Client Partner

About this role

Apex IT is a global consulting firm that provides award-winning services to transform the customer, employee, and student experiences. Since 1997, Apex IT our Salesforce and Oracle experts have provided a full range of enterprise solutions including CRM and related applications that support sales, marketing, and service; financial reporting; HR; and Business Intelligence. As a remote company, we have top talent all over the United States and India and are continuously growing. We provide our team with a flexible work-life balance in addition to the traditional benefits.

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…