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Job Summary: The Client Relationship Manager is responsible for fostering and growing relationships with existing clients to drive revenue growth. This role focuses on farming opportunities within assigned accounts, ensuring client satisfaction, and identifying upsell and cross-sell opportunities for tech-driven CX solutions and BPO services. While closely collaborating with operational teams, this is not an operational role. The primary focus is on strategic relationship management and revenue expansion.
Key Responsibilities:
Client Relationship Management:
? Act as the primary point of contact for assigned clients, ensuring satisfaction and fostering long-term partnerships.
? Develop and maintain a deep understanding of client’s business needs, objectives, and challenges.
? Build trust and credibility with stakeholders at various levels, including C-suite executives. Revenue Growth and
Opportunity Farming:
? Identify upsell and cross-sell opportunities within existing client accounts for tech-driven CX solutions and BPO services.
? Develop and execute strategic account plans aligned with revenue growth targets.
? Partner with internal teams to prepare and present tailored proposals and solutions that meet client needs.
Collaboration with Internal Teams:
? Collaborate with operations, finance, and solution design teams to ensure seamless delivery of proposed solutions. ? Act as a liaison between the client and internal stakeholders to address issues, concerns, or new requirements effectively.
Performance Tracking and Reporting:
? Track account performance, revenue metrics, and client satisfaction levels.
? Prepare regular reports and updates for internal leadership on account status, opportunities, and risks.
? Utilize CRM tools to manage account data, pipelines, and client interactions.
Market Insights and Strategy Development:
? Stay informed about market trends, competitive landscape, and emerging technologies relevant to the contact center and BPO industries.
? Share insights with internal teams to refine offerings and maintain a competitive edge.
Qualifications:
Education and Experience:
? Bachelor’s degree in business, marketing, or a related field.
? Minimum of 5 years of experience in account management, client relationship management, or a similar role within the BPO or CX technology industries.
? Proven track record of growing revenue within existing accounts and achieving sales targets.
Knowledge and Skills:
? Strong understanding of tech-driven CX solutions and their application within the contact center and BPO sectors.
? Exceptional communication, negotiation, and presentation skills.
? Proficiency in CRM tools and account management software.
? Ability to build and maintain strong client relationships at all levels.
? Strategic thinking and problem-solving skills with a results-oriented mindset.
Work Environment:
? High-energy role with dynamic priorities and frequent client interactions.
? Collaborative environment with opportunities to work closely with global teams and stakeholders.
? Work from home position with occasional travel required to meet clients and attend industry events.
? High-energy role with dynamic priorities and frequent client interactions.
? Collaborative environment with opportunities to work closely with global teams and stakeholders.
This role positions the Client Relationship Manager as a key contributor to the organization’s growth within the UK market by driving revenue expansion and maintaining strong, strategic relationships with existing clients.
