The role of Junior Account Manager (Inside Client Manager) is primarily to manage a small portfolio of clients, support the team of client managers and provide ad hoc project support across the team.
The role is required to work closely with the Business Support Team, wider Client Management team, Operations and Finance. The role requires the job holder to own their clients and manage them remotely, providing regular updates, training, support and management information. The role will support the Head of Client Services and have direct responsibility for providing clear updates, associated to each client or project, planning and clear visibility and regular reports in relation to each client.
In addition, when required the job holder will also effectively manage a portfolio of clients to ensure growth, development and retention. The role requires strong support to all client managers, which may include leading training, system demonstrations and client onboarding. Total client ownership along with retention and developing new business are all key aspects of this role.
SKILLS AND EXPERIENCE REQUIRED
• At least 1 year proven Management experience with the confidence and ability to challenge and query decisions with senior members of CTM and own client issues to avoid escalations
• Excellent written and verbal communication skills
• Excellent numeracy/analytical skills – makes rational, realistic and sound decisions
• Attention to detail and quality orientation
• Persuasive – ability to negotiate
• Highly resilient – remaining calm under pressure • Highly organised and a good planner – prioritises activity
• Advanced industry knowledge
• A team player
• Excellent relationship builder
• Working with information – ability to use a range of information and identify new opportunities for the client and CTM
• Commercially aware
• Ability to think logically and to use creativity to solve problems and come up with solutions.
• Preferably educated to degree level
General Responsibilities:
• To manage the relationship with a defined number of clients, based from home with the expectation to work from the office, to ensure the retention of each client during the defined contractual period and provide strong support to the relevant Client Manager(s)
• Work closely on implementing both Crown and Corporate clients onto the CTM’s booking technology by providing strong support to the Client management team. This will involve (but is not limited to) – completing the client implementation packs, obtaining an agree go live date, requesting and obtaining information from Finance, building and testing some of the client technology, demonstrating the tech offering, providing training, updating and constantly reviewing client facing user guides, managing calls with the client and implementation team to ensure the effective go live of the client.
• This role requires an individual to take responsibility for managing and developing a portfolio of CTM clients spending between £50k and £300k per annum
• Provide strong support to relevant Client managers including but not limited to reporting, checking and requesting review packs and providing relevant commentary in a standard and consistent format, client communication, weekly calls to understand requirements across the team and ownership of any client queries and escalations etc.
• Attending regular team meetings and 121’s with line manager
• The role is accountable for the commercial performance of each client within the remit of this role, ensuring a profitable income to CTM in return for the services provided.
• Working closely with all internal departments within CTM and the senior management team, this role will ensure that each client is managed in line with the Client Categorisation.
• The roles requires the individual to develop applicable client relationship in order to improve the commercial return to CTM and to uncover other opportunities to grow the relationship by securing additional sales growth and additional income from the sales of CTM products and services.
• The job holder will need to take a commercial and proactive approach with clients in order to retain, grow and improve the financial return for CTM.
• It is important that the job holder is able to take a hands-on, practical approach to development and problem solving in order to meet both client and CTM expectations.
• Provide support to the relevant Client Manager, planning and scheduling work accordingly, to ensure deadlines are met and workloads are delivered accurately and consistently.
• The job holder must be an excellent communicator and have the capability to negotiate with clients at all levels. • Hold weekly calls with key clients to ensure issues are managed quickly, efficiently and in line with clients expectations.
CTM is a Disability Confident Employer. Do not hesitate to connect with our Recruitment team if you need to discuss arrangements.
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