To manage client relationships and act as a key liaison between MSite and its clients, ensuring excellent customer service and client satisfaction This role will also be responsible for developing account plans and identifying opportunities to cross sell / upsell MSite products.
- Develop trusted relationships with targeted key customers at operational and local/project levels to promote retention and loyalty to drive adoption and growth to ensure renewal of frameworks
- Monitoring company performance against service level agreements and flagging potential issues
- Achieving client relationship targets and KPI’s
- Escalating and resolving areas of concern as raised by clients
- Working with Support team to ensure planned maintenance is in schedule
- Conducting business reviews (either face to face or via Webex / Telephone) to ensure clients are satisfied with their products and services
- Attending meetings with clients as and when required to build relationships with existing accounts
- Identifying client training needs and preparing training material
• Liaising with other departments within the company to service clients (i.e. support, operations, product team) • Monitoring support tickets and Internal dashboard to prevent any SLA breaches
- Responsible for arranging governance meeting with key accounts and providing KPI reporting
