Key Client Manager

Key Client Manager.

 c£Negotiable plus benefits.

OVERALL PURPOSE OF THE JOB

To develop a true business partnership, providing key liaison between our the company and the client in order to maximise sales opportunities and maintain the highest level of customer satisfaction to position the business as a key long term business partner.

The Key Client Manager, working closely with other our departments, is an integral part of the process for ensuring that the agreed level of service and communication supplied to the client is maintained.

The Key Client Manager will have a full understanding of the Clients business requirements/objectives with strong relationships throughout the Clients organisation and proactively recognize and develop opportunities for increased revenue.

The Key Client Manager will work closely with the Director of Account Services to ensure that service delivery exceeds the client’s expectations and the ongoing development of the Account Services department.

MAIN DUTIES AND RESPONSIBILITIES

• To lead the overall relationship with the key client and maximise profitability.
• Develop a true business partnership with the client encompassing the day to day management of all aspects of the account whilst working alongside other departments. 
• Working closely with the director of Account Services to grow the image and reputation to the client.
• Focusing on the client, delivering exceptional levels of customer care to ensure maximum customer satisfaction is achieved.
• Planning and organising to ensure account profitability, complaint management and escalation.
• To intimately understand the client’s business priorities, IT spend, operation pressures and IT capabilities and actively support the client with business case design and benefit calculations in order to position the business as the supplier of choice and proactively develop a pipeline of sales opportunities.
• To be technically competent and up to date with the product portfolio and practices as well as competitors.
• To champion the client to act as a catalyst for client’s sales requirements and overall business and market demand.
• Proactively recognising opportunities for additional revenue/sales and taking steps to ensure their success.
• Provide proactive problem solving skills to the client with respect to products and services. 
• Provide clear and effective communication to all clients and departments both face to face and in written formats.
• Building and maintaining key relationships with relevant 3rd party suppliers and external companies/contacts. 
• Ensuring that all relationships within the client on a highly professional basis at all times to ensure the correct image is portrayed to them.
• Managing the key delivery of assigned projects and ensuring that these are completed to the required standard, timescales and budgets.
• Maintaining a high level of visibility and ownership.
• Regularly updating internal our departments with any relevant changes made by the client.
• Reviewing the account plans on a regular basis to ensure that they are accurate, factual and achievable.
• Accurately completing reports and documentation to the required standard and timeframe.
• Working alongside the finance department to manage the credit account and escalate any issues.
• Attending any relevant internal company meetings when requested.

CONTEXT

The demanding nature of this role will require flexibility in working hours including overnight, where appropriate, and extensive travel. 

This job description should be regarded as a guideline for the individual job holder, and will be subject to review according to changing circumstances.

Other duties within the skills and capabilities of the job holder may be assigned from time to time.

Essential

• Strong record of managing & developing customer relationships ideally in a Business Partner role, within hospitality, retail &/or IT sectors
• Project management experience - ideally within an IT service environment. 
• Exceptional standards of customer care.
• Good understanding of general IT concepts and confident in communicating with technical experts. 
• Good awareness of latest technology and current trends within the hospitality industry. 
• Clean driving licence. 
• Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
• Customer service; understands and responds to customer needs (internal and external) and exceeds expectations.
• Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
• Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
• Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
• Opportunity creation, negotiation and closing to ensure revenue targets are achieved.
• Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work

A highly motivated professional who can develop exceptional working relationships with our client and key internal departments in order to create a true 2-way partnership to enable business growth through a superior understanding of both the client and our businesses.