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Job Summary
The Client Service Partner is a key role in the 2X Services organization. He is ultimately responsible for cultivating strong client relationships and ensuring that clients maintain and expand their relationship with 2X over time (Client NPS and Net Revenue Retention are the two primary metrics CSPs are accountable for). This role acts as the primary client advocate, aligning client needs with 2X delivery capabilities to achieve mutual success. Key responsibilities include managing client satisfaction and retention, identifying growth opportunities, and collaborating with the 2X delivery teams to uphold service quality and maintain alignment with client expectations. With a focus on data-driven insights, strategic planning, and continuous improvement, the Client Service Partner ensures long-term client value while meeting company performance goals.
Core Functions
Client Relationship Management
8+ years of experience in client-facing roles such as account management, customer success, consulting, or sales.
The Client Service Partner is a key role in the 2X Services organization. He is ultimately responsible for cultivating strong client relationships and ensuring that clients maintain and expand their relationship with 2X over time (Client NPS and Net Revenue Retention are the two primary metrics CSPs are accountable for). This role acts as the primary client advocate, aligning client needs with 2X delivery capabilities to achieve mutual success. Key responsibilities include managing client satisfaction and retention, identifying growth opportunities, and collaborating with the 2X delivery teams to uphold service quality and maintain alignment with client expectations. With a focus on data-driven insights, strategic planning, and continuous improvement, the Client Service Partner ensures long-term client value while meeting company performance goals.
Core Functions
Client Relationship Management
- Build and maintain strategic relationships with key client stakeholders to foster trust and mutual growth.
- Act as the primary point of contact for clients, ensuring consistent communication, advocacy, and resolution of issues.
- Develop and own the execution and coordination of the account plan supporting 2X long term engagement and expansion with our clients.
- Monitor client satisfaction metrics (e.g., NPS) to ensure a positive client experience and address areas of improvement in partnership with the Client Delivery team and Client Delivery Director.
- Drive client retention strategies to meet or exceed net revenue retention goals (120% or more ; tailored to each client specific situation).
- Leverage the expertise of the Client Delivery team to identify and frame opportunities for account expansion, upselling, and cross-selling.
- Collaborate with the 2X Sales Team (Account Executive) to jointly design and execute growth strategy for the account.
- Build and maintain strategic relationships with key client stakeholders to foster trust and mutual growth.
- Act as the primary point of contact for clients, ensuring consistent communication, advocacy, and resolution of issues.
- Develop and own the execution and coordination of the account plan supporting 2X long term engagement and expansion with our clients
- Partner with Client Delivery Directors (CDDs) to ensure services are delivered efficiently and meet or exceed client expectations
- Monitor KPIs for delivery quality, such as on-time completion, adherence to budget, and scope alignment.
- Act as an escalation point for delivery challenges with the Client Delivery Director, driving internal teams to resolve issues promptly
- Partner with clients to align on long-term strategies, ensuring service delivery supports their evolving business needs.
- Develop and maintain the client account plan and associated actions
- Translate client strategies into actionable delivery plans in collaboration with internal stakeholders (CDDs and Center of Excellence (COE) Leads).
- Identify and mitigate risks to client success through proactive planning and communication.
- Provide clients with regular performance reviews and insights on key metrics, showcasing ROI and value delivered through monthly business reviews, quarterly business reviews or yearly strategic business reviews.
- Collaborate with CDDs by utilizing data analytics to predict trends and recommend tailored solutions to address client challenges.
- Maintain and report on key account metrics to internal stakeholders, ensuring visibility and alignment.
- Work closely with cross-functional teams (Delivery, COEs, Sales, Operations, etc.) to ensure seamless client experiences.
- Champion client success within the organization, advocating for resources and solutions that drive results.
- Mentor and support junior client-facing team members to uphold standards of excellence.
- Efficiency and Continuous Improvement
- Identify opportunities to streamline processes and improve client service delivery efficiency.
- Partner with Client Delivery teams to define and implement best practices for account management and client success.
- Drive continuous improvement initiatives to enhance client satisfaction and operational outcomes.
- Represent the organization in key client meetings, showcasing expertise and thought leadership.
- Support the development and execution of strategic initiatives aimed at scaling client success capabilities.
8+ years of experience in client-facing roles such as account management, customer success, consulting, or sales.
- Bachelor’s Degree or equivalent preferred in Business Administration, Marketing, Communications or related
- Proven experience managing high-value or enterprise-level accounts with measurable impact on revenue growth and retention.
- Demonstrated ability to build a culture of service excellence putting our people and customers at the center of everything
- Executive leadership and management experience
- Marketing experience preferred, but not required
Job Summary
The Client Service Partner is a key role in the 2X Services organization. He is ultimately responsible for cultivating strong client relationships and ensuring that clients maintain and expand their relationship with 2X over time (Client NPS and Net Revenue Retention are the two primary metrics CSPs are accountable for). This role acts as the primary client advocate, aligning client needs with 2X delivery capabilities to achieve mutual success. Key responsibilities include managing client satisfaction and retention, identifying growth opportunities, and collaborating with the 2X delivery teams to uphold service quality and maintain alignment with client expectations. With a focus on data-driven insights, strategic planning, and continuous improvement, the Client Service Partner ensures long-term client value while meeting company performance goals.
Core Functions
Client Relationship Management
8+ years of experience in client-facing roles such as account management, customer success, consulting, or sales.
The Client Service Partner is a key role in the 2X Services organization. He is ultimately responsible for cultivating strong client relationships and ensuring that clients maintain and expand their relationship with 2X over time (Client NPS and Net Revenue Retention are the two primary metrics CSPs are accountable for). This role acts as the primary client advocate, aligning client needs with 2X delivery capabilities to achieve mutual success. Key responsibilities include managing client satisfaction and retention, identifying growth opportunities, and collaborating with the 2X delivery teams to uphold service quality and maintain alignment with client expectations. With a focus on data-driven insights, strategic planning, and continuous improvement, the Client Service Partner ensures long-term client value while meeting company performance goals.
Core Functions
Client Relationship Management
- Build and maintain strategic relationships with key client stakeholders to foster trust and mutual growth.
- Act as the primary point of contact for clients, ensuring consistent communication, advocacy, and resolution of issues.
- Develop and own the execution and coordination of the account plan supporting 2X long term engagement and expansion with our clients.
- Monitor client satisfaction metrics (e.g., NPS) to ensure a positive client experience and address areas of improvement in partnership with the Client Delivery team and Client Delivery Director.
- Drive client retention strategies to meet or exceed net revenue retention goals (120% or more ; tailored to each client specific situation).
- Leverage the expertise of the Client Delivery team to identify and frame opportunities for account expansion, upselling, and cross-selling.
- Collaborate with the 2X Sales Team (Account Executive) to jointly design and execute growth strategy for the account.
- Build and maintain strategic relationships with key client stakeholders to foster trust and mutual growth.
- Act as the primary point of contact for clients, ensuring consistent communication, advocacy, and resolution of issues.
- Develop and own the execution and coordination of the account plan supporting 2X long term engagement and expansion with our clients
- Partner with Client Delivery Directors (CDDs) to ensure services are delivered efficiently and meet or exceed client expectations
- Monitor KPIs for delivery quality, such as on-time completion, adherence to budget, and scope alignment.
- Act as an escalation point for delivery challenges with the Client Delivery Director, driving internal teams to resolve issues promptly
- Partner with clients to align on long-term strategies, ensuring service delivery supports their evolving business needs.
- Develop and maintain the client account plan and associated actions
- Translate client strategies into actionable delivery plans in collaboration with internal stakeholders (CDDs and Center of Excellence (COE) Leads).
- Identify and mitigate risks to client success through proactive planning and communication.
- Provide clients with regular performance reviews and insights on key metrics, showcasing ROI and value delivered through monthly business reviews, quarterly business reviews or yearly strategic business reviews.
- Collaborate with CDDs by utilizing data analytics to predict trends and recommend tailored solutions to address client challenges.
- Maintain and report on key account metrics to internal stakeholders, ensuring visibility and alignment.
- Work closely with cross-functional teams (Delivery, COEs, Sales, Operations, etc.) to ensure seamless client experiences.
- Champion client success within the organization, advocating for resources and solutions that drive results.
- Mentor and support junior client-facing team members to uphold standards of excellence.
- Efficiency and Continuous Improvement
- Identify opportunities to streamline processes and improve client service delivery efficiency.
- Partner with Client Delivery teams to define and implement best practices for account management and client success.
- Drive continuous improvement initiatives to enhance client satisfaction and operational outcomes.
- Represent the organization in key client meetings, showcasing expertise and thought leadership.
- Support the development and execution of strategic initiatives aimed at scaling client success capabilities.
8+ years of experience in client-facing roles such as account management, customer success, consulting, or sales.
- Bachelor’s Degree or equivalent preferred in Business Administration, Marketing, Communications or related
- Proven experience managing high-value or enterprise-level accounts with measurable impact on revenue growth and retention.
- Demonstrated ability to build a culture of service excellence putting our people and customers at the center of everything
- Executive leadership and management experience
- Marketing experience preferred, but not required