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Client Partner (Maternity Cover, Fixed Term, 14 months)

Client Partner - maternity cover (14 months, fixed term contract)

We invent, design and build digital products, services, and immersive experiences that people love. We also help our clients to change their digital culture and boost their capabilities.

We’re committed to making a measurable, positive impact on people's everyday lives. As an equal opportunities employer we value diversity and believe diverse teams help us make better products and services, we actively hire for cultural growth. We welcome people of all ages, genders, ethnicity and races, with their own unique stories and backgrounds.

The role

We’re currently looking for a Client Partner to lead one of our longstanding and growing client relationships in the financial services industry. You should be experienced working with global companies and cross-functional teams, overseeing programmes of work with multiple streams. You are a concise communicator, able to navigate complex projects and both facilitate and lead tough conversations.

You are an advocate for the craft of business development and client service, bringing your expertise to the team, sharing wins and learnings with the broader studio, and deepening our capabilities.

This role is a fixed-term for 14-months.

Client management

• Lead our most important client relationships to engender client relationships built on trust, open dialogue and mutual respect.
• Establish trusted relationships with key decision-makers in client organisations.
• Set appropriate client expectations.
• In all your communications and meetings with clients increase the perceived value of ustwo by reinforcing our strategic vision and delivery expertise.
• With teams, look for ways to exceed expectations of clients and take care of clients.
• With teams, identify areas of commercial growth, then set the strategy and lead the charge for empowering the team to deliver them (e.g. invest in proactive opportunity identification with project teams, and relevant vertical communities and ensure follow-ups with client stakeholders).
• Work with Client, Product Lead and Team Coach as appropriate to resolve project risks.
• Proactively seek client feedback to ensure we’re always improving and help project teams anticipate, understand, and evaluate client feedback.
• Coach team members on how to handle difficult client situations, lead them through these situations where appropriate.
• Ensure that case study assets as well as knowledge sharing occurs cross studio about each client.

Commercial management

• Help negotiate contracts and ensure contracts are processed and executed.
• Working with our Operations and Finance to ensure business terms and payment terms are industry standard and favorable to ustwo in terms of invoicing and payment.
• Regularly communicate financial status to our finance team with an emphasis on safeguarding project margin.
• Contribute to studio forecast, and attend appropriate meetings to report on current clients and pipeline.
• Identify any threats to budget as well as opportunities to maximize revenues.
• Manage clients’ budgets in partnership with Team Coach.

Team

• Be an advocate for how new processes get us to better work and improve our commercial growth. Actively promote new ideas and better practices within ustwo through group and personal initiatives, leveraging applicable subject matter expertise.
• Contribute to designing optimal team principles and ways of working for the team and hold yourself and other team members to account
• Contribute to regular client review sessions, lead playback on status and identify potential new opportunities for client portfolio.
• Identify ways for our teamwork, our practices, and our client service practice to improve.
• Share feedback to help us each learn and grow in the role.

New business

• Contribute to proposal writing and closing new business opportunities when appropriate.
• Contribute to and lead new business pitches in partnership with the business team, and relevant members of the Leadership Team, and Product Leads.
• Help ensure a good pipeline of interesting and relevant opportunities.
• Act as ambassador for ustwo through networking and meeting interesting individuals that may convert to tangible opportunities.

Person specification:

• Client oriented, you have grown accounts from single projects, are well versed in client life cycles and understand how to offer value for clients over the long term.
• Strong commercial acumen, you can put together proposals, spot areas of new opportunities as well as areas for concerns. You understand how to make tradeoffs to achieve commercial objectives without undermining the quality of our work.
• Strong interpersonal skills – you’re comfortable working alongside technical directors, salespeople, designers, and CEOs alike.

• A love of seeking out new relationships and new business opportunities and a demonstrated ability to convert these leads into billable work.

• Strong passion for tech, digital design, and the product design industry.
• Experience working in an agency environment.
• Proactivity and self-initiation.

Salary: Base salary £80,000 p.a. - £110,000 p.a.