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    Relationship Manager - London, United Kingdom - AtlasEdge

    AtlasEdge
    AtlasEdge London, United Kingdom

    4 days ago

    Default job background
    Full time
    Description

    Purpose

    The 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 Duties

    To 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)

    • Analyzing named clients, identifying SWOT's of current relationship with AtlasEdge in relation to our positioning against our competitors
    • Assisting in developing a strategy for each relationship together with a set of goals and objectives i.e. what we intend to achieve with the relationship
    • Understand the clients business: factors shaping and challenges faced in order to enable AtlasEdge to meet the client's needs
    • Find 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 accounts

    • Implementing 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.
    • Implementing and managing satisfaction surveys where appropriate
    • Reviewing current satisfaction levels, identifying service improvement requirements and owning these through to completion.
    • Coordinating "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 necessary
    • Ensuring that plans are communicated and agreed with all key stakeholders (Operations, Finance, Legal etc) and managed through to completion with other relevant parties.
    • Ensuring that contract terms and conditions and service level agreements are met.
    • Managing 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)

    • Supporting 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)
    • Support 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 administration

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

    Additional Duties and Responsibilities

    • Ability to work remotely and travel.
    • Assume other special projects/assignments as directed by Relationship Management leadership or VP, Client Services

    Essential Knowledge

    • Fluent English oral and written skills
    • Demonstrable experience in a similar role (ideally customer relationship/account management)
    • The ability to actively listen and communicate effectively
    • Data Centre experience desirable
    • Intermediate level Microsoft Office

    Competencies

    Relating and Networking

    • Excellent working relationships with customers and colleagues
    • Builds a wide network of contacts inside and outside the organisation
    • Relates, communicates and engages well with people at all seniority levels
    • Manages conflict calmly and effectively
    • Delivers results and meets customer expectations

    Focuses on customer needs and satisfaction

    • Sets and monitors high standards for quality
    • Works in a methodical and structured way
    • Consistently achieves goals

    Presenting and communicating information

    • Speaks fluently and clearly
    • Expresses opinions, information and key points clearly
    • Makes presentations/reports and undertakes public speaking with skill and confidence
    • Responds thoughtfully to the needs of an audience and to their reactions and feedback
    • Projects credibility

    Analyzing

    • Analyses all data points and information of a customer relationship
    • Probes for further information or greater understanding of a problem
    • Makes rational judgments form the available information and analysis
    • Produces workable solutions to a range of problems
    • Demonstrates an understanding of how one issue may be part of a much larger system

    Commercial thinking

    • Keeps up to date with competitor, market and industry information
    • Identifies business opportunities for the organisation
    • Demonstrates financial awareness
    • Thinks 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:

    Degree qualification desirable but not essential

    ITIL qualifications desirable but not essential

    In Atlas Edge

    You 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 Offer

    • Always keep growing We are on an exciting trajectory and this journey will create many opportunities to grow and progress while making an impact
    • Paid holiday annually
    • A good pension scheme
    • Paid 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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