- Manage and develop frontline client engagement functions and serve as central point of contact to major clients, assisting with analysis and advising on best practices for competitive benchmarking, client targeting and performance evaluation
- Developing and maintaining relationships with multiple points of contact at the clients’ organizations, enabling them to understand and address their complete needs.
- Understand the client base and work to strengthen the relationship through supporting, training and strategic dialogue with key users and contacts
- Identify opportunities to increase the footprint of the product throughout all covered clients
- Identify issues and potential concerns in the relationship and work to rectify these (with sales, client relations, development, IT, other products)
- Support internal teams where and when required (media team-marketing, special analysis; development-specifications, testing; cross-product-training, info sessions)
- Follow the market dynamics and share vision with clients and prospects
- Manage the business relationship for a portfolio of diverse clients, providing business insight and support to ensure that customer engagements and renewals are managed effectively optimizing the customer experience.
- Actively contribute to maximizing product usage with all clients and promote additional functionalities and upgrades
- Work closely with presales, consultants, and development team for new client enhancements and new feature requests.
- Conduct quarterly reviews with clients and provide the highest standard of quality and Best in Class service and provide input to senior management at the earliest opportunity on any issues impacting on client satisfaction.
- Develop efficient and effective internal and client communication mechanisms and any other areas contributing to overall client service.
- Proactively identify areas of business process improvement designed to enhance the overall customer experience.
- Manages client expenses within budget parameters and communicates client financial updates.
- Degree level, including economic, statistical, accounting, financial or mathematical elements
- Solid experience in client-server sales environment in the Financial Services company sector, including Banks, Finance Houses, Insurances
- Good personality, excellent communication skills
- English fluent
- Functional knowledge of products
- Good influencing skills, presentation skills and the ability to build good working relationships
- Highly organized and efficient, with a proven ability to both think strategically and execute plans
- Should have background in client facing role and have ability to engage with large clients
- Demonstrate an ability to effectively manage various tasks and projects.
- Establishment and effective use of internal and external relationships
- Excellent report writing and presentation skills
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