Client Relationship Executive
Role Cadre: Snr Vice President/Ass Director

JOB DESCRIPTION
A client relationship executive is a C-level professional responsible for managing the relationship between a company and its clients, with a focus on building and maintaining strong, long-lasting customer relationships and opening new opportunities.

RESPONSIBILITIES

1. Account & Relationship Management:

• Consistently build and maintain relationships with key stakeholders and COEs essential to facilitate operational efficiency and business growth.
• Manage contract negotiation with Procurement, Legal and other necessary stakeholders.
• Attend new business chemistry meetings for Client Account and deliver pitches

Expected Outcomes
Establish and maintain essential relationships to foster efficient and effective operations, identify and pursue new growth opportunities at Client Account.

2. Sales & Business Development

• Lead Sales Plans and budgeting activities within the customer scope.
• Facilitate the creation of trusted, effective solutions for our clients.
• Identify and seize opportunities for new business development.
• Responsible for yearly, quarterly, and monthly revenue forecasting.

Expected Outcomes
Establish and operationalize a Business Development Strategy (BDS) to drive new business and attain business growth targets.

3. Service Delivery

• Analyse the efficiency of projects to ensure that the businesses goals are met.
• Work closely with technical account leads, project managers and test leads and engineers.
• Attend new business chemistry meetings for Client Account and deliver pitches.

Expected Outcomes
Ensure operational efficiency targets are met by identifying and mitigating risks by facilitating internal stakeholder collaboration and innovation.

4. Leadership & Strategy

• Contribute ideas to business development and organizational leadership.
• Prepare professional business review documentation and agree financial aspects of opportunity closure and SOW leveraging MSA.
• Carry out Client Account top level review meetings at least quarterly and regular face to face meetings with key stakeholders, training and client hospitality (where appropriate).

Expected Outcomes
Contribute to and facilitate operationalization of corporate strategy as it affects Client Account.

Skills

• Excellent client relationship management skills.
• Good understanding of the strategic delivery of digital products and solutions
• Financial planning and budget management skills.
• Excellent people management skills and proven competence in persuasive leadership and collaboration at all levels.
• Excellent presentation and conversational skills required to foster client confidence and business engagement.

KPIS
Account & Relationship Management   35%

• 360 internal and external customer feedback.
• Zero incidence of C level escalations leading to disruption of Client Account operations or revenue loss.
• Zero incidence of delay in processing and payment of due invoices.

Sales & Business Development      35%

• Business Generation Target N180m in 12 months.
• Development of Business Development Strategy document and operationalization.

Operations                                        20%

• Client Account operational stability and effectiveness.
• Zero penalization for Client Account SLA assessment

Leadership & Strategy                   10%