Client Relationship Manager

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Client Relationship Manager

End of 2019

London or Nottingham

£350-£400p/d

Exciting opportunity working for the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage

Major Responsibilities / Accountabilities:

For client satisfaction and retention with regard to moving existing LMS clients onto the strategic Compliance LMS platform. Uses expertise in customer relations, customer negotiation, account management and LMS product knowledge to transition clients onto the new platform seamlessly ensuring the overall value of the new platform is understood.

Key Relationships:

* GTM Teams to ensure client queries are resolved and to obtain details on existing commercials and deals

* Operations Support to ensure that clients are handed over to be set up on LMS

* Customer Admin teams to ensure orders are processed correctly

Technical /Professional Skills & Competencies:

Essential Skills & Experience Required:

* Strong communication and presentation skills, especially via telephone

* Professional, customer centric focus required

* Proven track record and experience of working in a customer focused role with successful outcomes

* Well-developed negotiation skills

* Strong attention to detail and excellent organisational skills and ability to multi-task

* Ability to work independently and as part of a team in a fast-paced, challenging & changing environment

* Ability to work with and influence multiple stakeholders including senior stakeholders

* Ability to adapt to change

* A continuous improvement mindset that is adaptable in different situations

Desired Skills:

* Track Record of success in Account Management (developing rapport with clients, proactive client centred approach)

* Track Record of success in Account Renewals and Migrations

* Knowledge of relationships between all relevant groups within the company

* Strong preference for experience in Compliance Learning sector

* Account management experience working with Compliance training products

Education/ Certifications:

* Degree educated or equivalent demonstrable experience.

Behavioural Competencies:

* Be Receptive to Change. Demonstrate an openness and willingness to change behaviour in response to new insights and situations, and be an Agile Learner. Demonstrate the ability to rapidly learn new knowledge and acquire new skills

* Be Tenacious and Results Oriented by displaying resiliency in the face of adversity and always acting with the end goal and business objective in mind.

* Work with a focus on Partnership by building and maintain positive and productive working relationships with internal and external customers.

* Be Proactive. Always anticipating and preventing future problems, taking charge to bring about needed change, and taking initiative within your scope of responsibility.

* Prioritise. Self-direct your own activities and work through goal setting, time management and planning. Know what needs to be done first and act accordingly.

* Effectively negotiate. Explore all alternatives and positions to reach outcomes that gain the support and acceptance of all customers, both internal and external.

Scope and Impact:

* Takes ownership of client relationship ensuring that new CLMS is clearly described and demonstrated to the client

* Timely responses to client questions and queries, escalating where appropriate

* Alignment and engagement with Migration Specialists

* Build relationships with GTM teams to ensure ongoing client relationships are maintained

* Entire end to end Trust process is executed as per training and guidance, queries are raised asap to the relevant teams

* Client expectations are managed to ensure smooth transition to CLMS

* Supporting team members in adhering to policies and processes