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Trillium
,
London, Greater London
Account Manager
Overview
Job Description
Customer success is key part of Trillium's work ethos and the AM plays an integral role in building and developing strong partnerships with our customers. * Fundamentally the AM is the voice of the customer at Trillium, as much as the voice of Trillium to the customers. * Reports internally on status of Accounts on a RAG basis and provide weekly updates for the Management Team. * Work with Clients on roadmaps in order to predict resource and revenue. * Build up an Account Plan for Key Accounts. * Understand the importance of the role of support post Project Delivery and monitor progress at a high level * Conduct regular Account Review Meetings * Manage time reports for Clients with call-down hours (Managed Delivery) and ensure adequate resource available * Work with Service Delivery Manager on Service Review Meetings to ensure customer alignment, realized value, and accelerate contractual delivery efforts / Hosting client service review meetings, both regular and strategic. * Escalate customer issues to Service Delivery and Head of Client Services as they arise to ensure resolution and customer satisfaction * Monitor overall account health and satisfaction and proactively engage internal teams to ensure that satisfaction remains high * Understand Clients needs and be able to identify/upsell or cross selling opportunities * Coordinate relevant Scoping Meetings and Quotes. * Responsible for Annual Contract Renewals for key accounts Requirements * Excellent verbal and written communication skills * Client relationship management skills / Experienced in managing relationships with key stakeholders * Strong influencing and presentation skills * Analytical and problem-solving skills * By cross-team collaboration, solve challenging client issues and situations * Customer centric mindset * Understanding and ability to demonstrate the main principles of Service Management * The ability to developing a thorough understanding of clients and their business practices * Have a basic understanding of system development lifecycles and release cycles * Experience of the membership/charity world (nice to have) * Demonstrates the capability to juggle priorities in a deadline-driven environment Benefits * A flexible benefits package you can tailor to suit you * Professional development * Accelerated career progression * An environment that encourages entrepreneurial spirit WHY WORK FOR TRILLIUM? We hire mindsets, not just skillsets We hire people because of how they think, not just what they do. Ideas are actively encouraged and embraced from the very first day. We do great things for clients who do great things Our clients are organisations that serve people, not just bottom lines. They include membership bodies, chartered institutes and not-for-profit organisations, which assist their constituents with career development, fund-raising and support for essential causes. We help them enable technology to improve the quality of their services and generally make the world a better place. Your passions are our passion Our office, a stone's throw from bustling Borough Market (London Bridge), is a cultural melting pot, with people from at least a dozen nationalities, who all have amazing stories to share! Personal interests are similarly diverse. Whatever it is you're into outside of work, there is sure to be someone here who shares a similar interest in learning or participating. PLEASE NOTE: NO AGENCIES.