Client Partner

ibase-t • Remote (Other / Non-US, United States) • 1w ago

About Job

The Professional Services Client Partner will be responsible for defining scope, deliverables, schedules, project cost, and pricing for professional services opportunities, as well as establishing and building value-added solution roadmaps, partnering with customers to realize their ROI, and build strong relationships with customer executives. This role serves an essential function in establishing the company's unique service offerings, supporting the growth of the company, and ensuring customer satisfaction and loyalty.

Skills & Qualification

Bachelor’s degree in Business, Manufacturing, Operations, Engineering or a related field.

Minimum of 10 years of experience in professional services, with at least 5 years in a client-facing role in the Aerospace and Defense market.

Proven track record of managing large-scale projects and delivering successful outcomes with Aerospace and Defense customers.

Strong understanding of software development and implementation processes.

10+ years of experience working with customers to solve Manufacturing and Operations related challenges.

Excellent communication, negotiation, and presentation skills.

Ability to build and maintain strong relationships with clients and internal stakeholders.

Strong problem-solving and analytical skills.

Ability to work independently and as part of a team.

Preferred Qualifications:

Master’s degree in Business Administration, Operations or Engineering.

Experience working in a software company or technology consulting firm.

Knowledge of CRM systems and other enterprise software solutions.

Knowledge of Solumina in application of MES, MRO or Supplier Quality solutions

Key Performance Indicators:

Every account in the Client Partners portfolio has a customer value roadmap with explicit measures being tracked and monitored in the QBR with the customer

Faster Time To Value – new implementation timelines decrease from xx weeks to yy weeks

Account growth plans are directly tied to the Customer Value Roadmap

Risk for customer renewals is minimal to non existent as the Client Partner has insured that the customer has achieved their ROI through actions of the implementation, follow on consulting work and ensuring customer executives have acted on their OCM and Adoption Plans.

At least one customer story is available in the customer reference database and customer presents at Excelerate every year.

Responsibilities

Pre-Sales and Solution Development:

Participate in the pre-sales process representing the Professional Services organization developing ROI analysis, value mapping and account plans.

Work closely with Solution Engineers, Account Executives, and partners to develop comprehensive solution proposals and Statements of Work for customers and execute structured close plans to win opportunities.
Customer Collaboration and Relationship Management:

Collaborate with customers to develop deployment roadmaps that deliver recognizable value, understand their needs, and act as their voice to internal departments.

Support customer business reviews aimed at gaining insights into the customer’s operational health and identifying areas for opportunity, enhancements, and greater user adoption.

Develop and implement strategic initiatives to foster strong relationships with clients, ensuring their successful adoption and utilization of our enterprise software solutions. This involves proactive engagement, personalized support, and continuous feedback mechanisms to understand and address client needs effectively.

Advocate for customer solutions and requirements, understanding their configuration and how best to integrate enhancements and upgrades.

Manage the customer journey post-implementation, including subscription renewals, upselling value-added services, and supporting customer upgrade assessments.
Strategic Planning and Business Growth:

Partner with the Sales Team to conduct quarterly planning sessions and plan for success.

Focus on senior business management challenges and strategies, providing advice and counsel to client IT and business executives.

Demonstrate breadth and depth of knowledge to position and map the company's capabilities that align with client business objectives and initiatives.

Leverage existing engagements to generate new business opportunities, resulting in ongoing profitable revenue growth for the company.

Actively engage the Executive Sponsor and other senior company executives to build strategic relationships with customers, ensuring long-term business opportunities.
Industry Research and Cross-Functional Collaboration:

Research industry-leading trends in Customer Experience and Customer Success to inform how the company can continue to grow and improve brand advocacy.

Work cross-functionally within the company to successfully implement organization-wide initiatives aimed at enhancing and maximizing the customer experience.