Client Success Partner - London, United Kingdom - Expleo

Expleo

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview:
Expleo is a trusted partner for end-to-end, integrated engineering, quality services and management consulting for digital transformation.

We help businesses harness unrelenting technological change to successfully deliver innovations that will help them gain a competitive advantage and improve the everyday lives of people around the globe.

We're looking for a Client Success Partner with consultancy experience to join us. You will be accountable for managing ongoing client relationships and client satisfaction levels on a number of key accounts.

You will work at various levels of the delivery life-cycle, to assure services and solutions are managed, on time and are delivered to the agreed quality and cost with continuous improvement.

You will be deeply embedded with the selection, management, motivation and nurturing of the delivery teams that you will rely to deliver quality services.

This is a challenging role, central and crucial to the overall success of the business.

You will be balancing the needs of clients, talented resources responsible for service delivery and Expleo back office, support and leadership teams, to derive value and improvement.

To be successful you need to be excellent in managing and communicating the key accounts risk and issues, with a keen eye on meeting account revenues, profit and growth obligations.

Responsibilities:

Works alongside Sales to develop resourcing and commercial models for new and existing client opportunities.
Implements and maintains the client governance model, including regular performance and relationship reviews. Manages all key risks/issues with the delivery of services and ensures timely escalation.
Assures the quality of client engagement and continuous improvement, ensures deliverables are on time and to the required scope and delivery standards.
Actively manages the client relationship and key stakeholders with the view to maintaining client satisfaction and supporting business development, ensuring the onsite resources are delivering to the agreed engagement terms.
Actively seeks to balance the on/off shore delivery model to improve gross profit.
Supports revenue growth through pre sales, with involvement in client planning processes to understand the work pipeline, identifying opportunities.
Works with other Expleo stakeholders to identify opportunities to develop and enhance service offerings and delivery models.
Participates in formal client progress review meetings, providing relevant reporting as agreed on a clientbyclient basis based on standard Expleo approaches.
Timely allocation of appropriately skilled resource to support client solution delivery, responsible for ensuring that assigned resources are adhering to Expleo policies, processes and raising noncompliance.
Provides project team with clear communications relevant to both Expleo and the client and manages employee issues/concerns.
Ensures that new project resources are onboarded smoothly without interruption to the project and knowledge transfer with the team is ongoing, derisking single points of failure.
Supports finance to manage the recovery of debt from assigned clients, and where needed liaises with the relevant departments to ensure legal commercial coverage is in place.
Ensures the account is set up to enable timely and accurate billing, invoicing and logging of time and expense reports.

Qualifications:

Bachelor's Degree in related field, or equivalent work experience
Lean Six Sigma
Agile delivery
Business change
Project Management qualification

Skills:

General:

Has achieved trusted advisor status at a senior level with the client.
Excellent clientfacing skills, as an expert in own field has experience of influencing client decision making and direction. Takes time to establish underlying needs of client beyond those initially expressed.
Applies insight, originality and a broad perspective to generate revolutionary technical solutions.
Excellent communication and presentations skills. Maintains confidentiality, shares ideas and information, facilitates discussions and transfers knowledge to diverse audiences to achieve collective objectives

Technical:

Proven track record in client engagement management with excellent project management skills.
Excellent knowledge and understanding of the IT and IT services industry.
Ability to work in a matrixmanagement environment with strong client/customer service orientation.
Has the ability to grow and maintain a network of contacts both internally and externally.
Proven ability to transform customer requirements and expectations at a high level into a solution draft for client engagement.
Has sales support skills, including previous experience of pre sales situations.
Good understanding of legal frameworks around client consultancy and services engagements.

Management: