Client Partnership Director

PARTNERSHIP DIRECTOR, PRODUCT

Position Overview

As a Client Partnership Director at Mondo Robot (mondorobot.com), you will lead and grow strategic relationships across a portfolio of assigned clients, serving as a trusted partner who connects client business needs with Mondo’s digital product, design, technology, and experience capabilities.

You will help clients identify the right problems to solve, shape opportunities into actionable engagements, and ensure Mondo consistently delivers value by understanding their business, customers, priorities, and organizational dynamics.

Sitting at the intersection of client partnership, account strategy, commercial stewardship, and digital product advisory, you will collaborate with cross-functional and Delivery & Production teams to maintain account health, address risks, and expand partnerships.

The Client Partnership Director is accountable for the health, strategic direction, and growth of assigned client relationships. Delivery & Production is accountable for the day-to-day execution and delivery of the work. 

Key Responsibilities

1. Client Partnership & Relationship Leadership

      Own senior-level relationships across a portfolio of assigned Mondo clients, becoming a trusted partner to client stakeholders.

      Gain deep insight into each client's business model, industry, priorities, and success metrics.

      Build relationships across multiple levels and functions within client organizations rather than relying on a single point of contact.

      Establish clear, proactive, and transparent communication with clients and internal teams.

      Anticipate client needs, concerns, and risks and address them before they become escalations.

      Serve as a senior escalation point for relationship, scope, expectation, and strategic issues within assigned accounts.

      Regularly assess client health and develop action plans to strengthen relationships where needed.

      Escalate material risks that require broader commercial, operational, staffing, or executive-level intervention.

2. Account Strategy & Planning

      Develop and maintain strategic account plans for assigned clients that connect client business objectives with opportunities for Mondo to create measurable value.

      Translate client short- and long-term priorities into actionable engagement roadmaps.

      Challenge incoming requests and briefs when appropriate to ensure Mondo is solving the underlying business or user problem.

      Establish clear client objectives, outcomes, success measures, decision-makers, and priorities before work enters delivery.

      Lead regular account reviews and strategic planning conversations with clients.

      Maintain visibility into key account risks, opportunities, stakeholder changes, upcoming initiatives, and competitive considerations.

      Bring relevant market, technology, user, and digital-product trends into client conversations when they create meaningful business value.

3. Digital Product & Experience Advisory

      Serve as a credible strategic partner on digital products and experiences, helping clients connect business goals with user needs and technology opportunities.

      Understand modern digital product practices including discovery, product strategy, UX/UI, design, engineering, content platforms, analytics, experimentation, accessibility, and iterative delivery.

      Partner with Delivery & Production, Design, Technology, and Strategy leaders to shape recommendations and solutions for client challenges.

      Help clients prioritize opportunities based on business value, user impact, feasibility, investment, and risk.

      Connect the right Mondo subject-matter experts to client challenges rather than attempting to independently own every discipline.

4. Commercial Stewardship & Account Health

      Maintain full visibility into account commercial health, including revenue, contracted work, pipeline, and trade-offs. Partnering with Delivery & Production, and Leadership.

      Lead or contribute to scope, proposal, renewal, and contract conversations within assigned accounts.

      Ensure client expectations and proposed solutions are aligned with available scope, budget, timeline, and studio capabilities.

      Provide accurate account-level revenue, profitability, renewal, and opportunity inputs to support portfolio forecasting and planning.

5. Account Growth & Business Development

      Proactively identify opportunities to deepen and expand assigned client relationships.

      Maintain a clear growth strategy and pipeline for organic opportunities within assigned accounts.

      Connect emerging client problems and business priorities with relevant studio capabilities and services.

      Lead strategic conversations, presentations, proposals, and pitches related to organic growth within assigned accounts.

      Support broader new-business efforts when relevant by bringing client leadership, digital-product expertise, and strategic storytelling to pitches.

      Help demonstrate the ongoing value and impact of Mondo's work to create momentum for continued partnership.

6. Delivery Governance & Internal Alignment

      Partner closely with Delivery & Production to create a seamless transition from opportunity and scope through project delivery.

      Ensure teams enter engagements with clear documentation of client objectives, requirements, assumptions, success criteria, stakeholders, scope, decisions, risks, and open questions.

      Maintain alignment between client expectations and internal delivery realities throughout the engagement.

      Participate in key project governance and client checkpoints without replacing the Delivery & Production lead responsible for day-to-day execution.

      Surface changes in client priorities, business conditions, or stakeholder expectations to delivery teams early.

      Partner with leadership on key scope, budget, timeline, and resource decisions while resolving complex client challenges effectively.

7. Leadership & Team Collaboration

      Model strong client partnership practices across Mondo and help elevate the studio’s approach to account management.

      Create clarity for cross-functional teams around the client's business context, desired outcomes, priorities, and expectations.

      Provide coaching and mentorship to partnership/account team members as appropriate. Currently this role does not have managerial responsibility but will likely evolve to in the near future.

      Foster an environment in which teams can communicate openly about risks, constraints, and opportunities without fear of creating client conflict.

      Advocate for solutions that balance exceptional client service with sustainable ways of working for Mondo teams.

      Contribute to improving account-management practices, tools, templates, reporting, and processes across the organization.

What Success Looks Like

Success in this role means:

      Assigned clients view Mondo as a trusted strategic partner rather than simply a project vendor.

      Mondo has strong, multi-threaded relationships across key client organizations.

      Client goals, priorities, health assessments, and growth plans are documented and understood internally.

      Existing relationships generate sustainable opportunities for continued and expanded partnership.

      Delivery teams receive clear context and expectations and can focus on executing excellent work.

      Clients understand the impact and value Mondo is creating.

      Growth within assigned accounts does not come at the expense of project health or team sustainability.

      Executive Leadership has clear visibility into account health, growth opportunities, and risks that may require broader portfolio decisions.

Qualifications

      8+ years of experience in account management, client partnership, consulting, digital strategy, product, or related client-facing roles, preferably within a digital product agency, consultancy, experience agency, or product studio.

      Proven track record of building and growing trusted relationships with senior and executive client stakeholders.

      Strong understanding of the digital product lifecycle and experience working with multidisciplinary teams across product, strategy, design, engineering, and delivery.

      Demonstrated commercial acumen, including experience with account planning, forecasting inputs, scoping, proposals, renewals, and/or contract conversations.

      Strong facilitation, presentation, storytelling, and executive communication skills.

      Excellent judgment and the ability to navigate ambiguity, competing priorities, difficult conversations, and client escalations.

      Ability to manage multiple client relationships and opportunities simultaneously while maintaining a high level of organization and follow-through.

      Demonstrated ability to collaborate effectively across disciplines without relying on direct authority.

You'll Thrive in This Role If You

      Are genuinely curious about how your clients' businesses work and why their problems exist.

      Build relationships through trust, empathy, transparency, and follow-through.

      Ask thoughtful questions and are comfortable respectfully challenging assumptions.

      Can move comfortably between executive-level strategy and the realities of delivering digital products.

      Bring clarity to ambiguity and help groups align around decisions and next steps.

      Believe progress, learning, testing, and optimization are more valuable than pursuing perfection.

      Spot opportunities without turning every client conversation into a sales conversation.

      Understand that great client service includes protecting the conditions teams need to produce great work.

      Take ownership within your remit while knowing when a decision requires broader Delivery, Operations, or Executive Leadership involvement.