Main Tasks :
Responsible for a portfolio of existing client accounts within the business and will be targeted to retain and grow those accounts.
Primary relationship contact within the existing client account
Retain and upsell clients by understanding client’s business and requirements to ensure highest level of service and maximise all potential opportunities
Manage and re-negotiate contract renewals (including price increases) on an ongoing basis
Drive upsell opportunities within your portfolio and ensure set up, order forms and invoicing.
Identify and qualify cross sell opportunities with the Sales team which will be recorded via an opportunities pipeline in Salesforce
Responsible for new products when onboarded by Sales and Customer Success teams into existing accounts
Develop long-term relationships with this portfolio of clients, connecting with key business executives and stakeholders up to C level
Maintaining regular contact with clients and lead quarterly business reviews (QBRs) with larger accounts
Providing feedback to cross-functional internal teams to ensure customer needs are met. These actions will be taken by these cross-functional internal teams and should be recorded on CRM and fed back to Client with the AM cc’d.
e.g. This could include setting up, chairing or attending internal meetings as required to proactively address client's expectations and facilitate positive outcome).
Creating and maintaining Account Plans for larger / key clients to develop client accounts and strategy
Identifying account risks, creating and implementing At Risk plans through to a positive resolution and should be placed in Salesforce
Fully understand our proposition and be able to demo / discuss products / services in detail and work with Propositions to stay up to date.
at present updates done in monthly meetings)
Manage the client cancellation process
Communicate the progress of monthly / quarterly objectives to internal stakeholders
Forecast and track key account metrics in Salesforce
Meetings, minutes and actions to be recorded in Salesforce
Maintain and develop industry and product knowledge by participating in training opportunities (internal sessions), reading professional publications (e.
g. FE Trustnet, Money Marketing, FT, Citywire, Boring Money) and sharing in TEAMS. Maintaining personal networks via Linkedin
Attend and representing the company at marketing, conferences and Industry events
Skills Requirements :
Proven account management experience
Ability to understand and interpret client data in a clear and commercial manner
Effective Communications / Stakeholder management skills :
Presenting and influencing credibly and effectively at all levels of the organization, including executive and C-level,
Presenting client data in a commercial manner
Managing internal stakeholder
Excellent active listening, negotiation and presentation skills
Excellent verbal and written communications skills
Ability to challenge effectively
Fluent in English (C1), French / German would be advantageous
Professional curiosity, proactive and resourceful
Experience in delivering client-focused solutions based on customer needs
Self-motivated and able to thrive in a results-driven environment
Natural relationship builder
Effective Time Management
Critical thinking and problem-solving skills
Keen attention to detail and adherence to deadlines
Team Player with the ability to adapt / can do attitude
Maintain relevant CPD
Proficient at Microsoft Office Suite