RESPONSIBILITIES

Client Relationship

• Act as the senior delivery point of contact for client stakeholders — engaging at the account and escalation level, while the ALT manages day-to‑day communication and project status.
• Manage client expectations proactively — ensuring alignment between what was sold, what is scoped, and what is being delivered.
• Lead and facilitate Quarterly Business Reviews (QBRs), translating delivery performance into business impact narratives.
• Run NPS cycles and synthesize client feedback into actionable improvement plans.
• Lead scope change and change order negotiations at the account level, balancing client needs with margin integrity — supporting ALT when strategic or commercial complexity requires senior involvement.
• Build trusted advisor relationships with day‑to‑day client counterparts, escalating to Managing Director/Account Leadership when executive engagement is required.