Account Manager

Our mission is to strengthen Client partnerships to reinforce trust & promote growth.
As a Key / Enterprise Account Manager your integral in managing our most prestigious accounts. You're an ambassador for the company and you focus on promoting a relationship of transparency and collaboration with your portfolio of clients.
Collaborating with multiple internal stakeholders you nurture both new and old partnerships, working with foresight to retain business, anticipate change, identify & execute areas of improvement & account growth.,

• Nurture, Develop and maintain positive and effective client relationships which ensure client engagement, satisfaction and retention.


• Regular review of account performance ensuring contractual obligations are met and identifying opportunities for service improvement.


• Develop and execute a quarterly, mid-year & annual client retention and growth strategies which balance client needs with business requirements.


• Proactive management of 'risers' and 'fallers' in portfolio ensuring early intervention to improve client service and business planning.


• Positively and consistently represent the Accurate brand, values and behaviors to ensure a great experience for all stakeholders, both internal and external.


• Ensuring compliance with the company's Data Protection, Information Security, Health & Safety, Dignity at Work and IT Acceptable Use policies and associated procedures at all times., Monitor, review and track contractual obligations including renewals, SOW, TOB, Addendum, EUA, price increase, credit scheme and contractual discounts.


• Conduct thorough account performance reviews through the analysis of key data/metrics identifying any trends, challenges and opportunities for improvement and growth.


• Review volume and revenue on a monthly basis, analysing trends, identifying dormant clients and investigating key changes. Work with clients to forecast future volume and developing plans to address any concerns.


• Identify and deliver client reporting needs taking into consideration bespoke requirements, timing and frequency.


• Prepare and present regular client meetings, both remote and in person to deliver structured feedback on account performance, information on new services and industry updates.


• Proactively gather and execute client feedback through a variety of channels to measure client engagement and satisfaction.


• Work with Clients to promote process streamlining, best practice adoption and exception minimisation ensuring effective feedback to internal stakeholders.


• Manage and investigate moderate and major complaints working with key stakeholders to ensure satisfactory resolution. Escalating serious complaints to Client Services Manager.


• Effective coordination and management of Service Improvement Plans, collaborating with internal and external stakeholders to ensure effective execution and regular updates.


• Provide ongoing training and support with VeroLive portal with an emphasis on encouraging clients to self-serve in order to minimise incoming enquiries.


• Provide timely and constructive feedback to internal stakeholders on key successes, process changes and potential risks and possible solutions.


• Utilise knowledge of portfolio to identify opportunities for growth. Consultatively upsell services and international rollouts. Managing/participating/supporting in global roll-outs, expansion projects and RFP's


• Support seamless service set-up in collaboration with Operations, Implementations Tech, Finance and any other key stakeholders.


• Review and update internal trackers used with the Operation and other Departments [RAG & Spotlight, Complaints, Projects] on a regular basis


• Ensure CRM tool is kept up to date for each client including comms strategy, contractual obligations, feedback and growth opportunities.


• Keeps clients up to date and works towards resolving client issues quickly and effectively; sets clear expectations, gives correct information and ensures follow up to ensure needs have been met.
  
  Experience in a similar role managing key or enterprise accounts/clients: 5+ years' experience for Key Account Managers, 3+ years' experience for Strategic/Enterprise Account Managers.


• Proven success, knowledge, and experience of analysing and initiating actions based on financial insights and understanding.


• Ability to deliver dynamic & professional presentations


• A passion for service delivery and a willingness to go the extra mile for clients


• Beneficial: Background in screening