Own the client relationship for the life of the account. From onboarding onward the Client Partner is accountable for adoption, health, renewal and growth. This is where net revenue retention is won or lost, and where the installed base becomes the engine for expansion. Key Accountabilities The below are the list of key accountabilities for the Commercial Client Partner role.
• Own the relationship. Be the trusted commercial point of contact for the executive sponsor and the buying group across the account lifecycle.
• Drive net revenue retention. Protect the base through adoption and value realisation and grow it through structured expansion.
• Run the growth motion. Anchor expansion in the QBR. Map whitespace across Advisory and MSP services and turn account plans into cross sell and upsell that follow the path of least resistance rather than a heroic act.
• Run disciplined qualification. Apply MEDDPICC on every large pursuit. Kill weak deals early and protect time for the ones that can close.
• Secure renewals early. Manage the renewal calendar, surface risk ahead of time, and negotiate multi-year continuation.
• Leverage partners. Build relationships with strategic vendors and technology partners to unlock co sell, funding programs and customer events that accelerate account growth.
• Orchestrate delivery. Coordinate service, delivery and product teams so the client experiences one Nexon, and so delivery health carries through to satisfaction, retention and growth.
• Grow products per logo. Lift attach over the life of the account so each client deepens across the portfolio.
• Forecast and keep the record honest. Maintain activity, opportunities and account plans accurately in the system of record,
and forecast revenue, pipeline and account growth with a high degree of accuracy. Success Measures The below are the list of key success measures for the Commercial Client Partner role.
• Net Monthly Revenue (MRR) Expansion (primary)
• Annual Gross Profit (GP) against quota (primary)
• Products per logo growth and attach rate
• Adoption and account health signals
• QBR coverage and cadence adherence
• Forecast accuracy across the portfolio
• Reference and advocacy generation Capabilities And Experience The below are the list of key capabilities and experience for the Commercial Client Partner role.
• Proven account ownership with a retention and expansion track record
• Executive relationship depth and genuine trusted advisor credibility
• Commercial acumen to build expansion cases and negotiate renewals
• Ability to orchestrate across delivery, service and product functions
• Comfortable applying qualification discipline to expansion opportunities, not just adoption conversations Behavioural Profile The Trusted Challenger. A Challenger who has traded the cold open for the installed base, and who grows the account rather than just keeping the client comfortable. Teaches the executive a sharper view of their business and challenges the quiet "we are fine as we are" that caps expansion. Tailors the case across the buying group and arms customer champions to build consensus for the next investment. Takes control of the commercial agenda and refuses the caretaker role. Trusted advisor credibility is the licence to do all three. Reads account health early, treats expansion as a designed outcome rather than an accident, and owns the number while orchestrating delivery rather than owning it