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Client Relationship Lead

Jumping Rivers is hiring!

About

Strong experience with building, managing and maintaining strong relationships with clients, partners and internal staff. The candidate will be responsible for acting as the primary liaison between each party ensuring high levels of satisfaction and successful outcome for Jumping Rivers. They will be focused on relationship management and account growth, as well as leading and managing the sales team. This requires excellent communication and problem-solving skills for the core role of client management, growth strategy and problem resolution.

Job Description

Client Relationship Management - 30%

  • Serve as the main point of contact for key clients, developing and nurturing long-lasting relationships

  • Regularly engage with clients to understand their evolving needs and expectations

  • Maintain ongoing communication to ensure client satisfaction, addressing any issues proactively

  • Ensure all client requests and communications are addressed in a timely and professional manner

  • Prepare regular reports on client engagement, account growth, and satisfaction metrics

Account Growth & Upselling - 20%

  • Identify opportunities to grow client accounts through upselling and cross-selling additional services or products

  • Analyse client feedback to identify trends, areas for improvement, and growth opportunities

  • Collaborate with internal teams to develop and present new solutions tailored to client needs

  • Use data to provide insights into client behaviours and recommend strategies for improved client outcomes

  • Lead renewal discussions, ensuring continued partnerships and minimising churn

  • Track client usage of services/products to identify opportunities for further engagement

  • Provide clients with insights and recommendations on how they can derive maximum value from the company’s offerings

Client Onboarding & Implementation - 10%

  • Oversee the onboarding process for new clients, ensuring a smooth transition and setup

  • Ensure all clients have a clear understanding of the company's services

  • Guide clients through the implementation of services/products and manage timelines for delivery

  • Collaborate with cross-functional teams (e.g., sales, product, support) to ensure successful client onboarding

Problem Resolution & Support - 5%

  • Act as the escalation point for client issues or complaints, ensuring swift resolution

  • Troubleshoot and resolve client concerns by coordinating with internal departments

  • Monitor client satisfaction and implement measures to resolve any pain points

  • Create and maintain logs of recurring issues, working with teams to address systemic problems

Team Leadership & Management - 15%

  • Lead and mentor the sales team

  • Set team goals and KPIs in line with company objectives and track performance

  • Provide coaching and regular feedback to ensure the team delivers exceptional client experiences

  • Conduct performance reviews and provide career development opportunities for team members

Sales Strategy & Planning - 10%

  • Work closely with senior management to develop and refine client engagement & sales strategies

  • Set goals aligned with overall sales and business objectives

  • Analyse market trends, competitor activity, and client feedback to inform strategy

  • Develop and present reports on client engagement, satisfaction, and account growth to senior leadership

Process Improvement - 10%

  • Continuously evaluate and improve sales processes to enhance efficiency and effectiveness

  • Implement best practices for lead management, client interactions and deal closing

  • Collaborate with the team to identify challenges and develop solutions to streamline operations

Preferred Experience

  • 5+ years of experience in client relationship management, account management, or similar roles in a consultancy service

  • Proven experience in managing high-value clients and growing existing accounts

  • Strong leadership skills with experience managing and developing teams

  • Excellent communication, negotiation, and interpersonal skills

  • Strong organisational and problem-solving abilities.

  • Ability to manage multiple client relationships and projects simultaneously while maintaining a high level of client satisfaction

  • Client-centric approach with a strong focus on relationship-building

  • Ability to think strategically while paying close attention to detail

  • Proven ability to identify opportunities for growth and implement strategies for upselling/cross-selling

  • Adaptable, flexible, and able to manage competing priorities effectively

  • Analytical mindset with the ability to use data to inform decisions and improve processes

Recruitment Process

30 minute informal video interview

1 hour formal video or f2f interview (dependent on location)

Additional Information

  • Contract Type: Full-Time
  • Location: Newcastle Upon Tyne
  • Education Level: Bachelor's Degree
  • Experience: > 5 years
  • Possible full remote
  • Salary: between 55000 and 65000 / year
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