Client Partner (Retail)

The Opportunity

The Client Partner is responsible for managing and growing strategic client relationships across assigned accounts. Acting as the primary business point of contact, the Client Partner will oversee the entire client lifecycle, including relationship management, account growth, customer satisfaction, service delivery governance, executive stakeholder engagement, and revenue expansion.

This role is focused on maximizing the value of existing client relationships through a consultative approach, identifying new opportunities, expanding service offerings, and ensuring successful delivery outcomes. The Client Partner works closely with Sales, Delivery, Technology, and Operations teams to drive long-term client success and business growth.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned strategic accounts.
  
• Build and maintain trusted relationships with client stakeholders, including executives, business leaders, and technology teams.
  
• Conduct regular business reviews and governance meetings.
  
• Understand client business objectives, challenges, and strategic priorities.
  
• Act as the voice of the client within the organization.
  

Account Growth & Revenue Expansion

• Develop and execute account growth plans for assigned clients.
  
• Identify opportunities to expand existing engagements and introduce new services and solutions.
  
• Collaborate with internal teams to position Infoya's capabilities, accelerators, and AI-driven offerings.
  
• Drive account revenue growth through cross-selling and upselling activities.
  
• Support contract renewals, extensions, and commercial discussions.
  

Delivery Oversight

• Partner with delivery leadership to ensure successful project execution and client satisfaction.
  
• Monitor delivery health, project performance, resource utilization, and risk management.
  
• Escalate and resolve client concerns proactively.  
  
• Ensure commitments and service levels are consistently achieved.
  

Executive Engagement

• Establish strong executive-level relationships within client organizations.
  
• Facilitate strategic discussions regarding digital transformation, AI adoption, quality engineering, cloud modernization, and other technology initiatives.
  
• Represent Infoya at executive steering committees and client governance forums.
  

Customer Success & Retention

• Drive high levels of customer satisfaction and account retention.
  
• Measure and monitor customer health through feedback mechanisms, CSAT, NPS, and regular client interactions.
  
• Develop mitigation plans for at-risk accounts.
  
• Ensure clients realize measurable value from Infoya's services.
  

Strategic Planning

• Develop annual account plans and growth strategies.
  
• Maintain account forecasts, pipeline visibility, and growth targets.
  
• Collaborate with marketing, sales, and technology teams on strategic initiatives.
  

Success Metrics

• Account revenue growth
  
• Gross margin performance
  
• Client retention rate
  
• Customer Satisfaction (CSAT)
  
• Net Promoter Score (NPS)
  
• Expansion revenue (cross-sell and upsell)
  
• Renewal and contract extension rates
  
• Executive relationship coverage
  
• Delivery health and account profitability
  

Requirements

Required

• 10+ years of experience in IT services, consulting, account management, customer success, or client relationship management.
  
• Experience managing enterprise or strategic client accounts.
  
• Understanding of managed services, project delivery, and professional services engagements.
  
• Strong understanding of technology services, digital transformation, application development, cloud, data, AI/ML, or quality engineering services.
  
• Proven ability to grow existing accounts and expand client relationships.
  
• Excellent communication, presentation, and stakeholder management skills.
  
• Experience working with executive-level client stakeholders.
  
• Experience working in retail vertical.
  

Preferred

• Experience managing Fortune 500 or large enterprise accounts.
  

Benefits

Annual Salary Range: CAD $150,000 to $225,000

The final compensation offered will depend on local market conditions and geographic location, as well as job-related factors such as the candidate’s knowledge, skills, qualifications, relevant experience, and education/training. Compensation may also include additional components such as benefits, and/or other incentives, where applicable. In accordance with new employment standards requirements, we retain copies of this job posting and applicant information for three (3) years after the posting is removed. We do not use AI technology; all applications are also reviewed by our recruitment team.

Infoya is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, aboriginal status, or any other legally protected factors.