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Client Relations Manager

Sales & Marketing

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Overview of Role
Based in Christchurch, Dorset, as a Client Relations Manager you will engage with an existing base of corporate customers located around the world, as well as on boarding new customers.

Acting as the customer advocate, you will ensure your clients witness a clear ROI and realise the value of Anvil’s technology solutions at the earliest opportunity. You will be responsible for achieving satisfactory Net Promoter Scores and for supporting the contract renewal process. You will deal with standard system users, as well as key stakeholders and decision makers using more complex variants of our systems, and will be the voice of the client internally making suggestions for areas of product development.

Additionally, as Team Leader, you will be responsible for ensuring other members of the Client Relations team are meeting their KPIs and coach them to success accordingly.

 

Key Accountabilities:
Proactive management of a portfolio of c60 client accounts.

On boarding

·       Working closely with the sales and technical implementations teams to ensure a smooth “go    live” and introduction of procured products to new customers.

·       Work with customers to design their Customer Experience programmes.

·       Developing and editing written documents that are vital to delivering world class training programmes.

·       Provision of new-user training and marketing collateral to support product engagement.

·       Display expert knowledge on products and services.

·       Development and maintenance of strong customer relationships via telephone and email.

Established Clients

·       Closely monitor all assigned accounts; providing insight to customers.

·       Anticipate customers’ requirements and possible challenges – make our customers successful!

·       Provision of “light touch” technical support and assistance throughout the contract life-time.

·       Set-up of client ad-hoc reporting requirements.

·       Identify potential issues within the accounts and work with the wider business to take timely and effective action to resolve them.

·       Identification and development of new business opportunities with your client base by promoting Anvil’s services (enhancements/updates/new initiatives/maintenance/training).

·       Supporting the Account Director with negotiation and management of your client’s contract renewal process.

·       Work collaboratively with the marketing team to build case studies, customer testimonials and referrals.

·       Turn customer feedback into actionable insights to help the CTO prioritise updates to the product roadmap.

·       Contribute to the development of company goals, growth and profitability targets.

·       Administrative work as required (database management, contract administration etc.)

 

Knowledge & Experience:
Essential

·      1-3 years of professional experience of owning, growing and maintaining key accounts.

·      An ability to retain business and upsell additional products to existing clients.

·      Outstanding presentation and clear communication skills.

·      Proven track record of building strong professional relationships with customers.

·      Highly proficient in spoken and written English.

·      Strong business acumen, giving you the ability to understand your client’s needs.

·      A tenacious, determined and persuasive approach to client relationship building.

·      High levels of integrity.

·      The ability to find solutions to challenges.

·      Logical mind, self-motivated, forward-thinking and highly organised.

·      Most importantly – a devotion to client satisfaction!

 

Desirable

·      Experience in sales, consulting and client facing roles.

·      Experience in SaaS, E-commerce and technology.

·      Experience in NPS and measuring customer satisfaction.

·      Experience with CRM software, ideally Salesforce.

·      Experience with marketing technologies, like Hubspot.

·      Proven track record of working with large corporate clients.

·      Additional European languages.