Client Relationship Manager

Totara is a global leader in flexible, open learning and talent development platforms, helping organisations around the world to unlock the power of learning. We sell primarily through direct sales in key markets and also via a global network of value-added resellers. We are scaling fast, and we need to ensure our commercial engine runs smoothly, efficiently, and in a data-driven way.

The Client Relationship Manager's role is primarily focused on existing client account management, renewals, and increasing revenue by promoting Totara services and closing up-sell opportunities. Responsible for strengthening client relationships, client retention, and client satisfaction (including supporting client satisfaction survey processes). There are opportunities to be involved with client events, conference exhibiting, and client-focused marketing campaigns. Occasional involvement with supporting new business pre-sales and sales processes. The Client Relationship Manager will report to the Head of Customer Success (or appointed Team Leader/Senior Manager.)

By the end of first year in post, you will be looking after 20-30 Totara accounts. You will need to be engaging, and able to hold your own with senior stakeholders/buyers in client organisations (including renewals, negotiating costs, upselling, and facilitating account calls). The ideal candidate will have some Totara knowledge and experience (although not technical), otherwise good knowledge of the Learning Tech sector (which can be transferred/converted into Totara knowledge). In this role, you will be first point of commercial contact for clients, and an escalation point for them from standard Support/Client Services.

Responsibilities:

• Account management of existing client contracts.
• Maintain and strengthen client relationships and partnerships to maximise retention and revenue.
• Manage the renewal of existing client contracts and ensure the issuing and prompt payment of invoices, with proactive planning and client engagement.
• Forecast Revenue for upsell to enable business planning.
• Oversee contract management for a set of agreed clients, and support/assist other members of the Commercial team with other clients, as required.
• Develop and maintain Account plans and key client relationships to up-sell (and on sell) to existing clients.
• Work with the Commercial management team to analyse existing client contracts and relationships and identify risks and opportunities to support annual revenue targets.
• As part of account management, arrange and attend virtual (and in person) meetings with clients and prospects (including renewal and account-planning meetings, pitches, demos).
• Contribute to marketing activities, including social media posts/schedule, to support social authority and client/prospect-related campaigns and regular communications.
• Maintain and expand social media and professional networks within client sectors and industries (and related networks, professional bodies and organisations).
• Assist with virtual and in-person client-related events (and sales events).
• Use the company's CRM platform to administrate and manage Account data, updates, records, up-sell opportunities and deals.
• Assist with the development of marketing/product-based collateral (Factsheets, proposals, etc.).
• Assist with pre-sales, tender and procurement processes and administration, where required.
• Coach and support new members of the Commercial team on relevant process and procedures.

Knowledge and Skills:

• Experience in client relationship management, account management or sales within the Learning Technology industry, working with learning management systems (LMS), e-learning platforms, or other educational technologies.
• Strong communication and negotiation skills
• Ability to analyze client needs and identify business opportunities
• Proactive, organized, and self-motivated approach
• Familiarity with CRM tools and contract management

We'll run a 3-stage interview process:

• Introductory call with a member of our People Team
• Initial structured conversation with 2-3 Think Learning Commercial team members.
• Then, by invite: Brief presentation and Q&A with 4-5 Totara people.

Perks and Benefits:

• Enhanced Parental Leave
• Private Healthcare
• Life Insurance 4x Salary
• Professional Development Opportunities
• Annual Wellbeing Allowance
• New Joiner home working set-up allowance
• Additional Paid Leave: Birthday off, Working days between Christmas and New Years Eve