POSITION: CLIENT SUCCESS MANAGERREPORTING TO: US DIRECTOR OF CLIENT SUCCESSOFFICE LOCATION: REMOTE/ PHLReed & Mackay delivers service-led corporate travel, people-focused technology, and award-winningevent solutions across the globe. As part of the Navan Group, we believe in travel made easy, and insoftware designed for the people who use it. Born from close working relationships within thefinancial, legal and insurance sectors, Reed & Mackay combines inspired service with state-of-the-arttechnology to create a level of travel and event management like no other.PURPOSE OF THE ROLE:Prioritising customer needs and goals and having a client first approach is essential for client retention.The Client Success Manager, and the relationship you build with your client portfolio, is a key componentto Reed & Mackay achieving our overall Objective Key Results (OKRs). The ultimate purpose of the roleis to maintain an exceptionally high level of client retention, to create and deliver word-class clientengagement and to identify opportunities for commercial growth and client benefit.THE ROLE:Working within a long-established team, The Client Success Manager is a trusted advisor to their clientportfolio working closely and pro-actively to understand their program needs and strategic objectives, aswell as driving further opportunities, and acting as the voice of the customer to internal stakeholders, toultimately guide and advise the clients up the curve to an integrated status, creating long termpartnerships as opposed to short term fixes.KEY RESPONSIBILITIESDevelop and maintain multi-level client relationships, retaining clients, developing strategies, and identifying/upselling opportunities.To achieve personal Key Performance Indicators, both those relating performance and rewardDevelop and execute a strategic Client Journey Plan detailing client objective, strategic goals with measurable targets.Drive a common service delivery to the client in accordance with agreed Service Level AgreementDeliver client compliance and growth.Manage and administer commercial models according to clients needs that meet R&Ms OKRsDevelop client focused solutions that respond to the clients changing needs.Introduce solution innovation to improve end to end processes and drive stickiness to R&M services and solutions.Provide formal strategic reviews of the program performance.Commit to relevant responsibility and attendance with client implementations.Drive contract renewal and ultimately client retentionDevelop as a thought leader.ABOUT YOU:You will be an expert communicator with a proven track record in building and retaining customerrelationships, ideally within a Client Success / Account Management environment skills essential tothis role include, but are not limited to:Strong communication and written skills, with a curiosity to provoke thought.Exceptionally strong listenerAbility to interact with ease and confidence with clients and internal stakeholders, particularly at C-suite level and essentially in relation to the voice of the customer.Enthusiastic and keen to use initiative.High degree of understanding of what service excellence looks like and how to achieve it.The ability to prioritise and multi-task.Able to display an understanding of key compliance and risk principles, as well as a pragmaticapproach to facilitate appropriate interpretation of rules and procedures in a compliant and businessaware manner.Empathetic and client centric focusProcess discipline and attention to detailKey Attribute Matrix Client Success ManagerClient FocusedAbility to look at a situation from the client perspective.Manage a multi-layered relationship with current and potential clients.Present a professional image of R&M, our corporate philosophies and band values.Understanding of key business drivers and how decisions are made.Presents ideas & concept logically and clearly; is compelling and has impactCommercially MindedEnthusiastically presents services and solutions with the ability to highlight/demonstrate the benefits to the client.Ability to identify stakeholders and decision makes within the clients business and deliver appropriate pitches/solutions relevant to their position/role and objectives.Ability to cross sell services and solutions.Demonstrate strong solution (product) knowledge or ability to upskill quickly.A wide industry and product knowledgeGood analytical skills ability to absorb large volumes of information, identify trends, behaviours, and opportunities.Strong knowledge of external competitor activity and market trendsApplication If this sounds right for you, apply here.MessageUpload your cover letter here.Upload your CV here.I agree to the Reed & Mackay TermsKnow someone that would be perfect for this role? Share the love#J-18808-Ljbffr

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