client manager
Responsibility
- renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion
- identify areas of development within the Client Success Managers and ensure that the team remains world-class
- establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth
Show more +20 - oversee the retention of our customer base with the continuous coaching of our Client Success Managers
- identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results
- coach and mentor Client Success Managers to ensure the successful development of strategic customer account plans
- ensure Client Success Managers maintain currency in Blackline Safety products and become product experts in all Blackline products and services
- develop customer account plans in partnership with other Blackline teams and distribution partners
- work with the Client Success Managers to escalate internal and external concerns, by ensuring that all resources used maintain customer satisfaction
- working in collaboration with the Director, Client Success, building leading, and mentoring the Client Success team, by ensuring the team remains objective and results driven
- work as an ambassador to help clients realize the full benefit of available Blackline products and services
- effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter
- provide feedback to product management team on long term trends that may affect customer satisfaction or retention
- report on KPIs to Management
- actively look for ways to improve process efficiencies and effectiveness
- oversee the renewal of customer service contracts through the oversite of renewal quotes and ensure our Client Success team follows through to completion
- monitor work schedules for the team to ensure they meet deployment demands both locally and internationally, recommending adjustments as required
- plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution
- other duties as assigned
- aid in documenting procedures, establish training
- interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving
- actively looks for ways to improve process efficiencies and effectiveness
- ensure that Client Success Managers are providing feedback to product management teams on long-term trends that may affect customer satisfaction or retention
Requirements
- post-secondary degree in business or marketing is an asset
- post-Secondary education or equivalent certification in a business-related field is an asset
- minimum 3 years of B2B sales, or account management
Show more +9 - 2-3 leading a customer-facing systems implementation customer support team
- proven track record of leading and energizing a group to be successful and meet targets
- functional in using MS Office and other corporate administration tools
- ability to drive results in an ever-changing environment
- excellent customer service skills, a desire to understand each customer’s needs, and help find the right solution for them
- ability to identify meaningful metrics for reporting and analysis of operational issues
- proven experience managing customer relationships
- ability to travel up to 25%
- clear communication, both written and verbal with strong interpersonal skills
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