Customer Relationship Management:

· Build and nurture long-term relationships with C-level executives and key stakeholders across strategic accounts.

· Regularly engage with customers to understand their evolving needs, expectations, and satisfaction levels.

Business Growth:

· Identify cross-sell and upsell opportunities within existing accounts, ensuring continuous business expansion.

· Develop actionable strategies to increase revenue by aligning customer objectives with our service offerings.

Account Strategy Development:

· Design and implement comprehensive account strategies for each strategic customer, ensuring alignment with organizational goals.

· Establish and monitor key performance indicators (KPIs) for account success, focusing on retention, satisfaction, and growth metrics.

Internal Collaboration:

· Act as the primary point of contact between clients and internal delivery, technology, and leadership teams.

· Facilitate regular cross-functional meetings to align on project priorities, deadlines, and deliverables.

Performance and Metrics:

· Continuously track account health, utilizing tools like NPS, customer satisfaction scores, and churn analytics.

· Provide monthly and quarterly performance reports, highlighting achievements, risks, and actionable recommendations.

Customer Advocacy:

· Advocate for customer needs in internal strategy discussions, ensuring services evolve to meet market demands.

· Host customer success reviews and workshops to reinforce the value delivered by our solutions.

Issue Resolution:

· Proactively identify and resolve potential service delivery issues, minimizing impact on client operations.

· Implement processes for continuous improvement in customer service standards.