Client Success Partner

• 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 on-site 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 client-by-client 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 non-compliance.
• Provides project team with clear communications relevant to both Expleo and the client and manages employee issues/concerns.
• Ensures that new project resources are on-boarded smoothly without interruption to the project and knowledge transfer with the team is ongoing, de-risking 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.

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

• Has achieved trusted advisor status at a senior level with the client.
• Excellent client-facing 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

• 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 matrix-management 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.

• Acts as a role model for continuous learning and development and challenges others to reflect and learn.
• Good self management. Takes on high commitments and works to achieve results despite setbacks, showing resilience in the face of challenges and in the pursuit of improvement.

• Ability to manage own expenses and ensure adherence of others to the expense policy.
• Ensures that deliverables are completed within agreed cost, timescale and budgets, and are signed off.

• Commercial account experience in a professional services engagement frameworks, effectively organising and managing client engagements and client satisfaction levels.
• Experience of introducing new concepts or strategies that significantly improve or revise the way business is done through to implementation.
• Experience of leading teams with an off shore/on site delivery model.
• Experience of creating an environment that celebrates both successes and failures,
• Experience of identifying the need, and creating working level processes where they do not exist.
• Experience in managing upwards with multiple people, gaining their trust quickly.
• Customer Experience

You'll also get the following benefits with the role:

• Collaborative working environment – we stand shoulder to shoulder with our clients and ours peers through good times and challenges
• 25 days annual leave (increased to 27 after 2 years of service)
• Flexible/hybrid working model
• Access to discounts and offers through my expleo benefits

- Expleo academy - enables you to acquire and develop the right skills by delivering a suite of accredited training courses

• Competitive company benefits such as medical and dental insurance, pension, life assurance, employee wellbeing programme, sports and social events, birthday hampers and much more
• Enhanced maternity and paternity, adoption and shared parental leave package

We're a great company to work for. People join us for many reasons, such as we:

• Are an established, rapidly growing business
• Support our employees career growth with training and development opportunities
• Offer a collaborative, engaging culture

At Expleo Technology, we work continuously to build a truly diverse and inclusive culture. We welcome and encourage candidates from all aspects of diversity to apply for this, and any of our advertised roles.