Reporting to: APAC CEO
Office Location: Sydney Reed & Mackay delivers service-led corporate travel, people-focused technology, and award-winning event solutions across the globe. As part of the Navan Group, we believe in travel made easy, and in software designed for people who use it. Born from close working relationships within the financial, legal, and insurance sectors, Reed & Mackay combines inspired service with state-of-the-art technology to create a level of travel and event management like no other.
PURPOSE OF THE ROLE:Prioritising customer needs and goals and having a client-first approach is essential for client retention. The Client Success Manager, and the relationship you build with your client portfolio, is a key component to Reed & Mackay achieving our overall Objective Key Results (OKRs). The ultimate purpose of the role is to maintain an exceptionally high level of client retention, to create and deliver world-class client engagement, and to identify opportunities for commercial growth and client benefit.
THE ROLE:Working within an award-winning and long-established team, the Client Success Manager is a trusted advisor to their client portfolio, working closely and proactively to understand their programme needs and strategic objectives, as well as driving further opportunities, and acting as the 'voice of the customer' to internal stakeholders to ultimately guide and advise the clients up the curve to an 'integrated status', creating long-term partnerships as opposed to short-term fixes.
KEY RESPONSIBILITIES:Develop and maintain multi-level client relationships, retaining clients, developing strategies, and identifying/upselling opportunities.Achieve personal Key Performance Indicators related to performance and reward.Develop and execute a strategic Client Journey Plan detailing client objectives and strategic goals with measurable targets.Deliver client compliance and growth.Manage and administer commercial models according to clients' needs that meet R&M's OKRs.Develop client-focused solutions that respond to the clients' changing needs.Introduce solution innovation to improve end-to-end processes and drive 'stickiness' to R&M services and solutions.Provide formal strategic reviews of the programme performance.Drive a common service delivery to the client in accordance with agreed Service Level Agreements and Client Journey Plans.Commit to relevant responsibilities and attendance with client implementations.Drive contract renewal and ultimately client retention.Develop as a thought leader.ABOUT YOU:You will be an expert communicator with a proven track record in building and retaining customer relationships, ideally within a Client Success / Account Management environment. Skills essential to this role include, but are not limited to:
Strong communication and written skills, with a curiosity to provoke thought.Exceptionally strong listening skills.Ability to interact with ease and confidence with clients and internal stakeholders, particularly at C-suite level and essentially in relation to the 'voice of the customer'.Enthusiastic and keen to use initiative.High degree of understanding of what service excellence looks like and how to achieve it.The ability to prioritise and multi-task.Able to display an understanding of key compliance and risk principles, as well as a pragmatic approach to facilitate appropriate interpretation of rules and procedures in a compliant and business-aware manner.Empathetic and client-centric focus.Process discipline and attention to detail.KEY ATTRIBUTE MATRIX – CLIENT SUCCESS MANAGERClient Focused Ability to look at a situation from the client perspective.Manage a multi-layered relationship with current and potential clients.Present a professional image of R&M, our corporate philosophies, and brand values.Understanding of key business drivers and how decisions are made.Presents ideas & concepts logically and clearly, is compelling, and has impact.Commercially Minded Enthusiastically presents services and solutions with the ability to highlight/demonstrate the benefits to the client.Ability to identify stakeholders and decision-makers within the clients' business and deliver appropriate pitches/solutions relevant to their position/role and objectives.Ability to cross-sell services and solutions.Demonstrate strong solution (product) knowledge or ability to upskill quickly.A wide industry and product knowledge.Good analytical skills – ability to absorb large volumes of information, identify trends, behaviours, and opportunities.Strong knowledge of external competitor activity and market trends.INTERNAL RESPONSIBILITIESResponsible for assisting with compliance to Reed & Mackay's certification programmes and policies.
ApplicationIf this sounds right for you, apply here.
#J-18808-Ljbffr
