We have seen client partners understand the business goals of their clients as deeply as their own. They are the lynchpins, the champions, who bridge the gap between traditional account management and a truly collaborative partnership.
The tech services market is fiercely competitive. Clients crave faster delivery, sharper results, and value beyond technology. Having spent years understanding the industry, we have witnessed this evolution firsthand. Client partners, therefore, have transformed from providers to partners. They have surpassed the stage of being a SPOC. They are an extension of the team, understanding challenges and aspirations, and executing success strategies. Client partners take ownership of the complete account, provide deeper insights and lead positive change both from the partner organization and the client.
But how do they achieve this level of management ability? They equip themselves with skills that make them drivers of value creation. Over the last 6 months, we have interviewed over 200 CXOs and gathered insights into what is expected of client partners.
What a client partner must bring to the table
Gone are the days of siloed account management. Client partners keep collaboration at the forefront. They intimately understand the business needs of their clients and chart a course for success. They act as strategic navigators in the rapidly changing digital landscape.
My conversations with CXOs have unveiled the following 5 attributes they believe are crucial for every client partner –
- Proactive Problem Solving
Client partners are more than issue resolvers – they are proactive problem solvers. Today, customers expect client partners to anticipate problems and develop solutions before any disturbances surface. They must resolve multidimensional problems (from skill set issues to delivery management).
Because they bring a deep understanding of the client’s business, they predict sector-specific challenges and provide contextual resolutions. A client partner aware of potential data migration challenges, for example, will initiate discussions with both the delivery and infrastructure team to suggest a smooth integration process. - Knowledge and Expertise
A client partner’s knowledge of the client’s business context on one hand and the expertise on the latest technologies and best practices apart from organizational capability on the other enable them to advise a technical roadmap with solutions that clients can leverage. CXOs expect strategic thinking and collaboration on the engagement.
For example, client partners can help their client understand the potential used case of Gen AI and recommend the right POC, pilot projects that are aligned to the organization’s charter. - Resource Management and Talent Development
CXOs are regularly concerned about the quality of talent. Client partners assemble the perfect team of experts and stay proactive in managing every resource. Customers expect them to execute nearshore and offshore strategies that bring the right talent on board.
For example, client partners work with horizontal and resourcing teams to service the client. Their goal is to ensure the client’s requirements are executed on the ground. They focus on identifying the people who will sync with the team, and ensure all teams align to effectively execute all plans. - Alignment and Collaboration
Client partners foster seamless connect and interaction between the client and the partner organization. Trust is built when Client partners respond to the unspoken needs, concerns, and challenges of their client. They must also be transparent in their communication, responsive, and alert to address concerns that drive improvements.
For example, when disagreements arise about the best approach for a task, the client partner must facilitate a collaborative workshop. They ensure all voices are heard and help teams reach a unified conclusion. - Innovation and Thought Leadership
Client partners must bring fresh perspectives. They challenge the status quo and propose innovative solutions to improve the client’s business. It includes continuously upgrading core services, suggesting cost-saving measures, and driving efficiency. Client partners act as advisors and demonstrate thought leadership to enhance their client’s revenue-generation capabilities.
For instance, a client partner suggests ways in which the app can be enhanced from the UI/UX perspective. They have a firm grasp of both the business and technology landscape, which makes them a key player in proposing innovative ways to improve or streamline processes.
Client Partners: the navigators of strategic success
Technology services are upgrading their operational areas frequently. Client partners match the pace of change, advise on the direction to take, and manage the overall project execution. Today’s businesses need people who are proactive and can connect the dots in multiple technologies to deliver actionable insights. Client partners anticipate storms, assemble the dream team, and speak the language of both tech and business. They are the all-in-one collaborators that drive projects to utmost success.
Traditional account manager models are now outdated. It’s time for client partners to take over and propel businesses to new heights. Embrace client partners in the team and unlock the complete potential of your projects.