Client Retention Leader at Cyberlogic

PURPOSE OF POSITION:   

• The Leader of Client Success heads up the Client Success function with a vision and strategy to provide clients the support, guidance, resources and knowledge needed to meet their business objectives through digital transformation. The Lead develops strategies and processes that deliver unquestionable value to our clients which in turn leads to loyal clients and ultimately to strong financial results. This person will ultimately be responsible for the functions ability to retain and grow revenue in existing accounts.
• This leader will have demonstrated experienced in sales management, building high performance sales teams and driving strategies for growth within existing accounts. You will also be expected to contribute to building the brand for the organization through marketing and social media platforms.

Key components of the role will include:

• Establishing professional and consultative relationships with client stakeholders, up to C-level where applicable, across a range of small, mid-sized and large accounts by developing a core understanding of their unique business drivers and matching them with solutions that align to the clients’ OKRs (Objectives, Key Results)
• Crafting proposals and closing deals that result in consistently meeting/exceeding sales targets
• Collaborating cross-functionally with other relevant teams across the business to create and refine strategies, processes, and policies that drive organisational growth
• Collaborating with external business partners (vendors, OEMs, etc.) to drive mutually beneficial outcomes for shared prospects and clients

KEY RESPONSIBILITIES:  

Client Portfolio Management

• Maintain and build relationships with key client stakeholders
• Collate reporting to share at regular check-ins to align on value-driving metrics
• Proactive client risk and issue management

Bill of ICT assessments

• Develop deep context of the client landscape and their operating model
• Understand the impact of business trends and emerging technology on our clients and their customers and staff
• Generate value by working with our clients to create innovative solutions to business problems

Demand Management

• Opportunity and pipeline development initiatives
• Drive both client demand and support the sales process
• Develop account plan with the support of the greater Client Success and Delivery team
• Lead client to successfully operate their IT landscape, from Adoption to Digital Transformation
• Develop an improvement plan and execution roadmap to augment the client’s IT landscape

Delivery Management

• Project portfolio management across client accounts
• Appropriate allocation of teams in conjunction with the projects manager to deliver planned initiatives
• Manage project quality, milestones, budget, risks and issues
• Build partnerships with internal teams to support effective service delivery
• Manage client expectations and retrospectives following delivery initiatives
• Develop reusable intellectual property and collateral for knowledge sharing

Commercial Management

• Annual SLA renewal planning, negotiation and approval
• Manage commercial risk ensuring contracts are signed and in place timeously
• Project proposal coordination
• Project forecasting and billing
• Project Statement of Work support
• Compliance management of Cyberlogic terms
• Management of profitability of projects and services

Coaching and Mentoring

• Peer coaching and mentoring of teammates
• Development of knowledge assets to share with the team
• Profile the Cyberlogic brand to attract talent and build further client opportunities

Accountable

• Retention and growth in existing accounts
• Commercial risk within existing accounts
• Management of CSM team

Responsible

• Commercial management
• Delivery management
• Client satisfaction

Contribution

• Peer coaching and mentorship
• Team development and innovation projects

KEY REQUIREMENTS:

• Outstanding commercial sales acumen derived from previous experience in a sales or account management role, preferably within the IT/Cloud services, Cyber Security, or Data Analytics and Intelligence industries.
• A demonstrable understanding of one or more of the following disciplines: IT & Cloud Infrastructure and Services, Cyber Security, or Business Intelligence and Data Analytics.
• Strong analytical skills and the ability to derive actionable insights from data.
• Must be comfortable working in a fast-paced environment and have a demonstrated desire to grow and achieve personal and work goals.
• Meticulous attention to detail.
• Ability to collaborate effectively within a cross-functional, geographically dispersed team.
• Proven ability to work autonomously in a remote / hybrid environment.
• Exceptional organisational, presentation, and interpersonal skills.
• Exceptional written and verbal communication skills, including the ability to tailor messaging to suit differing personas and business priorities.
• Leadership qualities and a deep desire to nurture those skills and competencies.

QUALIFICATIONS & EXPERIENCE:

• 5+ years of relevant B2B sales and/or account management experience.
• An excellent sales track record selling technology solution within the following fields: Cyber Security, Business Intelligence and Analytics, Technology Solutions, SaaS.
• Bachelor's Degree in Business, Technology or a related field. Additional education/ certifications are desirable.
• Experience in acquiring key new logo customers (Hunting).
• Skilled Solution Seller with a shown ability to build proposals.
• Ability to operate up to a C-Level within our prospects & customers (CIOs, CTOs).
• Familiarity with established sales methodologies such as MEDDIC or Value Selling preferred.
• Familiarity with CRM tools such as Salesforce, HubSpot, or similar is desirable.
• Leadership experience (formal and/or informal) is essential.