Client Partner

Client Partner (CP): Role Charter and Job Description

1. ROLE SUMMARY

The Client Partner (CP) owns the commercial performance and strategic relationship for a portfolio of WFX customers. CPs are accountable for renewal execution and expansion growth by leading outcome-based customer conversations and orchestrating internal resources (CSM, Advisory/Pre-Sales, Delivery Owner, Deal Desk). The CP is the quarterback of the account team and ensures the right specialists engage at the right time with a single, consistent customer narrative.

2. WHY THE ROLE EXISTS

WFX is building a GTM model that scales through segmentation, pod-based coverage for Strategic accounts, standardized commercial workflows, and empowered delivery . The CP exists to:

- Drive profitable retention + growth (GRR/NRR) in the installed base

- Build executive relationships that reduce churn risk and increase strategic relevance

- Create and close expansion opportunities using a repeatable playbook

- Protect time for selling by moving “paper” and operational work to the right functions

- Ensure delivery commitments and commercial commitments remain aligned

3. PRIMARY OUTCOMES (WHAT “SUCCESS” MEANS)

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Renewals closed on time with minimal surprises and controlled concessions

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Expansion growth driven by account planning and repeatable plays

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Executive-level trust and multi-threading across key stakeholders

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Forecast integrity (renewal + expansion) leadership can rely on

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Internal orchestration that reduces friction and accelerates customer decisions

4. SCOPE AND COVERAGE MODEL

CPs own a customer portfolio aligned to WFX segmentation tiers (A1/A2/B1/B2), with coverage intensity based on tier.

4.1. Coverage intent by tier

Segment

CP focus

Coverage posture

A1

Deep strategic coverage, exec governance, multi-threaded expansion

Pod-led, high intensity

A2

Retain and selectively expand, strong governance with lighter intensity

Pod-led, moderate intensity

B1

Create expansion pipeline, prioritize accounts with clear upside

Scaled coverage + targeted specialists

B2

Retain efficiently, low-touch motions, exceptions only

Tech-touch / pooled support

5. CORE RESPONSIBILITIES

5.1. Customer strategy and executive relationships

- Own the account plan (A1/A2 required, B1 simplified) tied to customer outcomes and WFX growth priorities

- Build and maintain executive sponsor maps and relationship strategies

- Lead QBR/EBRs for Strategic accounts, ensuring each produces clear next actions and measurable value narratives

- Serve as the primary commercial escalation point for executive-level issues and risk

5.2. Renewal ownership and retention execution

- Own renewal outcomes end-to-end: strategy, negotiation approach, internal alignment, and signature

- Drive renewal discipline using a renewal runway approach (120/90/60/30 milestones) in partnership with CSM and Deal Desk

- Coordinate approvals and exceptions through defined governance paths

- Protect profitability by aligning renewals to pricing/margin guardrails and approved exception processes

5.3. Expansion and growth

- Build and advance expansion pipeline through account-based discovery, targeted plays, and multi-stakeholder alignment

- Own commercial close on expansions, including bundled solutions across services, managed services, AI, and ecosystem capabilities

- Keep the solution narrative anchored on measurable outcomes and value realization

- Partner with Advisory/Pre-Sales and Delivery Owner to translate customer needs into feasible, scoped outcomes

5.4. Orchestration and operating cadence

- Lead the internal pod rhythm for Strategic accounts (cadence appropriate to tier and complexity)

- Ensure role clarity across CSM, Advisory/Pre-Sales, Delivery Owner, and Deal Desk to prevent work leakage

- Maintain CRM hygiene and forecast accuracy for renewals and expansions

- Capture key account intelligence and stakeholder context in the system of r