Key Responsibilities:

• Maintain and develop long-lasting relationships with your portfolio of clients to maximise potential

• Understand the client’s business, customers, markets and competitors plus, an understanding of the clients’ internal issues, processes and policies.

• Conduct quarterly review meetings and proactively communicate to clients regarding new products and services suitable for them

• Identify opportunities to maximise and increase revenue

• Regularly review clients’ products and services to ensure quality of service

• Resolve complex queries and complaints, and escalate where necessary

• Maintain an unrivalled customer experience

• Ensure client SLAs are met

• Report internally on KPIS and commercial results including potential risks

• Have a financial understanding of products and services offered

• Manage and mentor a team of Account Executives and Customer Service Administrators

• Development of team via training, coaching and mentoring

• Identify skill gaps and opportunities for growth 

• Performance management and appraisals

• Onboarding and training

• Identify operational issues and problem solve

• Liaise with internal teams and suppliers

• Administration tasks related to the role including keeping systems up to date

• All staff are responsible for adhering to the ISO Policies and Procedures in place

You Will:

• Previous experience of client relationship management

• Experience of managing a small team

• Experience in the print, creative or SAAS industry an advantage

• A confident communicator both internally and externally

• Team leadership

• Influence sales through investigating client’s needs and unstated needs

• Work under pressure to strict deadlines, whilst still maintaining a high level of attention to detail

• Forward thinking and proactive approach

• Problem solving and decision making

• Commercial awareness

• Able to work to targets

• Work independently and as part of a team

• Excellent organisational and time management skills

• Experience with Excel, Word, Outlook, Internet and Internal systems