

• Drive profitable retention + growth (GRR/NRR) in the installed base
• Build executive relationships that reduce churn risk and increase strategic relevance
• Create and close expansion opportunities using a repeatable playbook
• Protect time for selling by moving “paper” and operational work to the right functions
• Ensure delivery commitments and commercial commitments remain aligned

• Renewals closed on time with minimal surprises and controlled concessions
• Expansion growth driven by account planning and repeatable plays
• Executive‑level trust and multi‑threading across key stakeholders
• Forecast integrity (renewal + expansion) leadership can rely on
• Internal orchestration that reduces friction and accelerates customer decisions

CPs own a customer portfolio aligned to WFX segmentation tiers (A1/A2/B1/B2), with coverage intensity based on tier.

1. Coverage intent by tier

CP focus

Coverage posture

A1

Deep strategic coverage, exec governance, multi‑threaded expansion

Pod‑led, high intensity

A2

Retain and selectively expand, strong governance with lighter intensity

Pod‑led, moderate intensity

B1

Create expansion pipeline, prioritize accounts with clear upside

Scaled coverage + targeted specialists

B2

Retain efficiently, low‑touch motions, exceptions only

Tech‑touch / pooled support

1. Customer strategy and executive relationships

• Own the account plan (A1/A2 required, B1 simplified) tied to customer outcomes and WFX growth priorities
• Build and maintain executive sponsor maps and relationship strategies
• Lead Q /EBRs for Strategic accounts, ensuring each produces clear next actions and measurable value narratives
• Serve as the primary commercial escalation point for executive‑level issues and risk

2. Renewal ownership and retention execution

• Own renewal outcomes end‑to‑end: strategy, negotiation approach, internal alignment, and signature
• Drive renewal discipline using a renewal runway approach (120/90/60/30 milestones) in partnership with CSM and Deal Desk
• Coordinate approvals and exceptions through defined governance paths
• Protect profitability by aligning renewals to pricing/margin guardrails and approved exception processes

3. Expansion and growth

• Build and advance expansion pipeline through account‑based discovery, targeted plays, and multi‑stakeholder alignment
• Own commercial close on expansions, including bundled solutions across services, managed services, AI, and ecosystem capabilities
• Keep the solution narrative anchored on measurable outcomes and value realization
• Partner with Advisory/Pre‑Sales and Delivery Owner to translate customer needs into feasible, scoped outcomes

4. Orchestration and operating cadence

• Lead the internal pod rhythm for Strategic accounts (cadence appropriate to tier and complexity)
• Ensure role clarity across CSM, Advisory/Pre‑Sales, Delivery Owner, and Deal Desk to prevent work leakage
• Maintain CRM hygiene and forecast accuracy for renewals and expansions
• Capture key account intelligence and stakeholder context in the system of record

(MUST BE ENFORCED)

• Owns the final recommendation on commercial strategy for renewals and expansions
• Can commit to delivery‑related milestones only when Delivery Owner confirms feasibility and scope assumptions
• Can request pricing structures and quote development via Deal Desk within standard guardrails
• Escalates margin exceptions, non‑standard terms, and high‑risk commitments via defined approval paths

(TO PREVENT ROLE DRIFT)

The…