Relationship Manager

1 week ago

Camden Area, Greater London, United Kingdom AtlasEdge Full time
PurposenThe Relationship Manager (RM) is key to AtlasEdge's account management, client retention and revenue generation strategy.

The RM is responsible for working with all stakeholders to ensure continued client satisfaction, reducing churn and identifying opportunities to increase revenue.

The RM will operate as the ' cement between the bricks'


of the various functions and teams within AtlasEdge, and work with all departments on actions and issues relating to the customers engagement with the company.

The RM will also have proactive responsibilities such as conducting regular Business Reviews with a named set of strategic or large spending accounts and attends events or conferences.


Responsibilities and DutiesnTo build a strong relationship with named clients; becoming a "trusted advisor", expanding and deepening the relationship, enabling AtlasEdge to secure both existing and "new" revenue opportunities.


To work with each account lead on strategies to secure existing business (reduce churn) and win new business (expansions and new locations)nAnalyzing named clients, identifying SWOT's of current relationship with AtlasEdge in relation to our positioning against our competitorsnAssisting in developing a strategy for each relationship together with a set of goals and objectives i.e.

what we intend to achieve with the relationshipnUnderstand the clients business:
factors shaping and challenges faced in order to enable AtlasEdge to meet the client's needsnFind opportunities and participating in the presentation of AtlasEdge solutions to the client in business review meetings


To ensure a consistent approach is taken to the management of allocated accountsnImplementing and managing regular business review meetings and managing completion of actions taken: updating and maintaining business review documents before sending to customers, distributing to internal stakeholders and storing in the company CRM system.nImplementing and managing satisfaction surveys where appropriatenReviewing current satisfaction levels, identifying service improvement requirements and owning these through to completion.nCoordinating "internal" client reviews meetings with key stakeholders to address any issues, gaining "buy-in" into solutions and working together to resolve any issues in a timely manner; escalating to Relationship Management leadership, or VP, Client Services where necessarynEnsuring that plans are communicated and agreed with all key stakeholders (Operations, Finance, Legal etc) and managed through to completion with other relevant parties.nEnsuring that contract terms and conditions and service level agreements are met.nManaging non-revenue generating activity associated with the account e.g.

organizing site visits, working with relevant stakeholders to resolve billing queries etc.


Opportunities and Renewals (where applicable)nSupporting the account leads in managing new opportunities, always keeping a clear line between the commercial elements (account manager) and non-commercial elements (account manager and RM)nSupport the account manager on contract renewals consistent with the approach of new opportunities.

Renewals to be undertaken when a customer has been identified by the business as being a named account to actively engage on a renewal.

General administrationnWorking with stakeholders on ensuring that all client information: contact information, contracts, documentation etc is up to date.

Additional Duties and ResponsibilitiesnAbility to work remotely and travel.nAssume other special projects/assignments as directed by Relationship Management leadership or VP, Client Services

Essential KnowledgenFluent English oral and written skillsnDemonstrable experience in a similar role (ideally customer relationship/account management)nThe ability to actively listen and communicate effectivelynData Centre experience desirablenIntermediate level Microsoft Office

CompetenciesnRelating and NetworkingnExcellent working relationships with customers and colleaguesnBuilds a wide network of contacts inside and outside the organisationnRelates, communicates and engages well with people at all seniority levelsnManages conflict calmly and effectivelynDelivers results and meets customer expectations

Focuses on customer needs and satisfactionnSets and monitors high standards for qualitynWorks in a methodical and structured waynConsistently achieves goals

Presenting and communicating informationnSpeaks fluently and clearlynExpresses opinions, information and key points clearlynMakes presentations/reports and undertakes public speaking with skill and confidencenResponds thoughtfully to the needs of an audience and to their reactions and feedbacknProjects credibility

AnalyzingnAnalyses all data points and information of a customer relationshipnProbes for further information or greater understanding of a problemnMakes rational judgments form the available information and analysisnProduces workable solutions to a range of problemsnDemonstrates an understanding of how one issue may be part of a much larger system

Commercial thinkingnKeeps up to date with competitor, market and industry informationnIdentifies business opportunities for the organisationnDemonstrates financial awarenessnThinks in terms of profit and loss

In addition the person will be resilient and hard working. They will think through problems and offer solutions, unafraid to challenge the status quo. They will be a collaborative, team player who is committed to achieving the organisation's goals.

Qualifications:
nDegree qualification desirable but not essentialnITIL qualifications desirable but not essential


In Atlas EdgenYou will share your expertise with colleagues based across Europe including UK, the Netherlands, Germany, Spain, Italy, Switzerland, France and others as well as working with our partners based worldwide.

As we continue to grow, we invest in the growth and development of our talent and support strong achievers by helping to build their career & experience.

We expect excellent things of our team members, recognising that you are the face of our business. That means we empower and trust you but also that we will support you to Grow With Us.


We OffernAlways keep growing We are on an exciting trajectory and this journey will create many opportunities to grow and progress while making an impactnPaid holiday annuallynA good pension schemenPaid parental/adoption leave for traditional and rainbow families.

AtlasEdge is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people.

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