Description
The Client Success Executive supports the Client Success team in ensuring clients achieve their desired outcomes and have a positive experience with Davies Technology Solutions (DTS). This role is crucial for day-to-day client interactions, handling routine inquiries, and assisting in the execution of client success and growth strategies. The Client Success Executive plays a key role in maintaining high levels of client satisfaction and driving revenue growth through upselling existing products and solutions.
Key Responsibilities
Client Engagement and Relationship Management
* Build and maintain strong, long-term relationships with key client stakeholders, acting as their primary point of contact for all assigned clients
* Proactively engage with clients to understand their goals, challenges, and usage of our technology solutions, providing tailored recommendations and best practices
* Cultivate and nurture strong client relationships, positioning DTS as a trusted technology partner
* Conduct regular check-ins, reviews, and success planning sessions to ensure alignment with client objectives
Revenue Expansion
* Identify opportunities to expand and upsell existing products and solutions to current clients, driving revenue growth
* Identify opportunities for up-selling existing products and solutions to clients
* Prepare and present compelling proposals, product demonstrations, and business cases to clients, highlighting the value and benefits
* Maintain a robust sales pipeline, tracking opportunities from initial contact through to closure
* Achieve or exceed quarterly and annual sales targets
Contract and Renewal Management
* Develop and execute effective renewal strategies to retain existing clients
* Negotiate contract terms and conditions to optimize revenue and client satisfaction
* Ensure timely contract renewals and renewals
Client Advocacy and Issue Resolution
* Monitor client satisfaction and address any issues promptly
* Proactively identify areas for improvement in client experience
* Collaborate with internal support and delivery teams to ensure seamless delivery of services
Collaboration and Strategy Development
* Collaborate with the Business Development (BDR) team to ensure a smooth handover of new clients, overseeing the onboarding process with Support and ensuring clients receive adequate training and support to utilise DTS solutions effectively
* Gather client feedback to drive product and service improvements
* Foster a high-performance culture focused on results, collaboration, and continuous improvement
* Share knowledge and insights with the team, contributing to a culture of continuous improvement
* Participate in ongoing training and development programs to enhance business development skills
Key Metrics Reporting
* Use CRM and other internal tools to record client interactions, manage sales activities, and monitor progress
* Track and analyze key performance indicators (KPIs) related to client retention, revenue generation and satisfaction
* Maintain accurate and up-to-date client records
Skills, Knowledge & Expertise
Education and Experience
* Bachelor’s degree in Business, Marketing, Information Technology, or a related field (or equivalent experience).
* 2+ years of experience in customer success, account management, or a related field within the technology industry, with a strong understanding of SaaS solutions.
* Proven experience managing B2B client relationships and driving client satisfaction in a technology solutions environment.
Technical Skills
* Familiarity with CRM systems (e.g. MS Dynamics, Salesforce, HubSpot), and data analytics tools
* Strong understanding of technology solutions, software development, and industry trends, with the ability to communicate technical concepts to non-technical stakeholders.
Problem-Solving and Analytical Skills
* Excellent analytical and problem-solving skills, with the ability to assess client needs and develop effective solutions.
* Ability to analyze data and metrics to drive decision-making and measure the success of client engagement initiatives.
Communication and Interpersonal Skills
* Strong verbal and written communication skills, with the ability to build rapport and trust with clients at all levels.
* Collaborative mindset, with the ability to work effectively within a team and contribute to a positive team culture.
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 6,500 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.