- Act as the primary contact for key accounts, cultivating strong relationships with clients at multiple levels within their organisation.
- Understand client business goals, objectives, and challenges, ensuring that company solutions align with their needs and provide ongoing value.
- Actively engage with clients through regular meetings, check-ins, and communications to ensure satisfaction and identify areas for improvement.
- Identify opportunities to upsell and cross-sell additional solutions that enhance the client’s experience and address their evolving needs.
- Implement retention strategies, including proactive outreach, client success initiatives, and tailored support, to ensure long-term loyalty.
- To manage contract renewals, ensuring timely negotiation and agreement of terms that benefit both the client and ITAL.
- Maintain a clear understanding of contract terms, service level agreements (SLAs), and client-specific requirements to ensure full compliance and client satisfaction.
- Act as the client advocate, ensuring any challenges or concerns are resolved quickly and effectively.
- Work closely with internal teams, including support, operations, and product development, to address client issues and ensure a seamless experience.
- Work with marketing and sales teams to develop targeted campaigns and materials that support upsell initiatives.
- Analyse account data to understand usage trends, renewal patterns, and upsell potential.
- Proven experience in account management or client success role is required
- Strong ability to build and nurture long-term relationships with clients, understanding their needs and business challenges.
- Demonstrated success in upselling and cross-selling additional services to clients.
- Experience managing contract renewals and ensuring high client retention rates.
- Excellent communication and interpersonal skills, with the ability to engage and influence clients at all levels.
- Strong problem-solving skills, with the ability to quickly address client issues and deliver effective solutions.
- A customer-first mindset, focusing on delivering exceptional service and value to clients.
- High level of organisation and attention to detail, especially in managing multiple client relationships and contract renewals.
- Previous experience within the software or technology sectors would be advantageous but not essential.