Client Relationship Executive

The Client Relationship Executive plays a pivotal role in achieving customer and partner satisfaction, driving business growth, and contributing to the strategic direction of our company. This multifaceted position requires a diverse skill set, effective communication, and strong oversight capabilities.

This position encompasses customer management, partner engagement, and strategic collaboration to drive business growth and enhance customer satisfaction.

The role will be working with both OneBot customers and partners as well as the parent company, Sollertis, and their Services based customers.

Responsibilities

Customer Management:

• Be the primary point of contact for existing clients.
• Support the contract and sales processes.
• Promptly and professionally respond to customer inquiries.
• Continuously monitor and maintain customer relationships.
• Facilitate customer feedback surveys and report on data.
• Coordinate regular service calls/meetings with all existing clients.
• Onboard new customers and guide them through the onboarding process.
• Ensure the delivery of value from the outset of customer engagement.
• Analyse and categorise customer profiles using a Red, Amber, Green (RAG) system.
• Identify customer needs and communicate with the team.

Partner Engagement:

• Onboard new partners and guide them through the onboarding process.
• Manage and nurture existing partner relationships.
• Provide support for partner lead inquiries.
• Collaborate on marketing campaigns with partners.
• Assist partners with training, lead generation, and proposal development.
• Keep partners informed about product releases and updates.
• Ensure partner resources are up-to-date and accessible.
• Manage the supplier relationship with external partners.

Strategic Oversight:

• Contribute to the strategic direction of customer and partner engagement efforts.
• Implement and manage sales and support strategies.
• Collaborate with senior management to define go-to-market strategies.
• Participate in the creation of marketing materials.
• Develop and maintain Strategic Account Plans for customers.
• Identify and pursue business development opportunities.
• Define key success metrics and deliverables.
• Contribute to the development of go-to-market strategies.
• Assist in the creation of marketing materials.
• Identify opportunities for operational improvements.
• Grow and develop the account management function.
• Keep abreast of industry news, including regulatory changes and client’s news.
• Ability to think strategically about business, product, and technical challenges.

Lines of Communication:

• Collaborate with diverse stakeholders, including customers, partners, colleagues, senior management, and various company departments.
• Actively participate in client meetings.
• Collaborate with senior management, marketing, product and support teams.
• Provide effective leadership to the partner sales and support team.

Reporting and Oversight:

• Report on partner sales performance and identify areas for improvement.
• Provide regular updates to relevant teams.
• Manage client contracts and ensure contract compliance.
• Maintain accurate and up-to-date data in our CRM system.
• Continuously update and review the opportunity pipeline.
• Act on client feedback to improve services and relationships.