Client Executive

About the role

The Client Executive role is the primary point of contact between Orange Business and its key client(s), manages the overall relationship with the client(s) from identifying their needs and goals down to delivering solutions and value to secure the ultimate customer experience. Leads and steers a Customer Team with the overarching goal of fostering long-term relationships to drive mutual success wherein the Customer is put at the Center.

Key purposes of the Client Executive Role within the Customer Centric Model include:

Customer Team Leadership: Steering cross-functional team(s) to align and orchestrate the account’s ’objectives with the overall company vision and foster strong customer relationships and key-stakeholder management, ensure solid topline growth and healthy financial performance, while delivering an unparalleled customer experience to the Client.

This role is a key contributor to the long-term vision and success of Orange Business through effective leadership, customer-centric business decision-making and operational excellence.

Client Relationship Management: Building and maintaining strong relationships with key clients to understand their needs, address concerns, and ensure satisfaction with the company's products and services delivered. Aim to become the trusted advisor for the customer. Client Executive is the guardian of the relationship leading towards that milestone.

Client Retention: Ensuring an elevated level of client satisfaction and loyalty to minimize churn and retain valuable clients over the long term. Acting as a trusted advisor and strategic partner to OB key clients, driving mutual success through successful Customer Team Leadership and orchestrating collaboration, innovation, and exceptional service delivery.

Revenue & Margin Growth: Ownership and management of the overall Business Performance of the Customer(s), as a Client Executive you will own and be responsible for the Client(s) P&L you oversee. Identify opportunities to upsell/expand additional products or services, cross-sell complementary offerings, and drive revenue/margin growth or optimization from existing contracts and services in existing client(s).

Strategic Partnership: Collaborating closely with clients(s) to fully understand their business objectives, challenges, geo-political customer landscape and aligning OB's offerings to provide tailored solutions that add value and drive mutual success supporting Customers Business Outcomes.

Advocacy and Referrals: Cultivating advocates among existing clients who are willing to provide. testimonials, referrals, and positive word-of-mouth recommendations, which can help attract new clients and drive overall business growth for OB.

Market Insights: Gathering and sharing insights from clients about market trends, competitor activity, and industry developments to inform strategic decision-making and product/service enhancements.

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.

Client relationship (Operational Experience & Customer Experience)

Establish and own account governance process and cadence.

Key stakeholder management at 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 QBR meetings with the relevant customer stakeholders

Drive continuous improvement cycles with the Customer Team.

Growth and profitability

Opportunity detection (including new portfolio) where BDM will own the Sales Motion, driving the opportunity on all aspects, In close collaboration with the Client Executive where the Client Exec manages the Customer stakeholders.

Owning overall Customer pipeline management assisted by the BDM’s.

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 .

Perimeter / Scope

Carry overall responsibility for Customer Leading and Lagging Indicators:

• Identify opportunities and follow up until closure in close alignment with the BD’s of the involved SVP teams
• P&L management – Understand account financial analysis and able to initiate and track improvement plan.
• Pipeline reviews/management with the involved BDM’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

Knowledge and abilities

• Strong business and financial acumen
• Good knowledge of Orange Business value proposition and solutions
• Business Case selling and justification of cost vs outcomes
• Good knowledge of Orange Business processes and organization
• Excellent organisation, co-ordination, communication, presentation, synthesis and reporting skills
• Client focused with strong interpersonal & negotiation skills.
• Teambuilder, used to work with different cultures and to work in a virtual matrix team environment.
• Ability to innovate and find improved ways of doing things
• Good understanding of major trends in IT (cloud-first, zero trust, marketplace, NextGen AI)
• Comprehensive management experience, strong leadership skills and able to work under pressure
• Analytical skills combined with a drive to grow OB share of wallet
• Excellent knowledge of written and spoken English language
• Strategic thinker and able to act at CxO level
• Good knowledge on AGILE@

Education, qualifications, and certifications

Degree in business, science/technology (or other relevant area), or equivalent relevant experience with a demonstrable commitment to self-development

Negotiation skills and Business case justification sales mode

Strong financial background - experience (P&L management)

Experience:

Minimum of 10 years of client facing experience in IT services.Experience in selling complex IT services/solutions

Experience in building client relationship at strategic level

Experience in managing geographically distributed teams.