We are seeking a senior-level account manager to lead internal teams in promoting customer satisfaction, retention and business growth. This role focuses on managing key client relationships, ensuring excellent service delivery and identifying opportunities for renewal and expansion.
Key Responsibilities:
* Manage customer retention and success strategies to ensure high satisfaction and long-term relations with customers
* Act as a trusted point of contact with customers, understanding their needs and providing tailored solutions.
* Lead cross-functional teams across multiple sites to achieve retention and engagement goals.
* Provide training to team members where necessary, ensuring all team members are familiar with their roles and responsibilities - conduct staff performance reviews.
* Collaborate closely with business development and relationship management teams to support larger accounts.
* Promote customer engagement through proactive communication.
Key Requirements:
* Minimum 5 years' experience in customer retention, success or relationship management.
* Strong customer service and problem-solving skills, with a proactive mindset.
* Ability to work independently while also providing support to a small team.
* Experience in developing and implementing structured customer contact plans for multiple divisions within an organisation.
* Excellent organisational skills, attention to detail and ability to meet retention targets.