Client Partner

ABOUT UBIMINDS

Ubiminds, a GPTW-certified company, prioritizes placing people first. Specializing in partnering with U.S. software firms, Ubiminds meticulously selects the top 5% of talent from Brazil to drive growth strategies in the LATAM region.

ABOUT THE ROLE

The Client Partner is responsible for managing a portfolio of client accounts from the initiation of the first contract. Serving as the primary point of contact, you will handle scenarios such as client requests for additional engineers or noticing deviations from agreed-upon outcomes before the client does. Your role involves overseeing the relationship, ensuring renewals, facilitating expansion, and achieving revenue targets.

This position is not a standard account manager role focused solely on managing email correspondence. As a Client Partner, you will be accountable for driving retention and growth targets, engaging with client executives, and transitioning from basic staff augmentation to tailored consulting services centered around achieving specific outcomes. If you excel in fostering relationships equivalent to managing a small profit and loss statement, and can pivot between discussing technical roadmaps with a Chief Technology Officer and financial margins with the CFO, continue reading.

Responsibilities & Core Duties

• Manage a portfolio of U.S. client accounts by monitoring their overall health, satisfaction levels, renewal rates, and revenue.
• Drive net revenue retention and expansion by bolstering accounts with additional engineers, implementing Furiosa initiatives like AI Delivery Pods and the AI Acceleration program, and integrating advisory services.
• Establish an operational schedule for each account, including creating quarterly strategic plans, conducting quarterly business reviews (QBRs), maintaining a monthly cadence for Tier 1 Strategic accounts, and ensuring an accurate account health assessment.
• Lead efforts related to client renewals and commercial matters, such as extending Statements of Work (SOWs) and Master Service Agreements (MSAs) while sustaining profitable pricing structures and a reliable forecasting process.
• Collaborate closely with delivery leads and the LatAm talent team to ensure that deployed personnel are equipped to deliver on intended outcomes. Manage transitions smoothly in cases where the fit is not optimal.
• Cultivate multi-layered relationships with client executives, extending trust beyond individual champions up to the C-suite to mitigate risks associated with employee turnover.
• Act as the primary liaison between clients and the organization, using insights gathered from client feedback to enhance Furiosa solutions and inform market strategies.

REQUIREMENTS (WHAT YOU NEED TO HAVE)

• Possess a minimum of seven years of experience in managing client relationships and achieving revenue targets within the realms of staff augmentation, IT services, consulting, or enterprise Software as a Service (SaaS) sectors targeting U.S. clientele.
• Demonstrate a proven track record of success in enhancing client retention and spearheading expansion initiatives through successful renewals, meeting revenue quotas, and achieving objectives.
• Possess an in-depth understanding of software development processes, including agile methodologies, engineering staffing practices, distributed or nearshore delivery models. Ability to engage confidently with engineering leadership without necessitating coding skills.
• Strong grasp of commercial operations involving the creation of SOWs, MSAs, pricing strategies to maintain profit margins, and accurate forecast preparation with the capacity to justify pricing decisions.
• Familiarity with enterprise-level artificial intelligence (AI) adoption trends to engage in strategic discussions with client executives, identify realistic initiatives from buzzwords, and offer informed insights.
• Demonstrated executive presence, a consultative approach to decision-making, ability to prioritize active listening, address challenging issues directly, and instill confidence in stakeholders.
• Native-level fluency in English with a sound understanding of U.S. business culture.

NICE-TO-HAVES (WHAT WILL SET YOU APART)

• Previous experience working within offshore or nearshore delivery frameworks and proficiency in recognizing their potential challenges.
• Exposure to selling or delivering services in artificial intelligence (AI), machine learning (ML), or data analysis fields.
• Proficiency in Portuguese or Spanish.
• Previous involvement in structuring account management frameworks, allowing for shaping and improving existing processes within the organization.