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Client/Partner Account Manager – Frankfurt Germany

Germany
Job Code - ST617
Experience - Experience in cutting edge IT consultancy, software solutions, have superior customer satisfaction. C+ level experience, negotiation skills and more

About our client

With over 24 years of experience in digital consulting and software development, our client operates at the cutting edge of technology. Our client reveals, transforms, accelerates, and optimises the way large enterprises and software companies do business. With expertise across healthcare, retail, media, financial services, software, and more, we implement end-to-end solutions to deliver the innovation, quality, and speed that our clients’ users expect.

The Role

We are looking for an experieced Client Partner with a business development leader mentality, a professional with strong Sales/Customer management or strong Client-facing project management experience that drives the effort to identify and close revenue growth and reasonable profit opportunities within portfolio of existing clients by driving their success, establishing multi-level long term relationships and being customer advocate. Serves as primary relationship owner for an assigned group of client accounts with responsibility for retention and growth. Leads client on-boarding and establishing “referral” status. Ensures clients derive maximum value from our services.  Our candidate is willing to travel a minimum of 30% to client and team locations.

Responsibilities

Business development:

  • Understand clients business and strategy, and provide ideas, solutions and services to support their growth, have access to the end clients of the company;
  • Understand external environment attributes: regulatory and compliance requirements, business domain (incl. terminology), market landscape;
  • Create a strategy for an account, identifying add-on business opportunities;
  • Generate the list of opportunities for the next deals;
  • For each opportunity: understand business dial essentials – business need to solve, budget and planned milestones, understand who the competitors are, identify decision makers, supporters and adversaries; understand their reasons, make sure business value prop is clearly defined and addresses how stakeholders achieve their goals;
  • Guide proposal activity, review SOW and proposals for completeness and risk, make sure SoW contains essential solution attributes where applicable: product implementation/ deployment/ maintenance/ support/ transition/ knowledge transfer parts;
  • Guide presentation activities, conduct business reviews.

Client operational excellence:

  • Manage legal relationship (i.e. contract renewals, NDA, etc.), lead renewal negotiation process, get on approved vendor list where applicable;
  • Manage customer activity operations;
  • Manage contacts (i.e. in CRM);
  • Manage invoicing process;
  • Setup communication with stakeholders;
  • Understand major IT infrastructure and Security requirements at client side.

Form meaningful relationships with different groups:

  • Establishing multi-level long term relationship with groups critical to the engagement success on client side and being customer advocate ,understand corporate structure, relations and dependencies between departments;
  • Integrate with the client team to search for opportunities for client in context of services provided by the company, ensures that the clients derive maximum value from our services;
  • Serve as primary relationship owner for an assigned group of client accounts with responsibility for retention and growth;
  • Verify/revalidate that delivery and cooperating model conforms to client needs;
  • Bridge to resolving and identify proper methodology, tools and team related issues with client-side executives;
  • Build a comprehensive profile of client organisation decision makers and seek to get visibility and audience “up” and “across” the client organisation, ensure establishing Champion relationship with key stakeholders;
  • Work with Marketing Dept. to develop and implement referral and reference program, establish the “referral” status with client;
  • Understand client’s procurement culture and process;
  • Understand client’s corporate budgeting process;
  • Understand the details of eco-system(partners and vendors) used by the company to drive business, build effective model working with other vendors and partners if any.

Achieving superior customer satisfaction scores with clients by ensuring premium customer experience:

  • Understand corporate culture (decision making style, management style, communication, valuing time);
  • Provide input into Client participation.
  • Customer Journey Evaluation process (Win/Loss Analysis, Customer Expectations Score, Customer on-boarding, NPS etc)Ensure accountability for the Delivery and Delivery Excellence at our client;
  • Monitor customer satisfaction at each stakeholder level and initiate changes needed to increase satisfaction;
  • Ensuring clients use and receive value from us
  • services and solutions they have been purchased, set-up and demonstrate/prove the quality of delivery that Client is receiving;
  • Lead action plans for detractors and passive, validate them for the effectiveness and quality, lead action plans for leveraging promoters into referral program;
  • Ensure accountability for the Delivery and Delivery Excellence at our side;
  • Ensure premium customer experience at every client’s touchpoint, understand and follow Customer Experience Framework;

Collaborate with the Account Executive on accounts that will be added to your portfolio:

  • Leads client on-boarding (incl in according to client vendors management policy if any, bi-directional cooperation model setup, communications, QBRs etc.);
  • Be an active member of Client Partnership Community.

Qualifications

Specialised Knowledge:

  • Good understanding of IT Consulting and software development terms and concepts;
  • Good understanding of Business (how to make the client successful

Skills and Abilities:

  •  Strong Communication skills;
  • Strong project management skills;
  • Good organisational skills;

Professional certification:

  • Client Centric (Client Advocate);
  • Flexible, creative;
  • Relationship oriented;
  • Education and degree: Bachelors in Information Technology (or related).

 

All qualified applicants will receive consideration for employment without regard to race, colour, religion, age, sex, national origin, disability, sexual orientation, gender identity/expression, or protected veteran status. Our client is an Equal Opportunity Employer.

Package

Basic: 70,000 Euros

OTE: 130,000 Euros

Benefits package

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