Cleckheaton, Yorkshire and the Humber, United Kingdom
Posted today
Hours: Monday – Friday 9.00am – 5.00pm (part-time considered) office based.
Howarths is an award-winning 2nd generation family run business with an exciting opportunity for a dynamic and results-driven key account manager to join our Client Success Team.
We are a team of specialist Employment Law, HR and Health and Safety advisors that work with over 600 client companies throughout England, on a fixed fee annual contract basis. We love what we do and we genuinely want to add value to our SME client base.
The ideal candidate will focus on ensuring we deliver an exceptional client experience, maximizing retention, and driving revenue growth through upselling, cross-selling, and client referrals. The Client Success Team is critical to our business growth strategy.
We are an ambitious company with a brilliant track record of year-on-year growth, profitability, and development. We place significance on values such as graft, together, heart, and grit. These core principles run right through our business and in all our dealings with clients. Our vision is to grow year on year, however we want to do this in the right way, maintaining our values and adding stability to the business. Building a great reputation is paramount and something that has been key to our business strategy from day one. We have been in business for 21 years and our success is built on hard work, collaboration, and a passion for excellence.
As an employer, we value the benefits of a good work-life balance and promote a positive working environment. We genuinely care about each member of our team and their contribution to the business and our clients.
Equally, we have made a commitment to our community and set up our own charity, The Howarth Foundation, supporting people who have been homeless or are at risk of becoming homeless in Leeds and Kirklees, to take the next step back into employment. Up to 10% of our profits are donated to the charity each year.
THE ROLE
* Build and maintain strong, long-lasting client relationships through regular communication and a deep understanding of their business goals.
* Serve as the primary contact for key accounts, addressing enquiries, concerns, and proactively finding solutions.
* Responsible for on-boarding client accounts and managing the renewal process.
* Ensure an exceptional client experience to maintain an attrition rate of less than 10%.
* Collaborate with internal teams to deliver tailored solutions that meet client needs and exceed expectations.
* Analyse account data to anticipate client churn risks and develop strategies to ensure high retention rates.
* Address and resolve client issues promptly and effectively to maintain trust and loyalty.
* Identify opportunities to upsell products or services based on client needs and market trends and contribute to the monthly revenue target.
* In collaboration with the Head of Client Success, draft proposals and close upselling opportunities.
* Liaise with wider teams (Employment Law, HR Growth, Health & Safety, Marketing, etc.) to ensure seamless service delivery.
* Act as the voice of the client internally to influence product or service enhancements.
* Provide assistance and support with the smooth running of the office and wider administrative team.
* Support with creating a positive supporting and family culture within the Howarths team.
Key Performance Indicators (KPIs)
* Annual revenue growth from existing clients.
* Client satisfaction scores.
THE CANDIDATE
The successful candidate for the position of Client Success will possess the following qualifications, experience, and qualities:
Qualification and Experience:
* Proven track record of achieving retention and upselling targets.
* Customer-focused mindset with a problem-solving attitude.
* Exceptional communication and interpersonal skills for building trust and rapport with clients.
* A results-driven approach with a focus on increasing revenue through upselling and cross-selling.
* Graft: Ownership, flexibility, dedicated and pragmatic.
* Together: Communication, respect, collaboration, and compassion.
* Heart: Understanding, empathy, joy, and integrity.
* Grit: Resilience, courage, enthusiasm, and proactive.
PAY & BENEFITS
* Hours: Monday – Friday 9.00am – 5.00pm (part-time considered) office based.
* Holidays: 25 days + bank holidays (Additional Holidays for length of service).
* Pension Scheme: Salary sacrifice pension scheme 5% employee and 5% employer contribution.
* Death in Service: 3x annual salary.
* EAP.
HOW TO APPLY
If you’re ready to lead a client success team that turns exceptional service into long-term partnerships, we’d love to hear from you! Please submit your updated CV to apply for this Client Success / Key Account Manager role.
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