ICP is a worldwide leader in Content Operations, offering Solutions that deliver exceptional business outcomes for global brands such as Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L'Oréal, NBCU, and Aetna. We help global companies get control of their content operations. We guide everything from content management and logistics to creative operations and production to digital commerce enablement so they can achieve a frictionless flow of content through all their systems and channels. Content confidently. ™
Role Overview
ICP Senior Client Partners are responsible for Business, Financial and Leadership success on strategic global accounts by building long-term, cross-functional partnerships, fostering client loyalty and business growth. Senior Client Partners drive overall account success and teams they lead by balancing client needs and ICP priorities, creating a win / win.
The ideal candidate will share and exhibit the characteristics of our teams' ambition:
Partner | Strategic and Inclusive
Innovator | Anticipate and Engage
Optimistic | Ambitious and Productive
Curious | Insightful and Intuitive
Accessible | Humble and Honest
Senior Client Partners are skilled at networking within large global organizations, understanding how to nurture relationships and inspire stakeholders across Marketing, IT, Sales, and Procurement. They embrace challenges to deliver exceptional results that drive client loyalty and advocacy.
They are strategic thinkers with natural curiosity and an entrepreneurial mindset, continually looking to help clients solve challenges that produce measurable value. They are adept at converting opportunities into business through consultative selling, leveraging the depth and breadth of ICP's solutions and services.
Excellent communication is critical to success, delivering complex information clearly and leveraging storytelling techniques to help support understanding.
Key Responsibilities
Business Strategy | Client Relationship Management
Cultivate relationships across client functions, diversifying ICP's points of contacts to ensure strong ties are in place with decision-makers and budget owners
Actively pursue conversations with clients on the strategic aims of the business
Develop near and long-term strategy based on knowledge of industry landscape, client readiness, business goals and objectives, and create action plan to deliver
Active listening and strategic questioning, challenge assumptions to find alternative solutions that go beyond short-term fixes and support long-term value-add
Spearhead new services and solutions, collaborating closely with service/solution leads to co-create opportunities, ensuring alignment with client goals to shape vision
Financial Strategy | Healthy Account Growth
Strong business acumen and understanding of commercial best practices to manage lifecycle of engagement, including:
accurately forecasting workstreams according to probability guidelines
invoicing strategies and payment terms to drive optimal cash flow
mitigating payment delays and resolving overdue payments
evaluating factors necessary for driving growth and improving margins
negotiating across multiple stakeholders (internal and external) and understanding of impacts on business
scope management - tracking against SLAs and proactively ensuring delivery
Ensure Proposals are developed strategically, rooted in solution-thinking and storytelling to drive conversion
Prepare Statements of Work built off proposals, ensuring SLAs are achievable and favorable terms and conditions for ICP
Consider and develop "as yet identified" opportunities, understanding the clients' KPIs to support business case development
Leadership Strategy | Delivery Excellence
Quarterly business reporting (QBR) with insights and analysis on how the work we do is supporting client business objectives
Regular review of ICP's original design to ensure still fit for purpose, proactively propose innovation on existing programs as needed
Prepare and present State of Account Reports and Snapshots with detail on client health wins / opportunities / risks and trends, progress against goals
Foster team growth by understanding their goals and enhancing their development experiences, coach and advise in collaboration with Service Leads
Lead by example - nurture a pro-active, solution-driven mindset through the team, share account strategy with your team so they can be part of its growth success
Communicate vision to internal team so they are armed with necessary knowledge to help support and the skills to deliver
Experience
Proven track record leading cross-functional teams and managing global accounts
Confident and adept at working across complex client organizations from senior-level and executive leadership to business owners and procurement
Influential and persuasive storyteller who can connect the dots for both clients and internal teams, clearly and concisely
Commercially experienced and astute at revenue and growth forecasting, pricing, risk mitigation, and margin management
Skilled in proposal development - authoring and management of proposal process
Proven ability to work both independently and in a cross-functional team environment building exceptional working relationships with clients and colleagues
Naturally curious and thoughtful leader who keeps abreast of industry news, technology trends, and best practices
Good listener and proactive problem solver with strong analytical skills, ability to synthesize information and ideas, adapt to changing needs, embrace challenge, and innovate.
Qualifications
Ten plus (10+) years of relevant account management experience in an agency or consulting firm with a proven track record of driving profitable account growth, engagement success, and client satisfaction
Five plus (5+) years of relevant experience working across the content ecosystem - can include content management, digital asset management, content production, content operations, digital transformation, e-commerce, and/or digital shelf