Client Partner

Job Title: Client Partner

Classification: Exempt under the Fair Labor Standards Act (FLSA)

Reports to: Senior Vice President of Delivery

Work Location/Travel: Work is remote or on-site at client location. Percentage of travel to client sites, where the travel occurs, such as locally or in specific countries or states, and whether the travel is overnight, varies.

Job Summary:

The Client Partner manages customer engagement with the goal of proactively taking care of customers and setting expectations to eliminate or minimize escalations. If issues occur, the Client Partner responds to escalations and takes action to resolve the issue and puts processes in place to avoid similar issues in the future. The Client Partner will also be responsible for identification and closing upsell / cross-sell opportunities to grow our accounts. The Client Partner may also play an active role on projects and is staffed on projects, as needed. They play a crucial role in building strong and lasting relationships with the client by overseeing and providing executive leadership.

Duties/Responsibilities:

• Project Responsibilities 
• Utilization Expectations 
• 60%
• Project Roles
• Engagement Director
• Billable Role Examples
• 10-20 hours a week for project $750k+
• 5-10 hours a week for projects under $750k
• Responsibilities
• Facilitates Project Start Process
• Drives Executive Check Ins
• Team Alignment to standards and delivery excellence
• QA’s Final Deliverables 
• QA’s Change Orders
• Communicates Risks and Mitigation Plans to the Executive team. 
  • Foster positive relationships with our customers as their primary point of contact
  • Analyze financial data, such as revenue, expenditures, and project budgets, to write more relevant and accurate proposals
  • Help clients implement services and plan projects effectively
  • Lead on many different projects to ensure cohesion between project teams
  • Address customer issues with speed and efficiency
  • Build productivity within teams for better and more efficient execution of tasks and projects
  • Conduct meetings with employees and clients to find solutions to problems and strengthen partnerships
• Organizational Responsibilities  
  • Plays an active role in interviewing, providing feedback, and influencing hiring decisions. 
  • Maintains regular cadence with and direct development of the offshore team by providing feedback and guidance to offshore training, recruiting, and forecasting.  
  • Participates in Sales and Staffing Forecast weekly meetings.
  • Influences and advocates for staffing on projects prior to project kick off. Works with recruiting to identify skill/expertise gaps and recruiting for project needs.   Approver of Staffing Plan, Project readiness to Start  
  • Helps with presales activities as required, building Timeline and Resource Plans, SOWs, and RFPs.  
  • Understands contract terms, SOWs, and customer terms and conditions.
  • Participates in Sales to Delivery transition meetings and owns the process of initiating projects.
  • Identifies, manages, and closes change orders, additional opportunities with customer and partner relationships.
  • Works with PMO to understand documented processes, add to existing gaps, and ensure delivery is using the methodologies published by PMO and Knowledge Headquarters as intended.  
  • Thoroughly understands and coaches others on budget management.
  • Serves on project steering committee
  • Influencing and implementing delivery processes, tools, standardization, and controls to align with the rest of the organization.  
  • Serves as a mentor and career coach to assigned delivery team members within the organization.  Provides feedback on performance.
• Maintain and pursue continuing education opportunities, such as training and certification exams.
• May be engaged with Speaking opportunities and / or advisory services.
• Participate in internal projects.
• Provide expertise and help to others, as needed, on projects.

Competency:

• Thorough understanding of information technology procedures and practices.
• Ability to manage and coordinate projects for Apex IT’s largest and most strategic and significant customers
• Excellent verbal and written communication skills
• Excellent consulting and presentation skills
• Flexible to changing needs.
• Organized with attention to detail.
• Good at follow-up
• Willingness to get hands on with the product.
• Works well with a team
• Excellent analytical, logical thinking, and problem-solving skills.
• Proficient with, or able to quickly become proficient with, a range of general and specialized applications, software, and hardware used in the organization and the industry.
• Proficient with Microsoft Office Suite or related software.

Supervisory Responsibilities:

• May assist with training members of the technical staff.
• May conduct interviews.
• Assigns duties and responsibilities and oversees workflow of project staff.
• May conduct project performance evaluations that are timely and constructive.

Work Environment:

The work environment is remote or on-site at a client location. While remote, employees are expected to provide an office space for themselves with a professional background (including virtual backgrounds) and noise level.

Physical Requirements:

• Prolonged periods sitting or standing at a desk and working on a computer.
• Bending, sitting, lifting, driving.

Position Type and expected hours of work:

• Full time work

Required Education and Experience:

• Bachelor’s degree in Computer or Information Science-related field or commensurate experience required.
• At least 25 years of related industry experience required in a senior level / management position
• VP, SVP, CTO/CIO Industry Experience in a large companyHas been a customer of consulting services and hired and managed consulting organizations for significant project work
• Knowledge and understanding of project management principles
• Ability to establish priorities, meet deadlines, and solve problems
• Familiar with developing and tracking budgets

Preferred Education and Experience:

• PMP or AGILE Certifications
• Professional Services Experience
• Sales Experience
• Experience in Oracle or Salesforce

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.

• Comprehensive Medical Insurance (Preferred Provider Organization (PPO) High Deductible or Copay plans) with Wellness Program and Teledoc
• Health Savings Account (HSA)
• Medical Flexible Spending Accounts (FSA) – Full and Limited Purpose
• Dental Insurance Options
• Vision Insurance Options
• Critical Illness Insurance
• Accident insurance
• Hospital Indemnity Insurance

• Profit-Sharing Program
• 401(k) Program (available after eligibility period)
• Travel Incentive
• Employer-Paid Life and Accidental Death & Dismemberment Insurance
• Employer-Paid Short-Term Disability
• Employer-Paid Long-Term Disability
• Dependent Care Flexible Spending Account (FSA)
• Bi-Weekly Pay via Direct Deposit
• Employee Discount Marketplace

• Life Insurance
• Pre-Paid Legal
• Pet Insurance

• Paid Time Off, Paid Sick Leave, Paid Holidays
• Flexible Scheduling
• Remote Work
• Learning and Development Activities
• Employee Assistance Program