Position : Client Relationship Manager (CRM)
Reports to : Commercial Director
Division : People4people
COMPANY CORE VALUES:
- CREATE POSITIVE IMPACT
- HAVE GRIT
- EMBODY MALASAKIT
- BE INNOVATIVE
- WE ARE GRATEFUL
ACCOUNTABILITIES:
1. Client Retention & Growth Tactical Plans(V&H) Implementation
2. Client Contract Renewal Management
3. Account Forecasting & Insights
4. Client Onboarding
5. Client Offboarding
DESCRIPTION OF ACCOUNTABILITIES AND MEASURES:
ACCOUNTABILITIES
KPIs
Client Retention & Growth Tactical Plans(V&H) Implementation
By:
- Utilize CRM (Hubspot) to manage leads and pipeline to meet targets
- Regular cadence with clients to understand their needs and business opportunities
- Grow business of existing client
- 100% Hubspot Utilization for all leads
- 100% Schedule adherence to Scheduled client meetings
- 12% overall growth across existing clients
Client Contract Renewal Management
By:
- Ensure that all client contract renewals are discussed 3 months in advance of the contract end date
- Ensure all client contracts are aligned with all Government policies through alignment with HR team
- 100% adherence of contract renewals 45 days before end of contract.
- Ensure 100% adherence of all renewed contracts to Govt. policies
Account Forecasting & Insights
By:
- Create updated Month on Month forecasting aligned to MA
- Partner with client counterparts to ensure alignment on forecasted numbers.
- Provide business insights on how to further increase Net Revenue
- 95% Accuracy of forecasted new business, Retained and growth accounts
Client Onboarding
By:
- Ensure alignment with internal teams on client onboarding
- Ensure alignment with client on all expectations upon client onboarding
- Ensure all departments have a copy of all client contract cover document
- 100% scheduling of Internal and External Kickoff meetings within 10 days of contract signing
Client Offboarding
By:
- Ensure alignment with internal teams on client offboarding
- Ensure alignment with client on all expectations upon client offboarding
- 100% scheduling of Internal and External Kickoff meetings within 10 days of contract signing
OTHER DUTIES & RESPONSIBILITIES
By:
- Other tasks and responsibilities as may be deemed necessary to deliver client expectations and internal company needs as may be assigned by Management.
- Collaboration work with Internal teams, clients and other allied partners to achieve over all goals of Q2 HR Solutions and QQI.
- To perform other duties and responsibilities as may be assigned by Management
- JOB REQUIREMENTS
Educational Attainment
Relevant Experience
- Minimum 5 years of experience in Account Management in HR Services industry
- Experience in Key Account Management
- Experience in Contract Renewal Management
- Experience in Fieldwork regular visits and meetings with client and other key stakeholders
Technical Requirements
- Work space and work desk at home
- 25 mbps internet connection
- Tech savvy
- Own work tools (nice to have)
- SKILLS REQUIREMENTS
Functional | Technical Skills
Project Management
Tech Savvy
Contract Management
Collections Experience
Resolutions Management
SLA Management
Excellent Command of English
Solution Selling
Behavioural Skills
High analytical & numerical
Work Ethic
Integrity
Sense of urgency re clients
Organized
Dependability
Ability to communication re tasks
Trouble shooting
Ability to work with others
Business mindset
Effective Communication skills
Assertiveness
Attention to Detail re delivery
Client resolution
Negotiation skills
Managing others
Strong Networking skills
Effective presentation skills
High Stress Tolerance
Thrive in a HPC
8 CORE COMPETENCIES (in order):
- CLIENT CENTRICITY
- BUILDING RELATIONSHIPS & NETWORK
- COLLABORATION
- RESULTS MANAGEMENT
- PROBLEM SOLVING
- TEAM LEADERSHIP
- IMPACT & INFLUENCE
- LEADING & MANAGING CHANGE
