Client Partner

Description

ICP is a worldwide leader in Content Operations, offering Solutions that deliver exceptional business outcomes for global brands such as Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna.

Widely recognized for our deep subject matter expertise and experience across a wide range of industries, we elevate and enhance our clients’ content lifecycle technologies and business processes to orchestrate the frictionless flow of content across Marketing and Commerce ecosystems.

We offer integrated Solutions that leverage our expertise in Content Operations across Digital Asset Management, Digital Commerce, and Creative Operations. By unlocking business value through Strategy and Consulting, and maximizing its potential through Content Services and Production, we deliver the best possible experience for our clients, their partners, and customers.

Key Responsibilities

ICP Client Partners are responsible for Business, Financial and Leadership success on strategic global accounts by building long-term, cross-functional partnerships, fostering client loyalty and business growth. Client Partners drive overall account success and teams they lead by balancing client needs and ICP priorities, creating a win / win.

The ideal candidate will share and exhibit the characteristics of our teams’ ambition:
• Partner | Strategic and Inclusive
• Innovator | Anticipate and Engage
• Optimistic | Ambitious and Productive
• Curious | Insightful and Intuitive
• Accessible | Humble and Honest

Client Partners are skilled at networking within large global organizations, understanding how to nurture relationships and inspire stakeholders across Marketing, IT, Sales, and Procurement. They embrace challenges to deliver exceptional results that drive client loyalty and advocacy.
Based on their natural curiosity and an entrepreneurial mindset, Client Partners are continually looking to help clients solve challenges that produce measurable value while maintaining and building existing relationships. They are adept at converting opportunities into business through consultative selling, leveraging the depth and breadth of ICP’s solutions and services.
Excellent communication is critical to success, delivering complex information clearly and leveraging storytelling techniques to help support understanding.

Key Responsibilities

Business Strategy | Client Relationship Management
• Develop solid and trusting relationships with key stakeholders (clients and their partners) by understanding their personal and professional ambitions
• Actively pursue conversations with clients on the strategic aims of the business
• Develop near and medium-term strategy based on knowledge of industry landscape, client readiness, business goals and objectives, and create action plan to deliver in collaboration with their manager
• Active listening and strategic questioning, challenge assumptions to find alternative solutions that go beyond short-term fixes and support long-term value-add
• Identify project extensions and expansions into other services, solutions and geographies, creating and converting proposals into projects or programs
• Spearhead new services and solutions, collaborating closely with service/solution leads to co-create opportunities, ensuring alignment with client goals to shape vision

Financial Strategy | Healthy Account Growth
• Strong business acumen and understanding of commercial best practices to manage lifecycle of engagement, including:
• accurately forecasting workstreams according to deal stage guidelines
• invoicing strategies and payment terms to drive optimal cash flow
• mitigating payment delays and resolving overdue payments
• understanding factors necessary for driving growth and improving margins with the support of their manager and Finance
• negotiating across multiple stakeholders (internal and external) and understanding of impacts on business with the support of their manager
• scope management - tracking against SLAs and proactively ensuring delivery
• Ensure Proposals are developed strategically, rooted in solution-thinking and storytelling to drive conversion, collaborating with our Solutions team
• Prepare Statements of Work built off proposals, ensuring SLAs (service level agreements) are achievable and favorable terms and conditions for ICP
• Consider and develop “as yet identified” opportunities, understanding the clients’ KPIs to support business case development

Leadership Strategy | Delivery Excellence
• Actively pursue conversations with clients on the strategic aims of their business and how the strategy we have developed contributes to it
• Communicate vision to internal team so they are armed with necessary knowledge to help support and the skills to deliver
• Create and deliver quarterly business reporting (QBR) with insights and analysis on how the work we do is supporting client business objectives
• Regular review of ICP’s original design to ensure still fit for purpose, proactively propose innovation on existing programs as needed
• Prepare and present State of Account Reports and Snapshots with detail on client health wins / opportunities / risks and trends, progress against goals
• Foster team growth by understanding their goals and enhancing their development experiences, coach and advise in collaboration with Service Leads
• Lead by example - nurture a pro-active, solution-driven mindset through the team, share account strategy with your team so they can be part of its growth success

Key Experience & Skills

Experience
• Proven track record leading cross-functional teams and managing global accounts
• Confident and adept at working across complex client organizations from senior-level and executive leadership to business owners and procurement
• Solid grasp on storytelling and how to connect the dots for both clients and internal teams, clearly and concisely
• Strong understanding of commercial levers, with a focus on revenue and growth forecasting, pricing, risk mitigation, and margin management
• Experienced in proposal development – authoring and management of proposal process
• Proven ability to work both independently and in a cross-functional team environment building exceptional working relationships with clients and colleagues
• Naturally curious and thoughtful leader who keeps abreast of industry news, technology trends, and best practices
• Good listener and proactive problem solver with strong analytical skills, ability to synthesize information and ideas, adapt to changing needs, embrace challenge, and innovate.

Qualifications
• Seven plus (7+) years of relevant account management experience in an agency or consulting firm with a proven track record of driving profitable account growth, engagement success, and client satisfaction
• Five plus (5+) years of relevant experience working across the content ecosystem – can include content management, digital asset management, content production, content operations, digital transformation, e-commerce, and/or digital shelf
• BA or equivalent required, advanced degree a plus