Client Partner

3 weeks ago

Québec, Canada Valtech Group Full time

**At Valtech, we imagine and create the world of tomorrow****:
With more than 5,000 innovative profiles, creatives, developers, designers and digital experts working in its 50 offices around the world, Valtech distinguishes itself by its end-user centric approach and its innovation process. With its values of sharing, boldness and authenticity, Valtech makes sure to put the human element at the heart of the digital experiences it develops - for its clients as well as for its employees.

At Valtech_Commerce, we are more than 300 employees who are passionate about e-commerce. By joining us, you'll be part of a company that puts people first and you'll be able to grow and evolve with access to a global network of innovators.

**What you will do**:
The Client Partner owns the customer relationship and is ultimately responsible for the customer satisfaction. The Client Partner ensure that each initiative, in addition to being aligned with the client's vision, is aligned with its own Commerce vision and operational strategy thanks to the support of the Vice President and the Consultants. It also ensures that each initiative is supported at the right time by the right people and teams with the right level of negotiation to ensure profitability.

The Client Partner initiates Executive Project Reviews and discussions around strategic ways to expand your business and evolve the client's eCommerce ecosystem. The Client Partner is able to uncover actionable insights and high-level opportunities to meet the customers' objectives thanks to an understanding and the monitoring of relevant KPIs.

The Client Partner leads the Executive Project Review process for the accounts under their management and make sure that appropriate governance meetings with their clients are planned properly as needed.

**Customer Relationship**
- Own accounts under their responsibility, support the 360 vision and maximize internal empathy, usually for a portfolio between $5M and $10M.
- Responsible for putting in place the account executive review, when the client qualifies for it. He/She is responsible for preparing and hosting these meetings.
- Complete frequent account reviews with the VP.
- Act as a strategic advisor to clients.
- Maintain a relationship with clients based on transparency, honesty, rigor, trust, and ensure their satisfaction with the services rendered.
- Know the customers and their issues: brand, history, challenges, relevant KPIs, online performances and business objectives.
- Identify client budget periods and determine priorities and budgets for the coming year.
- Monitor the performance and results of actions taken (project, campaigns, revenues, etc.) and communicate proactively with the client on the achievement of set objectives and related recommendations.
- Develop strategic account strategies and solutions for clients, as well as influencing account growth within existing accounts with the support of the Vice President and the Consultants.
- Integrate the entire portfolio of services, providing a coordinated communication, management and delivery approach for clients.

**Sales & Budget**
- Follows the clients’ fiscal and budgetary calendar.
- Identify client needs and opportunities (farming).
- Own the proposal and Statement of Work (SOW) creation process
- Reaches out to and gets the support from VP, Consultants, Practice Leads, Project Coordinator, Product Owner and Portfolio Director for support in the creation of SOWs.
- Secures resources for SOW execution at signature by communicating needs to the Operations and relevant Operation Directors
- In a shared responsibility with the Portfolio Director, tracks budget consumption at the account level and ensures that budgets are respected across the total SOW expenditure.
- Collaborates with Sales Architects to build estimates.
- Ultimately decides at the account level where budgets are allocated between departments and expertise while Portfolio Directors are responsible for the budget allocation within their circle.
- Ensures with the Finance Department that amounts due are collected in time, and our exposure to DSO risk is mínimal.
- Support finance in the collection process and act as one escalation point in the collection process.

**Operations**
- Ensure proper documentation of Legal Documents, SOWs and Estimates to facilitate the work of other stakeholders.
- Protect the client interests by coordinating with the Operations and Consultants to ensure proper resource allocation and that account objectives are met at the execution levels.
- Confirm availability with the Directors of the different teams and helps identifying high-level deadlines to ensure we meet customer deliverables and deadlines.
- Effectively communicate mandated requirements to team members.
- Ensure that all internal stakeholders are working effectively to achieve the customer's digital business plan.
- Perform periodic "touch-points" with the various teams to ensure a minimum gap between

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