acts as the primary liaison between a company and its clients, responsible for maintaining long-term relationships, ensuring customer satisfaction, and driving business growth
- Relationship Management: Building and maintaining strong, long-term, trusting relationships with clients.
- Client Communication: Serving as the main point of contact for client inquiries, needs, and concerns.
- Sales & Growth: Identifying opportunities to upsell or cross-sell products/services to increase revenue.
- Problem Resolution: Addressing client complaints and finding, or coordinating, solutions to issues.
- Internal Coordination: Working with internal teams (e.g., product, marketing) to ensure client requirements are met.
- Reporting & Strategy: Monitoring account performance, preparing sales reports, and developing strategic plans for accounts.
Required Skills and Qualifications
- Communication: Strong verbal and written communication skills.
- Interpersonal Skills: Ability to build rapport and manage client relationships.
- Negotiation: Proven ability to negotiate contracts and terms.
- Organization: Strong multitasking and project management capabilities.
- Education/Experience: Typically a bachelor's degree in business, marketing, or related field, often with experience in sales or account management.
Common Performance Metrics (KPIs)
- Client retention rate
- Upsell/cross-sell revenue
- Client satisfaction scores (CSAT or NPS)
- Renewal rates
