Client Relationship Manager

Job description:

About the role

The role is based in Belgium and will cover the Belgian market and international accounts managed by Acolad’s Belgian division.

Role Highlight
•    Build strategic relationships with accounts
•    Focus on customer growth and protect vulnerability / risk
•    Design and deploy proactive account growth planning and strategies
•    Implement sales-centric, bespoke approach to account strategy
•    Ensure complex account mapping, relationship building and development strategies (“high-touch”)

Key Responsibilities

•    To maintain and nurture relationships with Acolad Belgium’s Key Accounts ensuring that revenue and profit targets are maximized through specific account management methodologies and regular contact including face-to-face visits to client sites. 
•    To help Acolad become a strategic partner and advisor to its most important clients.
•    To identify and leverage further opportunities for closer collaboration and increasing revenue.
•    To focus on revenue retention and growth, upselling and cross-selling, to protect vulnerability and secure risks in the portfolio of allocated accounts.
•    To report progress and key performance indicators.

 

Goals and Deliverables
•    Acquire a thorough understanding of each Key Accounts’ needs and requirements.
•    Develop Key Account Plans to document strategies for growth and development, track progress and evolve the strategy as account/business needs change. 
•    Define and deploy constant initiatives to create and materialise growth and upsell/cross-sell opportunities within allocated key accounts.
•    Coordinate and take a leading role in online and face-to-face Business Review Meetings. 
•    Maximize sales revenue and profitability for each Key Account by reviewing and developing business strategies to ensure continued growth in core service uptake. 
•    Ensure ownership of each account’s revenue forecast and quotas. 
•    Gain and provide visibility in each account’s short- and mid-term planning/forecasting process.
•    Maintain a set of key performance indicators (KPIs) to ensure ongoing measurement of customer satisfaction, service quality and compliance to each account’s key goals and requirements.
•    Act as communication link between all key internal stakeholders regarding the management of allocated accounts.
•    Act as escalation point to investigate issues and problems faced by Key Accounts, and coordinate with Production to resolve service issues.
•    Ensure regular reporting of key accounts’ revenue status and forecast, opportunities, risks and growth strategies.
•    Proactively work, in conjunction with the Accounts Department, to resolve outstanding payments in line with agreed contractual payment terms.
•    Design and deploy ongoing and proactive plans and strategies to maintain, adjust and maximise Acolad’s value propositions and solutions for each customer.
•    Ensure that Key Accounts are kept up to date with any developments and innovations within Acolad.
•    Measure and maintain ongoing customer satisfaction.

Requirements

•    Native or fluent command of French and/or Dutch, as well as proficient English;
•    At least 5 years experience in a similar account management or business development position, with a proven track record of managing and growing large, complex and enterprise accounts (across diverse industries);
•    (Preferably) Experience in the localization, translation or multilingual content management industry (services and/or technology);
•    Strong, operational knowledge of sales management tools (e.g. Salesforce);
•    Ability to spend time on-site in our Brussels office