Client Relationship Manager

    • London
    • 31st August 2019

    Website Shocklogic Shocklogic

    Our Values 

    Our company values are the heart and soul of Shocklogic, and they are what make us so unique. They help us to promote a motivated and productive work environment. We always communicate with transparency, and nurture each individual with care, empathy and compassion.

    The Company 

    Shocklogic is an award-winning, family-run company, and we treat our staff and clients like family. Our global team are passionate and vibrant, with over 120 years of combined industry experience. We have made it our mission to make the lives of event organisers easier, through management software, technology, and services. Our office is fast-paced, and we pride ourselves on our agile working environment, where every voice is heard.

    Our Industry 

    Event management is one of the fastest growing industries in the world. The UK events industry is worth £42.3 billion! No two events are the same. In this company you will have the opportunity to be very hands-on, and attend many events, many even abroad.

    Description 

    We are looking for a Client Relationship Manager with at least 4 to 5 years of experience to support and expand our portfolio of international clients.

    Duties & Responsibilities

    • Manage a portfolio of international clients, in over 78 countries (1 million + total portfolio). We are currently branching out to the corporate market and this person will be key in this new process.
    • Provide the first point of contact with our client base and maintain high levels of communication and relationships with all clients.
    • Manage client budgets and internal financial reporting.
    • Maximise up-sell opportunities and contract negotiations with sales team (Incentive and commission structure will be available).
    • Coordinating and overseeing client service and exploring materials such as presentations for meetings, RFPs, ad hoc reports and general correspondence.
    • Provide operational support where required and support staff within the technical and support team.
    • Become an expert in our systems and provide advice and consultancy for clients.
    • Provide consultancy on the union of processes and system implementation within registration management, abstract management, exhibition management and membership management.
    • Identify customer needs, wants and expectations clearly and take the initiative to constantly and consistently exceed client’s expectations.
    • Managing onsite projects as requested by the clients.
    • Ensure the timely delivery of programs, projects, and services, effectively adapting to tight deadlines and sudden changes in priorities to accomplish client’s needs and objectives.
    • Adapt to tight deadlines and sudden changes in the client priorities.
    • Recognise and make best use of the diverse skills, abilities, experiences of team members to achieve best outcomes.
    • Assist with challenging client requests or manage issue escalations to Support/Tech Team and inform necessary details.
    • Clearly communicate the progress of quarterly/yearly initiatives to internal stakeholders. (Biz-dev Team, Finance Team, Tech/Support Team, Marketing Team, CEO)
    • Forecast and track key account metrics. (e.g. quarterly sales results and annual forecasts)
    • Prepare reports on client account status.
    • Organise internal and external meetings as required. Prepare and distribute material for meetings as well as taking ownership of the client deliverables. Monitor and follow up action points after the meeting.
    • Liaise with Business Development team to develop new business with existing clients and/or identify areas of improvement to grow business.
    • Collaborate with Tech team in order to provide the best solutions/services to the client
    • Communicate accurate client information and action required to the support/tech team ensuring best outcomes.
    • Maintain a strong relationship with our partners and suppliers (badges, lanyards, equipment, travel, hotels and other vendors) to obtain best pricing standard and practice.
    • Excellent attention to detail applied to all areas of forms/profile/website/apps building & testing and always be forward thinking to drive improvements.
    • Plans ahead for any risks and contingencies, identifying opportunities and problems to ensure that best results are achieved.
    • Plan and schedule project timelines and milestones using appropriate tools.
    • Adhere to the processes necessary to accomplish goals and adhere to timelines in the most efficient and effective way.
    • Accurately prioritise problems/initiatives in time sensitive situations and work on multiple projects simultaneously.
    • Maximise up-sell opportunities through educating existing customers with our services and products using tools such as Toolbox, Webinar, FAQ’s, patch notes or new release.
    • Contribute with ideas and solutions on how we can improve our current processes and methods
    • Identify and share ideas on our software can be improved
    • Managing Client Relationship Associate and Account Support team members including performance appraisal, 1 to 1 reviews, monitor absence and sick leaves
    • Providing training and support to the registration and abstract coordinators and account support team
    • Developing and delivering workshops to teach hands-on skills to team, introduce new concepts and to demonstrate and encourage best practices of the actual methods
    • Attend company trainings and meetings when required.
    • National and International travel to client meetings and training sessions, sometimes at short notice.

    Job Skills & Qualifications

    • At least 4/5 years of experience in an event based organisation (operational or technology based), or involved in event organisation in the Association Market within the events and meetings Industry
    • Experience in similar account management or client facing roles
    • An understanding of Association and Society based events or events of a scientific nature within the Association market
    • Ability to project plan and take sole responsibility for your client portfolio  Able to listen actively, acknowledge the message, explore the ideas and then respond
    • Confident in communicating with all levels of client personnel remotely or in company presentations
    • Methodical and thorough approach to work, ensuring accuracy at all times.
    • Must be professional and flexible at all times
    • Self-motivated and willing to take ownership of work
    • Strong time management and organisation skills with ability to handle multiple tasks, work under pressure and prioritise in order to meet deadlines
    • Comfortable to travel independently and represent Shocklogic at client offices, onsite events and during sales presentations and trade shows
    • Exceptional communication skills, confident communicating to individuals from system user to CEO level
    • Previous knowledge or experience on using CRM system, registration and abstract management systems is preferred
    • IT literate. Candidates must be proficient in Microsoft Word, Excel and PowerPoint

    The candidate must be a dynamic and inspired individual willing to live his/her dream, who will bring into our team not only professional skills, but passion and commitment. The candidate should have a desire for quality and excellence and be ready to learn every day, and with our support be willing to grow and expand with the company. The candidate should understand that in this team, the sky is the limit and that the possibilities are endless and that in this company we all act as leaders. The management team will test her/him and will expect her/him to explore and to be curious, to want to grow and to want to evolve. For us ‘EQ’ is as important as ‘IQ’, attitude is as important as aptitude, intention is as important as delivery.

    As a small company the ability to contribute ideas and development within our growing, dynamic organisation are always to be encouraged. You will have an opportunity to learn and grow in an entrepreneurial based environment. You will be expected to become an expert user of our systems and to help improve it. We are all part of the testing team!

    Preferred

    Please let us know if you have experience and understanding of any of the following requirements that would help support your application:

    • Experience in working with event management software and supporting event management procedures.
    • Experience in registration management.
    • Experience in abstract management.
    • Experience in exhibition management.
    • Experience in membership management.
    • Experience at implementing and executing training programmes and webinars.
    • Ability to speak more than one language.
    • Driving licence.

    Our offer

    • Competitive salary package after 3-month probation period.
    • Yearly bonus depending on target met
    • 23 days holiday, raising to 25
    • Relaxed, informal working environment
    • Travel opportunities
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