Client Success Executive | OLIVEDALE

Experience & knowledge required
- 5+ years Client Success or Key Account Management
experience in a SaaS, software or consulting company
(essential)
- Proven experience in account managing blue-chip
and/or large and/or complex clients (essential)
- Project Management experience (essential)
- Experience working with cross-functional teams (for
example: product, development, marketing, etc.)
(essential)
- Experience building and maintaining relationships,
while working to mitigate churn and drive engagement
and renewals (essential)
- Experience and knowledge of technology and
software industry (essential)
- Experience and knowledge of Client Experience (CX)
(advantageous)
- Excellent proficiency in MS Office (Word, Excel,
PowerPoint, and Outlook) (essential)
- Proven experience in representing written and statistical
data (essential)
- Analytics and CX ability

Minimum qualification
- Relevant University Degree or Qualification (essential)
- Client Experience Certification (advantageous)

Job responsibilities
Key Account Client Strategies and Revenue
Generation/Retention:
- Understand, create, implement and build upon strategic account client strategies that can positively impact sales.
- Actively engage with clients, and identify potential risks in key accounts and employ the correct client strategy to prevent client churn (retain) and delight key account clients (ensure to share risks identified with the relevant internal stakeholders).
- Identify opportunities within client key accounts to ensure renewals and revenue expansion (upsell).
- Draft and submit sales proposals for clients.
- Review client contracts and undergo client contract negotiations.
- Accountable for pricing/costing of client initiatives, and obtaining sign-off from clients.

Key Account Client Experience Execution, Driving Value for
Key Account Clients:
- Required to entertain the client in person on a regular basis, to promote a strong client relationship.
- Be a trusted partner and advisor for your key account clients on Eyerys’ use-case and product functionality, and be a strategic CX partner to your clients (don’t worry we will provide you with awesome training to make you an Eyerys expert in no time).
- Where required, work closely with the IT Support, Research and Professional Services, Sales Operations, Developers, Projects (consult), and Implementation teams to deliver excellent client experiences.
- Required to actively assist with concerns within accounts.
- Ensure complete oversight of activities taking place on your allocated client accounts.
- Undertake activities/client requests on Eyerys for clients.
- Understand client’s data (survey responses, trends, etc.) to be able to conduct professional consultative conversations with  clients.
- Create operational solutions in order to solve client’s problems.
- Maintain accurate client records, keeping track of any contract renewals and updates.
- Train clients on Eyerys product functionality.

Key Account Project Management:
- Responsible for project management and execution of all client initiatives/requests/survey design/survey creation.
- Draft and present project status reports for clients.
- Conduct project progress meetings with clients on a regularly basis.
- Receive sign-off on projects (at/post implementation).
- Identify and mitigate risks identified on client projects/initiatives (ensure to inform the relevant stakeholders of risks).

Key Account Client Experience Knowledge Sharing and
Marketing:
- Work with the Head of Client and Marketing to identify appropriate “showcase” projects with key account clients, including opportunities for case studies.

Administrative Accountabilities:
- Ensure adherence to processes and templates for the Client Success department to enable Client delight and retention (for example, communication logs, account management plans, etc).

Personal Development (Client Experience and other):
- Develop personal mastery and capability for effective task implementation to achieve client delight.
- Enhance own development by taking responsibility for staying informed and up to date with CX and relevant industry knowledge.

Key Account Management Competencies required:
- Client service orientation
- Client intelligence development – ability to gather and analyse (relevant) information regarding clients in order to build deeper and more effective client relationships and improve decision-making
- Client relationship development – ability to create, build and maintain meaningful and lasting relationships with new or existing clients
- Legal literacy - to have a good understanding of relevant sales-related and contractual legal terms, and their business impact
- Market understanding – have an understanding one’s own Company and its offerings, the client’s business challenges and the characteristics of the market in which the client operates (e.g. strengths, weaknesses/development areas, competition, trends)
to ensure efficient work and the participation in productive client conversations. Includes skills related to gathering and synthesizing client market intelligence, aligning one’s own Company’s strengths
and weaknesses/development areas towards solution creation
- Provide consultation – ability to partner with clients to
identify and resolve issues (complex or sensitive or other)
- Problem statement identification – ability to create a concise description of an issue to be addressed or a condition to be improved upon
- Personal brand development – ability to develop and maintain a good reputation and impression of oneself
- Reporting – ability to convey ideas and facts visually and/or in writing using language the reader will best understand

Sales Competencies required:
- Conduct effective sales conversations/ presentations – ability to persuade/influence client(s) to initiate or close a sale
- Solution crafting / generation – using client intelligence and CX expertise, ability to design a fit-for-purpose client solution that would meet or exceed the client’s expectations and/or needs; engage in responsible selling
- Commercial mindset and business acumen.
- Ability to interact with and influence multiple sales channels

Project Management Competencies required:
- Project oversight – ability to manage and assure the quality of a project, and the delivery thereof. Reduce project risk and improve outcomes. Thus, ownership of the entire project, applicable to your respective client accounts, whether it be a bug/ticket/feature/project task/report/etc.
- Expectations management – the ability to effectively communicate and manage expectations with client; and to ensure that we are delivering on promised services
- Project management – the ability to manage several aspects of a project at once, from project tasks, meetings, reports to client stand-ups
- Risk management – ability to identify, assess, and manage risk, while striving to attain objectives
- Stakeholder management – ability to advance the work of the Company by interacting with others in ways that develop respect, mutual understanding and productive working relationships. Excellent relationship building capabilities with internal and external stakeholders.

Important Behavioural Competencies required:
- Documentation – to develop and maintain updated, centralised, company accessible client-centric project management documents repository
- Results-driven – ability to focuses on results and desired outcomes with a sense of urgency / fast-pace, and how best to achieve them in order to get the job done
- Solutions-orientation – ability to problem solve and create operational solutions
- Ownership – the ability to operate independently and be accountable for all aspects of the clients requirements and needs

Additional Behavioural Competencies required:
- Communicate in writing – ability to communicate effectively with text using letters, words and correct grammar to convey ideas and meaning
- Communicate verbally – ability to actively listen to others and communicate in an effective manner
- Planning and organising - ability to create structure in ambiguous situations and design effective processes; strong planning, organizing and problem-solving ability
- Resilience - ability to display emotional resilience and maintain composure in high-pressure or adverse situations
- Analysis skills - ability to interrogate date and translate data into insights
- Administrative skills – ability to manage administrative requirements including pricing, contract renewal, reporting, budgeting, sales targets, etc.
- Problem statement identification – ability to create a concise description of an issue to be addressed or a condition to be improved upon
- Reporting – ability to convey ideas and facts visually and/or in writing using language the reader will best understand
- Eyerys technical frontend knowledge – understand and effectively utilise Eyerys product functionality, to ensure ability to train clients and assist with client requests