Client Success - Account Management

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What We'll Bring:

What You'll Bring:

• Minimum 1 year work experience in client management, project management., business analysis or similar
• Excellent verbal and written communication skills
• Ability to actively listen and analyze customer needs
• Excellent relationship building skills; able to effectively build a network across a partner organization and within CyberScout
• Stakeholder management experience
• Organized, detailed-oriented and able to multi-task
• Professional and engaging presentation skills
• Self-motivated; high achiever
• Flexible working approach to accommodate time-zones of internal and external meetings
• Experience using Salesforce CRM
• Able to travel up to 5%
• Insurance experience, specifically in Cyber, a plus
• Bi-lingual required (English primary)
• This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

Impact You'll Make:

Client Onboarding and Implementations

• Project manage implementation activities for small tier clients:
  • Build relationship with client as key point of contact during implementation.
  • Lead and manage full project plan with client, conducting regular project meetings to assess progress.
  • Attend regular internal planning meetings and liaise with internal stakeholders to ensure all requirements are delivered on time and to a high standard.
  • Monitor program post-launch to ensure all BAU activities are running as expected e.g. invoicing, salesforce management

Account Management - Tier 1 accounts

• Focus efforts on client satisfaction, engagement and success to ensure contracts are retained and renewed for multiple years.
• Work alongside the Business Development Manager with delivery of account management tasks such as client reporting, contracting and quarterly account reviews.
• Document clear records of key processes for all clients and regularly review them to ensure they are as efficient and effective as possible.
• Regularly communicate with operations team to ensure client process requirements are adhered to accurately and that they are aware of any client requested changes to processes and setup.
• Help to solve client queries or issues efficiently and where necessary escalate to the Client Success Manager.
• Assist with building content for client facing materials to support sales process from pre-sales to launch activities e.g. training presentations, process maps, implementation guides.
• Utilize key systems to report insights and analyze operational trends.

Supporting revenue and territory growth efforts

• Work with Business Development team to identify and implement opportunities for revenue growth and sustain high level of client retention.

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