JOB PURPOSE:
We are looking for an Account Manager to create long-term, trusting relationships with our customers. The Account Manager’s role is to oversee a portfolio of assigned customers, liaise with Legal, Finance, and Delivery Ops team to enhance CRM and actively seek new sales opportunities from existing clients.
- The primary role of the Account Manager is to retain existing clients of Acuity in North America and to partner with sales to identify upsell and cross sell opportunities.
- The Account Manager will play a very strategic role between Acuity’s client, delivery operations, finance, and legal.
- Operating as the lead point of contact for client relationship matters specific to the allocated accounts
- Building and maintaining strong, long-lasting customer relationships.
- Overseeing customer account management, including timely renewal and negotiations of the existing contracts, price increases and agreements to maximize profit
- Responsible for a predetermined set of customers within North America.
- Developing and implementing strategies for enhancing growth with existing clients
- Support the sales team in onboarding of new clients.
- Maintain sales data analytics for the team managers
- Commercial liaison for existing customers. Identify and relay any selling opportunities (new, cross sell, up-sell) or renewal risks to the team manager
- Take an active part in supporting activity to help close renewals and manage related risks
- Play a key role in making sure new clients assimilate well, helps the Client make best use of the service and develop full clarity on what we can do. This is a great opportunity to develop strong personal relationships that uncover influence points in the customer’s decision-making process - and the AM will communicate this information to the Director and broader sales team.
- Great opportunity to be client facing in a region where Acuity is looking to rapidly expand its footprint and to be part of a growing team.
Ultimately, a successful Account Manager should collaborate with our sales team to ensure our existing sales renewal book is maintained/expanded while keeping our clients satisfied and engaged with our products and services in the long run.
JOB RESPONSIBILITIES:
- Serve as the lead point of contact for all customer account management matters
- Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Assist with challenging client requests or issue escalations as needed
- Keep a systematic track of customer meetings, highlighting key findings and outcome in the appropriate system such as the CRM system and weekly reporting and trackers
- Ensure timely contract renewals and price increases. Maintain the Book of Business
- Creatively work with the team manager to retain and grow existing business.
- Identify opportunities for increased revenue within the assigned account and communicate such with the Director
- Notify issuers of annual fee revisions (as need be) and gather customer feedback on price changes
KEY COMPETENCIES:
- Excellent listening, negotiation and presentation abilities. Strong verbal and written communication skills.
- Proficient in Microsoft 365
- Knowledge in Private Markets will be an added advantage
- Bachelor’s degree required, preferably in related field (Economics, Finance, Marketing, and Accounting).
- 5+ years of work experience
- Must be a team player
- Client management in crurent role (client communication, governance, stakeholder management etc.)
