Client Executive

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