Client Retention Executive

4 weeks ago

Manchester, United Kingdom GlobalData Full time

Client Retention Executive – Manchester

GlobalData is a leading provider of data solutions, working with a wide range of clients in industries such as Healthcare, Pharmaceuticals, Technology, Power, Consumer Products, Construction and Financial Services, to name but a few. Working in our Client Retention team as a Client Retention Executive, your job is to assist in renewals of services for a designated list of global clients from the beginning to the end of the renewal cycle. You will contribute crucially to the growth of the business, by successfully managing the day-to-day renewal process, such as creating and sending service proposals, liaising with clients and coordinating with our Sales team, ensuring appropriate communications reach the clients within the correct timeframes.

Duties & Responsibilities

- Act as the primary point of contact for assigned clients, ensuring their needs are met and their expectations are exceeded.

- Creation and distribution of communications and proposals to clients, encouraging clients to engage in discussions throughout the renewal process.

- Identify and analyse client requirements, and work with internal teams to develop solutions that ensure the highest level of client satisfaction.

- Work closely with Renewal Managers to support renewal rates, ensuring a seamless renewal process for the client and improved retention rates.

- Proactively identify upsell/cross-sell opportunities in collaboration with the Sales team as part of the existing renewal, driving growth of ACV and engagement with a wider range of products.

- Monitor client engagement and usage of products/services, identifying scenarios in which further onboarding/training will increase customer satisfaction and ROI. Coordinate its delivery by our Customer Service team.

- Tracking renewal health to support analysis of the client base and ongoing improvement of renewal processes.

- Liaising with the Sales Order Processing team to ensure correct contracting practice is observed.

Qualifications/Pre-Requisites

- Educated at A-Level or equivalent standard.

- Minimum of C grade in GCSE English.

- A background in customer-facing roles would be advantageous (Sales, recruitment, customer service, etc).

- Very strong written and verbal communication skills.

- Very strong administrative skills and a high level of attention to detail.

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