Senior Client Partner

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main daily point of contact for designated accounts within a broader enterprise portfolio.

• Foster strong relationships with client stakeholders, including directors, managers, program owners, and emerging executive sponsors.

• Maintain comprehensive knowledge of client priorities, business goals, and organizational dynamics.

• Oversee overall account health, identify potential risks, and collaborate with internal teams to proactively tackle challenges.

• Ensure clients stay informed, engaged, and aligned throughout ongoing engagements.

• Assist with quarterly business reviews, executive updates, and strategic planning efforts.

• Recognize opportunities to enhance existing client relationships and support account growth initiatives.

• Engage in account planning activities and contribute to annual and quarterly growth strategies.

• Assist in the creation of new statements of work, change requests, renewals, and consulting opportunities.

• Maintain account plans, stakeholder maps, opportunity tracking, and documentation on account health.

• Participate in revenue forecasting activities and ensure account information remains precise and up-to-date.

• Develop a solid understanding of Zaelab’s capabilities and identify ways to deliver additional value to clients.

• Collaborate closely with project managers, delivery leaders, and consulting teams to ensure successful project execution.

• Monitor scope, milestones, budget performance, and engagement status across active client programs.

• Coordinate cross-functional support from strategy, solutions, experience, engineering, and delivery teams as needed.

• Ensure client expectations are effectively communicated and aligned internally.

• Serve as a trusted partner to delivery teams by providing context, facilitating communication, and assisting with issue resolution.

• Cultivate the skills and capabilities necessary for future portfolio ownership responsibilities.

• Engage in mentorship and coaching programs with Client Services leadership.

• Support business development and strategic growth initiatives to enhance commercial acumen.

• Contribute to team development, knowledge sharing, and continuous improvement efforts within the Client Services organization.

• Establish credibility both internally and externally as a trusted advisor and relationship leader.

⛳️ Requirements

• 4-7 years of experience in a consulting, digital agency, systems integrator, or technology professional services organization.

• Proven experience managing client relationships with direct responsibility for account success and client satisfaction.

• Experience in supporting revenue-generating accounts, which may include retainers, time and materials engagements, fixed-fee projects, or managed services relationships.

• Familiarity with manufacturing, distribution, industrial, or other complex B2B sectors.

• Strong communication, relationship-building, and stakeholder management capabilities.

• Ability to confidently engage with senior client stakeholders and represent Zaelab in a professional manner.

• Robust organizational, forecasting, and account management skills.

• Comfortable working in a fast-paced, high-growth environment where priorities may change.

• Capability to manage multiple client initiatives simultaneously while paying attention to detail.

• **Preferred:**

• Experience with named account ownership in a consulting or professional services setting.

• Familiarity with digital commerce platforms such as commercetools, SAP Commerce, BigCommerce, Shopify, or Salesforce Commerce Cloud.

• Knowledge of ServiceNow solutions including Customer Service Management (CSM), Field Service Management (FSM), Configure Price Quote (CPQ), IT Service Management (ITSM), or Order Management.

• Experience in account growth planning, business development activities, or strategic client consulting engagements.

🏝️ Benefits

• Unlimited Vacation/PTO

• Comprehensive Health Benefits and 401k Fixed Percentage Plan (USA only) RRSP (Canada)

• Fully remote and distributed teams

• Paid Parental Leave

• Continuous training and education opportunities

• 0% Bureaucracy Culture - Focus is on responsibilities, not titles