Client Partner at Solutions Metrix
Reports To:
VP of Revenue
Role overview
The Client Partner is responsible for strengthening, protecting, and expanding Solutions Metrix's existing client relationships. Acting as the primary day-to-day point of contact for assigned accounts, this role owns overall relationship health and client satisfaction - ensuring proactive engagement, consistent communication, rapid issue resolution, and alignment to business outcomes. Growth opportunities are identified and expansion activity orchestrated in close collaboration with Client Executives, Solutions Engineers, Advisory, Product, Delivery, and Executive Leadership.
The role combines client stewardship, account orchestration, and measured commercial accountability - and is not intended to function as a traditional quota-carrying sales position.
Primary Responsibilities
Relationship Ownership & Client Satisfaction
- Serve as primary relationship owner for assigned accounts across all business needs.
- Develop trusted advisor relationships across executive and operational stakeholders.
- Establish and maintain account engagement plans and communication cadence.
- Conduct regular business reviews (QBRs/EBRs) to assess value realization and future priorities.
- Act as internal advocate for client needs and expectations.
Client Retention & Account Health
- Monitor client satisfaction indicators and proactively address risk signals.
- Coordinate internal resources to resolve service, delivery, support, or escalation issues.
- Maintain account health assessments and action plans.
- Identify renewal risks and partner with leadership to improve outcomes.
Expansion & Commercial Growth Support
- Identify whitespace opportunities and emerging client initiatives.
- Drive account planning discussions to expand wallet share.
- Generate qualified expansion opportunities and transition active selling motions to AE ownership.
- Support proposal discussions and executive alignment as needed.
- Coordinate executive sponsorship activities.
Cross-Functional Coordination
- Align Sales, Delivery, Advisory, Marketing, Product, and Executive stakeholders around account priorities.
- Ensure account intelligence is captured within CRM.
- Maintain account plans, stakeholder maps, and engagement history.
- Facilitate internal account review meetings.
Success Metrics (Illustrative)
Relationship
- Client satisfaction / NPS
- Account health score
- Retention / renewal rate
- Executive engagement coverage
Growth
- Expansion pipeline generated
- Expansion revenue influenced
- Cross-sell / upsell opportunity conversion
- Wallet penetration improvement
Operational
- QBR completion rate
- CRM completeness
- Escalation resolution cycle time
- Account plan completion
Key Competencies
- Executive presence
- Relationship management
- Business acumen
- Strategic listening
- Conflict resolution
- Commercial awareness
- Cross-functional leadership
- Project coordination
- CRM discipline
Ideal Profile
- 5-10+ years in Account Management, Client Success, Relationship Management, Consulting, Banking/Credit Union, or SaaS services
- Experience managing executive relationships
- Strong consultative mindset
- Comfortable operating without direct authority
- Ability to recognize growth opportunities without becoming the primary seller
