As Strategic Account Manager, you will play a pivotal role in driving long-term business growth by developing and executing comprehensive account strategies for key clients. This involves deep collaboration with internal teams to deliver tailored solutions that align with clients' evolving needs while proactively identifying new business opportunities to expand relationships. You will act as a trusted advisor to clients, providing strategic insights and ensuring sustained value creation, while also managing complex contract negotiations and fostering cross-functional partnerships. Ultimately, your strategic leadership will be critical in achieving revenue targets, enhancing client satisfaction, and maintaining high retention rates across major accounts. Responsibilities include: - Build and maintain long-term relationships with key stakeholders at client organisations.
- Act as a trusted advisor, understanding clients' business needs, challenges, and industry trends.
- Develop account strategies to grow business and expand opportunities within key accounts.
- Drive revenue growth by increasing account penetration, securing renewals, and expanding service offerings (cross sell / up sell).
- Meet or exceed revenue, profitability, and growth targets for the accounts managed.
- Ensure Airtable is up to date if there have been any variations in bed numbers during the year.
- Collaborate with internal teams to develop pricing models, proposals, and value propositions and teams to ensure seamless service delivery.
- Lead contract negotiations, ensuring favourable terms for both client and the company.
- Manage contract renewals, amendments, and compliance to avoid disruption in service.
- Lead, high level service review meetings, setting the agenda, pulling all the correct internal teams together, etc.
- Production of high-level service report decks and presentations.
- Dealing with high-level escalations and leading resolution response.
- Regularly monitor account performance, track key metrics (KPIs), and provide reports to Exec leadership based on the health of the partnership.
- Use data to identify trends, risks, and opportunities for improvement.
- Act as the voice of the customer within the organisation, ensuring client feedback influences future product/service development.
- Key protagonist for continuous improvement, working with Operational Excellence to drive a strong client experience (including PIR; Interlock engagement) driving accountability across internal departments
- Adherence to business policies, procedures and Standard Operating Procedures (SOPs), including, but not limited to all those relevant to Information Security, Health and Safety.
- Report any health and safety breaches or concerns in order to assist the company in preventing future accidents/incidents.
- Ensure you carry out your work in an environmentally responsible manner and inline with environmental policies and procedures.
- Ensure all team members, even in matrix setups, understand and consistently follow all Standard Operating Procedures (SOPs), linked to their role.
- Support them to meet agreed standards, regularly check for compliance, and fix or update processes as needed.
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