Client Relationship Manager

About the Role

We are seeking a skilled Client Engagement Specialist to support senior account leadership in growing learning service sales to clients. The ideal candidate will manage client accounts, interact with stakeholders, find opportunities, and report commercial results.

1. Support key client accounts under an Engagement Director, fostering strong relationships and driving sales growth.
2. Discover unmet needs or potential service gaps for new opportunities, utilizing analytical skills to inform strategic decisions.
3. Create tailored sales materials and presentations to upsell or renew services, showcasing expertise and value proposition.
4. Lead documentation efforts for RFI and RFP responses, including slide decks and rate cards, ensuring accuracy and timeliness.
5. Prepare Quarterly Business Reviews (QBRs) and other governance activities, providing insights and recommendations to drive business performance.
6. Track win/loss data and sales Key Performance Indicators (KPIs), analyzing trends and areas for improvement.
7. Conduct preliminary research on client changes that signal opportunities, staying informed and proactive.
8. Collaborate with internal teams to develop solutions addressing unmet client needs, promoting innovation and customer satisfaction.
9. Respond to routine client queries and escalate issues when necessary, ensuring seamless communication and issue resolution.
10. Contribute to business reviews, presentations, and reports, showcasing thought leadership and industry expertise.
11. Monitor account metrics, including Service Level Agreement (SLA) performance and client satisfaction, identifying areas for improvement and implementing corrective actions.

• Develop strong relationships with client stakeholders and internal teams, leveraging effective communication and interpersonal skills.
• Presentation and pitching skills to create a strong impression, highlighting value proposition and competitive advantage.
• Clear and professional communication in verbal and written formats, adapting to diverse audiences and contexts.
• Strong organizational and time-management abilities, prioritizing tasks and meeting deadlines in fast-paced environments.
• Analytical mindset with comfort working with data and reporting tools, extracting insights and informing business decisions.
• Commercial decision-making on mutually beneficial outcomes, balancing client needs with business objectives.
• Proficient in Microsoft Office, especially PowerPoint and Excel, applying technical skills to support business operations.
• Team-oriented with a service delivery mindset, collaborating with others to achieve shared goals and deliver exceptional results.
• Detail-oriented with a proactive approach to managing client needs, anticipating challenges and resolving issues efficiently.

• Familiarity with managed learning services and Learning Management Systems/Learning Experience Platforms is an advantage, enhancing knowledge and skillset.
• Awareness of client service and stakeholder communication best practices, applying industry expertise to improve interactions and outcomes.

• 4–8 years in account coordination, client services, project management, or operations roles, gaining relevant experience and skills.
• Experience in professional services, learning, or talent development sectors, applying knowledge and expertise to drive business growth.
• Demonstrated ability to support client relationships and operational details, delivering results and driving success.
• Exposure to multi-stakeholder environments and handling multiple priorities, developing adaptability and problem-solving skills.