Client Partner Manufacturing & Hi-Tech

About the Role

Key Responsibilities

• Own end-to-end relationship management for a portfolio of enterprise clients in the Manufacturing and Hi-Tech sectors acting as their strategic advocate internally and externally.
• Build and maintain strong executive-level relationships (C-suite VPs and Procurement leaders) across client organizations.
• Lead Quarterly Business Reviews (QBRs) and executive engagements presenting performance insights roadmaps and value realization stories aligned to clients operational and technology goals.

• Drive client retention and satisfaction by proactively monitoring account health identifying risk signals early and resolving escalations before they impact the relationship.
• Develop and execute tailored account plans that align client business objectives including lean operations digital transformation and product lifecycle management with our BPO service capabilities.
• Ensure consistent adherence to SLAs KPIs and contractual commitments across all service lines within the account.

• Identify up sell and cross-sell opportunities within existing accounts (e.g. expanding from back office to F&A HR outsourcing or technical helpdesk) and partner with Sales to close incremental revenue.
• Lead contract renewals amendments and service expansions in alignment with commercial targets and client investment cycles.

• Collaborate with Operations Delivery Technology and Finance teams to ensure seamless high-quality service delivery for Manufacturing and Hi-Tech clients.
• Serve as the voice of the client internally influencing service improvements and innovation roadmaps based on sector-specific client feedback (e.g. Industry 4.0 readiness IoT support needs supply chain resilience).
• Mentor and guide junior Client Success and Account Management team members.

Requirements

• 15 years in account management client services or customer success with at least 5 years in a BPO outsourcing or managed services environment.
• Demonstrated track record of retaining and growing large complex enterprise accounts ideally within Manufacturing Industrial Semiconductor Electronics or Hi-Tech verticals.
• Experience managing accounts with significant annual contract values and multi-year renewal cycles.

• Strong understanding of Manufacturing and Hi-Tech business models including supply chain operations engineering support product lifecycle management and digital/Industry 4.0 initiatives.
• Familiarity with common BPO service lines relevant to these sectors: technical helpdesk & field support supply chain BPO finance & accounting HR operations and IT outsourcing.
• Awareness of compliance and regulatory requirements relevant to manufacturing (e.g. ISO standards export controls) is a plus.

• Executive presence with the ability to engage and influence C-suite stakeholders across large matrixed organizations.
• Exceptional communication negotiation and presentation skills able to translate complex operational data into compelling client narratives.
• Data-driven mindset with experience using CRM tools (e.g. Salesforce) and service performance dashboards.
• Ability to manage multiple high-priority accounts simultaneously in a fast-paced client-facing environment.

• Bachelors degree in business Engineering Technology or a related field required.
• MBA or equivalent advanced degree is a plus.

What We Offer

• Competitive base salary with performance bonus tied to retention and growth targets
• Executive-level visibility and influence within the organisation
• Opportunity to work with global marquee clients in high-growth Manufacturing and Hi-Tech segments
• Exposure to cutting-edge digital transformation and Industry 4.0 initiatives
• Flexible and hybrid working arrangements