Associate, Client Partnerships

Job Overview:

The Associate, Client Partnerships will play a key role in developing and managing relationships with clients, guiding them on their digital transformation journey and delivering revenue growth from client accounts. A foundational requirement of the candidate in this role will be a keen interest in information technology and its adoption in organisations. Apart from this, the role requires a strong client orientation, the ability to build and nurture stakeholder relationships, and collaboration with internal teams to ensure high-quality service delivery and business outcomes. This position reports directly to the Chief Executive Officer (CEO). The selected candidate is expected to work from our office in Technopark, Trivandrum, Kerala.

Key Responsibilities:

• Client Partnering through guidance

• Map client accounts and identify key stakeholders that may be involved in a digital transformation initiative.

• Build and maintain strong relationships with client stakeholders, ensuring regular engagement.
• Assess the digital maturity of the client and align with the key stakeholders of the client on a high level road map for their digital experience transformation journey.
• Understand client plans, decision-making criteria, and identify potential areas where Zyxware can provide support.

• Prepare and maintain consultancy maps and power maps for key accounts and conduct frequent check-ins with clients and delivery team at Zyxware on progress in the transformation journey.

• Account Planning & Growth

• Develop an annual profit and loss plan for client engagements aligned with client strategy and budgets and obtain approval from Engagement Manager at Zyxware.

• Review progress quarterly with clients, track actuals versus plan, and prepare reports for the Engagement Manager (EM)/ Project Manager (PM).
• Collaborate with the EM/PM to identify and pursue account growth opportunities.
• Work with EM/PM to design commercial proposals, negotiate terms, and close deals that meet revenue and profitability goals.

• Plan and execute contract renewals in a timely manner, incorporating lessons learned from past engagements.

• Operations & Customer Satisfaction

• Conduct weekly client calls to capture feedback, identify concerns, and publish minutes of meetings to both teams.

• Act as the first point of escalation for client concerns, ensuring timely resolution and reporting to EM, HR, and CEO.
• Support quality assurance efforts by contributing to the collection of client satisfaction (CSAT) scores.

• Demonstrate strong problem-solving, negotiation, and presentation skills to address client needs effectively.

• Team Collaboration

• Work closely with internal teams (sales, digital consultancy, QA, technical teams) to deliver value to clients.

• Ensure client needs and goals are prioritized in all service delivery efforts.

• Invoice & Billing Management

• Track invoices (to be raised, raised, paid, overdue) and maintain an updated billing dashboard.

• Follow up with clients to ensure timely collections within the credit period.

• Provide regular visibility of billing status to the Engagement Manager/Project Manager.

• Information Systems & Reporting

• Maintain accurate and reliable decision-support information systems for risk management and forward planning.

• Prepare and circulate meaningful account updates and newsletters for client stakeholders.

Qualifications:

• Education

• MBA/PGDM in Marketing / Systems / Finance. Academic performance is an important criteria for selection into the role.

• Bachelor's degree to be in B.Tech / B.E in Computer Science, Software Engineering or a related field.