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Client Account Manager - CX / CEM Consulting

Location London, United Kingdom
Posted 10-January-2019
Description

Your account management skills are first rate, you really enjoy working consultatively with your clients on their CX / CEM issues, youre a great team player and youd really like a more visible and impactful role. If this sounds like your current situation, read on!

Our client is a small, dynamic and growing Customer Insight Consultancy. They are looking for an exceptional Client Manager to position the company as a trusted partner with their clients. Joining them at this exciting time will have you being part of their future success.

Our client specialises in providing actionable insight to clients with large B2B and B2C customer bases. They gather data from multiple touch points (contact centre, web etc), interpret that data and help clients transform their business through their consultants working with them on the ground. They have developed a range of unique software tools and methodologies and work with leading companies in insurance, telecoms & government.

The Role

As Client Manager you will ensure that each of your clients gain the maximum benefits from the solutions implemented and that your employer is positioned as a trusted partner rather than a supplier. This is an individual contributor role.

You will have the opportunity to:-

Be the primary contact for clients: You will build strong relationships with multiple stakeholders at all levels that you will consistently nurture.Build and maintain an in depth understanding of clients objectives for their CX programmes and being able to offer solutions to address these needs.Consult with clients on how to derive and maintain value from the solutions. This will of course include identifying appropriate upsell and cross sell opportunities.Partner with the CEO and Business Development Director on account plans for all clients.Lead client related marketing activities, including case studies and workshops etc.Develop and present value add reports to clients.Grow the client revenue where appropriate through identifying and leading consultancy assignments, managing change from inception through to writing winning proposals and preparing RFP responses.Act as the clients advocate to ensure all implementation and upgrade activities are completed by the relevant teams and to the required quality standard.Be highly collaborative and build exceptionally strong internal relationships with all teams and to be able to effectively mobilise them for delivery.Ensure that the solutions are fully embedded and client staff fully trained and act as advocates for those solutions

Ideally we would like to talk to people who have:-

Customer Experience/ CEM experience is essential and this will be across multiple touch points that will ideally include contact centres.Account/relationship management experience obtained through working with blue chip clients.Demonstrated success in up-selling /cross-selling in existing accountsNumerate and with the ability to look at client dashboard results and translate into coherent insight and action plans that our clients will find compelling.Experience in project managing software implementations would be helpfulDegree level education

The role will be based in the office close to Chancery Lane and some time on client sites throughout the UK should be expected with the possibility of occasional international travel.

 
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Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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