CLIENT SUCCESS EXECUTIVE - Reed & Mackay
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CLIENT SUCCESS EXECUTIVE

London, Farringdon

London, 13th May

REPORTING TO: UK DIRECTOR OF CLIENT SUCCESS

Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of the TripActions Group, and together we are setting the agenda for the future of business travel.

Having changed the focus and name of the Account Management department to Client Success in 2020, Reed & Mackay’s client success strategy plays a critical part in helping us retain, win, and grow our income through the identification of new opportunities both for net new business, new products & services and general upselling. It’s imperative our teams are confident, capable, and equipped to undertake this challenge, whilst all the time ensuring that the Client relationship is paramount.

JOB PURPOSE:

Working with a large portfolio of clients with a relatively small travel programme to create collaborative, long term business relationships. The Client Success Executive will build rapport with their portfolio and become a trusted advisor. Working across the portfolio to identify those clients’ where we can drive growth and develop opportunities. The Client Success Executive will form a direct relationship with their portfolio of SME clients’ ranging in apx value from £150K – £750K and provide them with timely value propositions, helping guide and advise the clients’ up the curve to an ‘integrated status’. Being able to identify opportunities and engage internal Subject Matter Experts to assist in the selling process (where required). Being confident to discuss appropriate services and solutions which not only help the client deliver against their corporate goals but ultimately makes them more ‘sticky’ with Reed & Mackay. A Client Success Executive should be able to communicate and deal at all levels and articulate the ‘Voice of the Customer’ clearly within the Reed & Mackay business. The CSE should also be capable of quickly establishing favourable rapport with clients’ outside the direct portfolio from time to time as required.

KEY REQUIREMENTS:

  • Develop and maintain multi-level client relationships
  • Deliver client compliance and growth
  • Manage and administer commercial models according to clients’ needs that meet R&M’s corporate objectives
  • 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 Agreement and Strategic Business Plan
  • Commit to relevant responsibility and attendance with client implementations
  • Drive contract renewal and ultimately client retention
  • Develop as a thought leader

KEY ATTRIBUTES:

Drive Results

  • Set clear objectives
  • Define metrics and key milestones to plan and organise work
  • Prepare to maximise resources, time & funding
  • Manage multiple tasks effectively
  • Progress work efficiently with timely updates to those concerned
  • Identify when to escalate decisions and when to make urgent decisions

Client Focused

  • Drive successful outcomes utilising R&M Services and Solutions to meet client
  • requirements
  • Ability to look at a situation from the client perspective as well as R&M’s
  • Provide a consultative / project management style approach to clients’ which
  • drives an understanding and clarity on issues/challenges.
  • Manage a multi-layered relationship with current and potential clients’ –
  • developing a connection based on trust and credibility
  • Demonstrate empathy and interest in client needs
  • Enthusiastically presents services and solutions and highlights the benefits to the client

Professionalism

  • Always present a professional image of R&M and its services
  • Represent corporate philosophies and the R&M brand values in a professional manner
  • Sound knowledge of corporate etiquette and appropriate peering & interface levels

Business Acumen

  • Understanding of key business drivers and how decisions are made
  • Ability to identify stakeholders and decision makes within the clients’ business and deliver appropriate pitches/solutions relevant to their position/role and objectives
  • Ability to cross sell services and solutions
  • Demonstrates a strong knowledge of external competitor activity and market trends

Commercial Acumen

  • Understanding and ownership of the clients’ commercial model
  • Ability to understand and identify opportunities to drive further income from the R&M Commercial model
  • Able to understand the commercial structure and drivers of the client organisation

Industry Knowledge & Experience

  • Demonstrates strong solution (product) knowledge or ability to upskill quickly
  • Understands the benefits of the R&M Service & Solution suite and able to clearly
  • articulate the benefits of such to clients’
  • Understands the concept of the end to end travel cycle ‘travel & expense
  • management’
  • Engages in constant learning and reading of industry and product knowledge
  • Previous Project Management experience is desirable

Excellent Written & Verbal Communicator

  • Ability to communicate to and with stakeholders and business leaders at all levels
  • Fosters an approach of open communication and an active listener
  • Demonstrates an inquisitive nature through questioning
  • Presents ideas & concept logically and clearly; is compelling and has impact
  • Ability to formulate basis for Case Studies, White papers

Role Accountabilities to be shared during process.