Client Executive
Posted 6 days 9 hours ago by Orange Business
About the role
Mission based responsibilities
The Client Executive will be assigned to one or more accounts, according to their size and complexity, the customer's expectations, their personal interests, and their individual development plan. In most cases, they will be assigned during the full life cycle of the relevant contracts.
Key accountabilities: Client relationship (Operational Experience & Customer Experience)
Key result/decision areas (outcomes)
Establish and own an account governance process and cadence.
Key stakeholder management at an executive level to maximize OB share of wallet within the account and related entities
Understand the customer's long-term strategy and financial objectives and steer the Account strategy across the
Customer Team(s) and translate in concrete business outcomes for the customer.
Is the highest escalation point within the Customer Team
Deliver target mNPS taking accountability for improvement plans as appropriate and relevant
Run Quarterly Business Review meetings with the relevant customer stakeholders
Drive continuous improvement cycles with the Customer Team
Account Strategy:
Pivotal point in Account Ambition plan/review and internal stakeholder alignment
Orchestrating Sales Business Development Manager's and Orange affiliates on the Account Lifecycle management and continuous improvement
Risk Management
Security and compliance
Growth and profitability:
Develop/own/familiarize the account business plan incl. Customer P&L and Margin improvement (this encompasses a 3y Strategy plan) within the Customer Account Team
Customer team leadership:
Customer team resource management
Steering of the extended customer team
Familiarize and orchestrate the customer team with the Plans/objectives and Orange Business Customer plan/Strategy
Drives the Orange Business Exec sponsor network needed
Accountable for improvement plans as required
Customer Partner interlock (OB partners and customer partner landscape):
Supplier management
Together with the Partner Manager/Team drive close alignment with the vendors that are key to the customer current and future success
Perimeter / Scope:
Carry overall responsibility for Customer Leading and Lagging Indicators:
- Identify opportunities and follow up until closure in close alignment with the Business Developers of the involved Strategic value proposition teams
- P&L management - Understand account financial analysis and able to initiate and track improvement plan.
Pipeline reviews/management with the involved Business Development Manager's/Orange Affiliates
Client relationship and stakeholder management at executive level
Transversal people management - Act as a team lead coordinating the account leadership team and capable to make decisions on (dis)engaging people into/from the Customer Account Team based on capabilities and customer (mis)match
Define and execute 3y account strategy and plan
Multicultural - The job will involve working into and across multiple cultures within a multinational client's organization. Cultural and inter-cultural skills are therefore necessary
About you
Knowledge and abilities:
Strong business and financial acumen
Good knowledge of Orange Business value proposition and solutions
Business Case selling and justification of cost vs outcomes
Good knowledge of Orange Business processes and organization
Excellent organisation, co-ordination, communication, presentation, synthesis and reporting skills
Client focused with strong interpersonal & negotiation skills
Teambuilder, used to work with different cultures and to work in a virtual matrix team environment.
Ability to innovate and find improved ways of doing things
Good understanding of major trends in IT (cloud-first, zero trust, marketplace, NextGen AI)
Comprehensive management experience, strong leadership skills and able to work under pressure
Analytical skills combined with a drive to grow Orange Business share of wallet
Excellent knowledge of written and spoken English language
Strategic thinker and able to act at CxO level
Good knowledge on qualifications, and certifications:
Degree in business, science/technology (or other relevant area), or equivalent relevant experience with a demonstrable commitment to self-development
Negotiation skills and Business case justification sales mode
Strong financial background - experience (P&L management)
Experience:
Minimum of 10 years of client facing experience in IT services
Experience in selling complex IT services/solutions
Experience in building client relationships at a strategic level
Experience in managing geographically distributed teams
Additional information
What we offer:
Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
Flexible work environment: Flexible working hours and possibility to combine work from the office and home (hybrid ways of working)
Professional development: training programs and upskilling/re-skilling opportunities
Career growth: Internal growth and mobility opportunities within Orange
Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR, and employee connect events
Reward programs: Employee Referral Program, Change Maker Awards