Executive Client Partner

Horizontal Digital; Saint Louis Park (MN); On-site; USD 165,000 - 185,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Life insurance

Retirement plans

Paid time off

Paid holidays

Volunteer time off

Parental leave

Flexible work environment

Job summary

Horizontal Digital seeks a Client Partner to oversee and cultivate client relationships across a portfolio typically $8-12M, guiding growth, retention and profitability through advisory leadership and strategic planning.

You'll build trusted senior relationships, map client organizations, and align Horizontal offerings with client goals, while driving onboarding, kickoff, and seamless delivery leadership to achieve measurable business impact.

Qualifications

• Bachelor's degree and 10+ years in a digital agency, consultancy or digital product environment.
• Proven ability to manage and expand key client relationships.
• Strong leadership, strategic planning and revenue management skills.

Responsibilities

• Lead and manage a portfolio of accounts typically $8-12M.
• Build advisory relationships that drive business impact and revenue growth.
• Network within client organizations to expand senior relationships.
• Conduct advisory conversations using industry thought leadership and case studies.
• Own the 360-degree view of clients including goals, structure and finances.
• Lead client mapping activities and ensure proper staffing.
• Foster internal curiosity about client goals across the Horizontal team.
• Lead onboarding of Horizontal to client and transition to delivery leadership.
• Leverage industry expertise to guide solution choices for confident decisions.
• Oversee customer satisfaction measurement and improvement strategies.
• Partial billability (25-50%) when doing hands-on strategy or delivery work.
• Draft and execute strategic plans to expand Horizontal’s footprint.
• Build stewardship with clients for reliable YoY growth.
• Manage revenue, forecast opportunities and uphold commitments.
• Define scope across complex accounts with clear SOWs.
• Cross-sell capabilities across the service portfolio.
• Partner with capability teams to deliver excellence and case studies.
• May manage other client partners and mentor teammates.
• Help set direction for future client partnership strategies.

Skills

Stakeholder management

Account growth

Leadership

Client relationship

Education

Bachelor's degree

Tools

Sitecore

Optimizely

Contentstack

Job description

At Horizontal Digital, we hold ourselves to one key belief: You're only as good as your worst customer experience. This mantra is what drives our digital consultancy to think beyond the easy answers and instead create websites, apps, portals and other experiences that solve customer needs for Fortune 500 companies in intuitive and empathetic ways. And we make this lofty standard a reality by fusing strategy, data, design and technology together to arrive at solutions that set the bar higher for everyone.

We use these values to fuel superior results:

Lock arms
We forge relationships that make our impact 1,000x stronger. This means working across departments and engaging both our clients and our communities to deliver the greatest good.

Show hustle
We're not ones to sit on our hands and wait. Instead, we anticipate opportunities, collectively roll up our sleeves and find ways to execute the exceptional.

Embrace change
From new technologies to workplace philosophies, we welcome the unexpected and constantly anticipate what’s next.

Elevate empathy
We listen before we take action. This means understanding a variety of perspectives and holding ourselves to a higher standard of accountability.

Never settle
We motivate each other to push past the easy answers and collectively arrive at bigger, more inspiring ideas.
But enough about us. Let's talk about you.
The Client Partner oversees and cultivates client relationships that in order to deliver measurable business impact to our clients. The Client Partner is responsible for overseeing the growth, management, retention, and satisfaction of his or her portfolio of clients.

The ideal candidate has a fervent passion for transforming customer experiences through experience strategy and technical implementations. They have proven track record of managing, retaining and persistently expanding within their client portfolio – proactively guiding clients through meaningful changes, and directly impacting profitable y-o-y growth for their consultancy.

The Client Partner deeply understands their client’s business strategy and goals, within broader industry context, and can effectively aligning client needs with Horizontal’s service offerings to positively impacting our client’s business and their customer experiences.

The Client Partner has insatiable curiosity for navigating complex business and digital strategies, motivating and advising clients through significant transformation, while also contributing to a vibrant culture within Horizontal.

What you’ll do:

Directly lead and manage a portfolio of multiple accounts, typically $8-12M

Build advisory relationships that result in business impact and revenue growth:

• Ability to understand our client’s business challenges and guide them to appropriately using the Horizontal methodology and solutions to drive business impact.

• Ability to network within a client organization; create, own and expand the senior and executive relationships within a clients’ organization.

• Ability to conduct and create opportunities for advisory conversations through the power of industry thought leadership, application of relevant case studies and best practices, and compelling business insights.

• Own the 360-degree view of our clients (their organization, remit, reporting structure, goals, and financing).

• Lead client mapping activities - ensuring client relationships are nurtured with the ideal personnel from Horizontal.

• Foster internal curiosity with our clients’ business, experience, technology and brand goals amongst the Horizontal team.

• Lead the successful onboarding of Horizontal to client and client to Horizontal, including project kickoff and a seamless transition to delivery leadership.

• Leverage your industry expertise to guide clients through the myriad of solutions and opportunities to ensure clients have the opportunity to make confident, informed decisions.

• Oversee customer satisfaction measurement for your portfolio of accounts and guide teams through improvement strategies when applicable.

• Partial billability (25-50%) when doing hands on strategy or delivery work.

Drive organic growth and ensure account-level profitability:

• Ability to author and execute a strategic plan for each of your accounts, articulating, pursuing and landing opportunities to expand Horizontal’s footprint within the client organization.

• Ability to build stewardship with clients, acting as their strategic consultant, solidifying relationships and ensuring profitable YoY growth.

• Manage revenue closely, ensure all opportunities are accurately reflected and forecasted, and uphold annual commitments.

• Lead scope definition across multiple complex client accounts – including shaping ambiguous asks into proposals and contracts, including defendable statements of work, but with a focus on achieving mutually beneficial outcomes for client and consultancy.

• Maintain a thorough understanding of the Horizontal service offerings and partnerships to enable cross selling across capabilities and solutions - creating sustainable and diverse portfolios.

Form strong partnerships with internal Horizontal capability teams:

• Inspire and support delivery excellence while representing the client voice to ensure we are meeting client expectations and driving outcomes.

• Partner on new business efforts in order to bring your industry expertise to set up new engagements for success.

• Partner with delivery and operations to ensure forecasts are clean and accurate.

• Produce case studies with capabilities teams to highlight business value delivered to our clients.

• May manage other client partners depending on portfolio size and strategic direction, nurturing career growth for team members.

• Help set direction for future client partnership strategies, inclusive of trainings, conferences and shaping of future offerings to better support our client needs.

Who you are:

• You are a solution-oriented, customer experience enthusiast who can understand and support a program with complex business, user experience and technical challenges, and have a proven track record supporting client and internal teams in achieving business results for our clients.

• You have a thirst for knowledge – especially business acumen – and thrive in creating commercially viable opportunities for the firm that drive growth for clients.

• You see ambiguity through the lens of opportunity, rather than of concern.

• You are recognized as trusted and accountable in relationships with clients, colleagues, partners, and other industry professionals.

How you will be measured:

• Ability to identify and roadmap account strategies and OKRs ensuring a measurable approach to the impact Horizontal has on our clients’ businesses

• Ability to expand Horizontal Digital’s service offering in support of achieving client’s business goals.

• Revenue and sales margin targets

• Client satisfaction measured by NPS measurement

• Thought leadership

• Partner certifications where applicable

What you bring:

• Exemplary stakeholder management and communication skills

• Proven experience ingrowing key and growth clients, of $8M+

• Ability to define and drive strategic vision and orchestrate and create consensus around ideas, concepts to then drive outcomes.

• Strong leadership and communication skills: ability to lead meetings and presentations with senior clients, as well as inspire, organize and create consensus around ideas, concepts and approaches internally.

• Experience in Healthcare, Financial Services, Travel & Hospitality, Manufacturing and/or CPG vertical preferred

• Industry expertise and experience for your relevant industry focus area.

• Experience with Sitecore, Optimizely, Contentstack and/or other composable DXP preferred.

• Strong financial acumen: skilled in forecasting and revenue management

• Bachelor's degree and minimum of 10 years of experience in a digital agency, consultancy or digital product development environment.

• Travel approximately 10-20% of the time

HZTL offers a wide range of competitive benefits to eligible employees including health, dental, vision, life, retirement plans, paid time off, paid holidays, paid time off to volunteer, paid parental leave, flexible work environment, and more.

The pay range for this full-time position is $165,000 to $185,000 per year. Our salary ranges are determined by role, level, and location. The range displayed on the posting reflects the minimum and maximum target salary for the position across all US locations as of the date of this posting. Within the range, actual offered compensation is dependent upon the individual’s work location and additional factors including but not limited to job-related skills, experience, relevant education and training, internal equity among the team, and applicable employment laws. Please note the compensation details in the US role posting reflects base salary only and doesn’t include discretionary performance bonus or other incentives (if applicable).

Job Keywords: Digital Transformation, Marketing Transformation, MarTech, Client Partner, consulting, Experience Transformation, Experience Strategy, Business Strategy, Strategic Account Management, consultancy, Client Success, Partner, Account Executive, Senior Client Partner, Executive Client Partner

The above description is not designed to cover orcontaina comprehensive listing of activities, duties or responsibilities that arerequiredofthe employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.