Senior Account Manager/Customer Success Manager

Description

We have an exciting vacancy for a Senior Account Manager. The successful candidate will join a vibrant and commercially successful business. You will work alongside senior stakeholders to resolve client issues and using data to ensure that our clients are using our suite or products to their full potential. This is a great time to join a company working at the cutting edge of the industry, with favoured / valued, market leading products.

Responsibilities

Purpose

· Foster and enhance our key/strategic client relationships so that customer satisfaction, growth, revenue and retention targets are met.

· Work across multiple products and territories as needed

· Add value to each and every interaction with the client.

· Nurture relationships to gain a deep understanding of the client's needs, work with IT delivery, operations and product teams to tailor our delivery to meet those needs. Providing detailed and precise feedback to internal teams to support continuous improvement.

· Provide structed analysis of holistic market needs to help improve/develop new

· Ensure Client needs are met in a way that is congruent to our product strategy and in line with Verisk values and behaviours.

· Use your experience in motor claims/IT development/Process design/leadership to ensure quality solutions are developed for our clients.

· Identify up-sell and cross-sell opportunities

· Use data to provide meaningful insights and recommend actions to customers/internal teams to enhance business results.

Account Management

· Internally collaborate to develop the strategy for each customer account that meets both their needs and the financial and strategic goals of Verisk

· Ensure contracts are in place and up to date

· Develop strong client relationships and provide clear and frequent communications as appropriate

· Gain a deep understanding of each customer’s needs to ensure their critical success factors are met

· Collaborate with internal stakeholders that impact on account performance (e.g. Service Delivery, Product) to ensure optimal performance and continuous improvement

· Action plan to correct underperformance or implement changes that drive improvements

· Identify process or performance improvement opportunities using understanding of each client’s processes and the wider external end-to-end process

· Ensure Contract obligations are met for and by clients this includes awareness of debt.

· Explore the white space with clients to retain business and develop opportunities

· Identify product enhancement opportunities, working with the product groups

Account Growth

· Encourage clients to increase their usage of Verisk Claims products using data, analysis and insight to show value

· Work with Product Teams to be the voice of the customer in terms of meeting their evolving needs

· Establish with clients their future plans with the use of the products, and how different products can help align with their strategies

· To deliver rollout of product in line with agreed plans.

· Through both, an awareness of the products and services contracted with each client and the performance analysis of each account, identify upsell opportunities which would enhance or improve the clients’ performance or satisfaction

Qualifications

· Highly numerate and excellent communicator, used to communicate at all levels throughout the organisation and at a senior level with client organisations

· Minimum of 5 years’ experience/proven track record of success in a similar account management or client relationship development role

· Outstanding relationship management and rapport-building skills

· The ability to use data to influence decision-making

· Previous experience working with technology solutions to solve business problems is highly desirable

· Previous experience working in the motor insurance industry is desirable

Required Skills

· Strong customer focus with commercial judgement

· Influence without authority

· Highly Numerate

· Relationship building (trust)

· Adaptability

· Empathy

· Negotiations

· Problem-solving and Analytical

· Motivated self-starter

· Teamwork and collaboration

· Excellent written and oral communication / presentational abilities

· Organised & efficient with high attention to detail

· Capable of overcome challenges to deliver excellence