Job Purpose:
To develop and maintain client relationships through gaining an understanding of their requirements. The goal is to contribute to sustaining and growing our business to achieve long-term success enabling achievement of the budget and 3YP.
Overall Objectives:
- Develop and maintain trusting relationships with a portfolio of clients to ensure they do not turn to competition, supporting the growth of the business in line with the budget and 3YP.
- Acquire a thorough understanding of client needs and requirements to ensure we can tailor our service. Enabling the business to retain clients in line with retention targets supporting the delivery of the budget and 3YP.
- Expand the relationships with customers by continuously proposing solutions and products that meet their objectives.
- Develop, maintain, and evolve BAB’s Customer First Policy (CFP) within the CST to reduce customers service response times, maximise customer satisfaction and therefor ensure a reduction in client churn
- Ensure the appropriate products and services are offered and delivered to customers in a timely manner to uphold client satisfaction levels in line with business KPI’s and to maintain our positive Feefo and Glassdoor reviews
- Serve as the link of communication between clients and internal teams ensuring any issues or opportunities are resolved in a timely manner with minimal impact to the client.
- Seek out new ideas and amend current systems to better enhance customer engagement with BAB continual improvement culture making BAB the company of choice to all customers – easy to work with. Thereby increasing customer retention and further improving business opportunities in the future.
- Continuously increase knowledge and expertise in the relative sector through training
- Foster a team player spirit by embracing the BAB mission, Vision and Values
- Working within guidelines set with all divisions of the organization to achieve the respective company goals
- Resolve any issues and problems raised by clients and deal with complaints effectively and efficiently in line with business KPI’s to maintain trust and client retention targets.
- Be the primary point of contact and build long-term relationships with clients enabling continuity of service and effective communication throughout the life cycle of the client.
- Prepare regular reports on the current and forecasted customer retention rates and feed back to the Client Services Manager, enabling the business to foresee and prevent any potential issues
- Planning, implementing and monitoring your daily activities ensuring that all tasks and activities are dealt within a timely manner inline with the customer first policy
- Support business will all aspects of customer service to meet and exceed company and group objectives
- Achieving key performance indicators (retention, daily rate, client churn, pace and billable days
- Developing and fostering strong relationship with customer and all other colleges within the BAB family
- Keep the Client Services Manager and Director of Client Operations informed of any industry customer trends, competitor activity and suggest future actions based on customer demand and market trends
- Upon request attend any online meetings with clients
- Managing the allocated portfolio of clients from start to finish, being the single point of contact through their ISO journey
Success criteria:
- Developing and maintaining trusting relationships with a portfolio of clients to ensure they do not turn to competition. Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives to include products and services from the Group portfolio.
Context:
The Client Account Manager is accountable for:
- Acting as a single point of contact for a portfolio of clients, develop solid and trusting relationships and offering effective solutions for client needs.
- Negotiating contracts and close agreements with clients to maximize profits and support the growth of the business targets and objectives
- Regularly report on the progress of monthly/quarterly client retention and client feedback
- Collaborating effectively with all key internal teams to maximise client satisfaction and BAB retention expectations
Competencies:
High level behavioural indicators
- Highly motivated to deliver results – tenacious and resilient. Follows through to achieve targets and objectives.
- High levels of integrity and professionalism when dealing with all client queries.
- Proven ability to juggle multiple account management projects at a time, gaining an in depth understanding of clients, while maintaining sharp attention to detail
- Strong verbal and written communication skills – collaborates across teams effectively
- Proven ability to juggle multiple account management projects at a time, gaining an in depth understanding of clients, while maintaining sharp attention to detail
- Good understanding of customer and products on offer
- Understanding diverse cultures, business practices and setting priorities to ensure a first class service
- Time management and organizational skills
- Managing an active and diverse workload . Take initiative and ownership
- Able to think strategically and practically
How to Apply:
If you’re interested in a confidential conversation, please email your CV to recruitment@amtivo.com.
