Job Title: Client Engagement & Account Manager
About Novigi:
Novigi is the data and technology partner to the Financial Services Industry, with offices in Sydney, Melbourne, Wollongong, Brisbane, Canberra and Colombo, Sri Lanka. At our core, we are data-driven transformation and business optimisation experts.
We partner with our clients to transform their business functions through the clever use of data and interoperability. Our team offers a range of services and solutions that cater to the evolving needs of the financial sector.
Your Role:
The Client Engagement & Account Manager plays a key role in the Growth function of Novigi, reporting into the Senior Partner. This position involves developing and maintaining effective client relationships and managing key accounts for our business.
You will serve as the client advocate for the delivery of contracted services and be the primary point of contact for engagement with our clients. Additionally, you will assist in driving sales generation through effective relationship building, deep market knowledge and exceptional service delivery.
Key Responsibilities:
1. Account Management: Develop, own and evolve several key client relationships and accounts, help manage the allocation of effort for effective service delivery for those clients.
2. Client Relationship Building: Serve as the lead point of contact for all client account management matters, build and maintain strong, trusted and long-lasting client relationships and other key stakeholders.
3. Communication: Communicate effectively with both internal and external stakeholders to understand client needs, maximise retention and growth, and communicate insights and learnings.
4. Account Planning: Develop and execute account plans for each client including current and target clients.
5. New Client Onboarding: Manage and oversee the onboarding of new clients.
6. Issue Resolution: Lead the resolution of challenging client requests and issues escalations, as needed.
7. Client Feedback: Proactively seek feedback from clients and action improvements to ensure client satisfaction and advocate for the clients in all internal forums.
8. Reporting: Prepare monthly Account status reports utilising agreed tools and metrics.
9. Cross-Functional Collaboration: Collaborate with the commercial management and marketing teams to proactively maintain Novigi CRM for agreed and target accounts.
Delivery and Sales:
1. Project Oversight: Provide oversight of client projects to provide guidance to the client, internal stakeholders and delivery teams and manage internal and external escalations.
2. Business Development: Work with the client to help identify and generate new business opportunities.
3. Service Delivery: Remain close to delivery of services and assist in the achievement of revenue targets.
4. Sales Target: Contribute to and help drive to the delivery of Growth team sales target.
5. Growth Strategy: Provide client and market insights to help develop and drive Growth strategy.
6. Proposals and Statements of Work: Draft and deliver Client Statements of Work (SoW) and sales proposals in conjunction with the relevant delivery team.
7. Cross-Functional Collaboration: Collaborate with the commercial management team(s) to proactively maintain Novigi CRM for accurate sales and revenue forecasting.
8. Strategic Influence: Use strategic influence and negotiation skills to secure favourable outcomes for both the client and the company.