Reporting to: Client Success Team Lead, UK
Office Location: London/Aberdeen
Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of Navan (formerly TripActions), and together we are setting the agenda for the future of business travel.
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 component to Reed & Mackay achieving our overall Objective Key Results (OKR’s). The ultimate purpose of the role is to maintain an exceptionally high level of client retention, to create and deliver word-class client engagement and to identify opportunities for commercial growth and client benefit.
Working within a long-established team, The Client Success Manager is a trusted advisor to their client portfolio working closely and pro-actively to understand their programme needs and strategic objectives, as well as driving further opportunities, and acting as the ‘voice of the customer’ to internal stakeholders, to ultimately guide and advise the clients’ up the curve to an ‘integrated status’, creating long term partnerships as opposed to short term fixes.
KEY RESPONSIBILITIES:
- Develop and maintain multi-level client relationships, retain clients, develop strategies, and identifying/upselling opportunities.
- To achieve personal Key Performance Indicators, both those relating performance and reward
- Develop 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 Agreement
- Deliver client compliance and growth.
- Manage and administer commercial models according to clients’ needs that meet R&M’s OKR’s
- Develop 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 programme performance.
- Commit to relevant responsibility and attendance with client implementations.
- Drive contract renewal and ultimately client retention
- Develop as a thought leader.
KEY ATTRIBUTE MATRIX – CLIENT SUCCESS MANAGER
Client Focused
– Ability 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 brand values
– Understanding of key business drivers and how decisions are made
– Presents ideas & concepts logically and clearly, is compelling and has impact
Commercially Minded
– Enthusiastically presents services and solutions with the ability to highlight/demonstrate the benefits to the client
– Ability to identify stakeholders and decision makers 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
Essential / Desired
– A wide industry and product knowledge
– Previous Account Management experience (essential)
– Previous Product Management experience (desirable)
– Good analytical skills – ability to absorb large volumes of information, identify trends, behaviours, and opportunities
– Strong knowledge of external competitor activity and market trends
WHAT WE’RE LOOKING FOR:
You will be an expert communicator with a proven track record in building and retaining customer
relationships, ideally within a Client Success / Account Management environment – skills essential to this role
include, but are not limited to:
- Strong communication and written skills, with a curiosity to provoke thought.
- Exceptionally strong listener
- Ability 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 pragmatic approach to facilitate appropriate interpretation of rules and procedures in a compliant and business aware manner.
- Empathetic and client centric focus
- Process discipline and attention to detail
INTERNAL RESPONSIBILITIES
Responsible for assisting with compliance to Reed & Mackay’s certification programmes and policies.