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)

Renewals closed on time with minimal surprises and controlled concessions
Expansion growth driven by account planning and repeatable plays
Executive-level trust and multi-threading across key stakeholders
Forecast integrity (renewal + expansion) leadership can rely on
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 record

6. DECISION RIGHTS (MUST BE ENFORCED)

Owns the final recommendation on commercial strategy for renewals and expansions
Can commit to delivery-related milestones only when Delivery Owner confirms feasibility and scope assumptions
Can request pricing structures and quote development via Deal Desk within standard guardrails
Escalates margin exceptions, non-standard terms, and high-risk commitments via defined approval paths

7. EXPLICIT EXCLUSIONS (TO PREVENT ROLE DRIFT)

The CP does not:

Generate quotes, renewal paperwork, approvals packets, or contract administration (Deal Desk owns)
Own invoicing mechanics, usage reconciliation, or credit execution (Finance/Order Ops owns)
Serve as the support engineer or ticket owner (Support/TAM lane; CSM orchestrates)
Run delivery project management (Delivery Owner leads delivery governance)
Own solution architecture (Advisory/Pre-Sales leads; CP owns the commercial narrative)

8. KEY INTERFACES (HOW CP WORKS WITH THE REST OF THE MODEL)

CSM: adoption/value realization, health and risk sensing, governance cadence, renewal runway discipline
Advisory/Pre-Sales (Client Advisor): discovery, solutioning, demos, technical validation, roadmap shaping
Advisory Services: productized advisory engagements that create roadmaps and unlock expansions
Delivery Owner: delivery outcomes, costing inputs, change control triggers, scope feasibility
Deal Desk: pricing structure support, quote/renewal paper, approvals routing, guardrails enforcement
Finance/Order Ops: billing readiness, delinquency awareness, credits/usage workflows (as defined)

9. REQUIRED ARTIFACTS AND “DEFINITION OF DONE”

A CP is expected to maintain and use the following artifacts (tier-scaled):

Account plan and 90-day play plan
Stakeholder map and executive sponsor plan
Renewal runway plan (120/90/60/30 milestones and escalation triggers)
Mutual action plan for material expansions
QBR/EBR agenda and value scorecard narrative (A tiers)
Internal pod summary notes following key meetings, with next actions and owners

10. PERFORMANCE MEASURES (KPIS)

10.1. Core KPIs

Portfolio GRR and NRR
Renewals on-time rate and renewal forecast accuracy
Expansion pipeline coverage and progression velocity
Expansion win rate and average discount behavior vs guardrails
Executive engagement coverage for Strategic accounts (documented sponsor + cadence)

10.2. Quality KPIs

Margin compliance and exception discipline
Low “surprise churn” rate (risks surfaced early with action plans)
Adoption of standard plays and artifacts (process adherence tied to outcomes)

11. QUALIFICATIONS AND CAPABILITIES

Demonstrated success managing and growing complex customer portfolios (enterprise or upper mid-market)
Strong executive presence, negotiation skills, and multi-stakeholder deal leadership
Comfort selling blended solutions: advisory, implementation, managed services, AI-enabled CX improvement
High operational rigor (forecasting, CRM discipline, play execution)
Ability to lead cross-functional teams without formal authority

12. QUICK RACI CLARITY MAP

Activity	CP	CSM	Deal Desk	Delivery Owner	Advisory/Pre-Sales
Renewal strategy + customer conversation	A/R	C	C	C	C
Renewal runway discipline	A	R	C	C	C
Quote / paperwork / approvals packet	C	C	A/R	C	C
Expansion close	A/R	C	C	C	C
Solution discovery + architecture	C	C		C	A/R
Change control trigger	C	C		A/R	C

(A = Accountable, R = Responsible, C = Consulted)

Physical Requirements

Ability to sit for extended periods
Ability to lift or carry objects up to 10 lbs.
Frequent use of computer, telephone and standard office equipment.
Ability to travel for client meetings, training or installations.

Waterfield Tech is proud to be an equal opportunity employer.

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.

Waterfield Tech

Client Partner

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