Client Success / Key Account Manager

Client Success / Key Account Manager

Annual Salary: £28,000 pa + Benefits

Hours: Monday Friday 9.00am 5.00pm (part-time considered) office based.

Our client is an award-winning 2nd generation family run business with an exciting opportunity for a dynamic and results driven key account manager, to join their Client Success Team.

They 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. They love what they do and they genuinely want to add value to their SME client base.

The ideal candidate will focus on ensuring they deliver an exceptional client experience, maximising retention, and driving revenue growth through upselling, cross-selling and client referrals. The Client Success Team, is critical to their business growth strategy.

They are an ambitious company with a brilliant track record of year-on-year growth, profitability and development. They place significance on values such as graft, together, heart and grit. These core principles run right through their business and as a result, in all their dealings with clients. Their vision is to grow year on year, however they want to do this in the right way, maintaining their values and adding stability to the business. Building a great reputation is paramount and something that has been key to their business strategy from day one. They have been in business 21 years and their success is built on hard work, collaboration, and a passion for excellence.

As an employer they value the benefits of a good work life balance and promote a positive working environment. Our client genuinely cares about each member of the team and their contribution to the business and clients.

Equally, they have made a commitment to the community and set-up their own charity, supporting people who have been homeless or are at the risk of becoming homeless in Leeds and Kirklees, to take the next step back into employment. Up to 10% of 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 Head of Client Success, draft proposals and close upselling opportunities.
• Liaise with wider teams (Employment Law, HR Growth, Health & Safety, Marketing etc marketing, product, support, 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 team.

Key Performance Indicators (KPIs)

• Client retention rate (%).
• 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 focussed mindset with 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.

Personal qualities:

• 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

• Annual Salary: £28,000
• Hours Monday Friday 9.00am 5.00pm (part-time considered) office based.
• Holidays: 25 days + bank hols (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 : Help-Hand

HOW TO APPLY

If youre ready to lead a client success team that turns exceptional service into long-term partnerships, wed love to hear from you!. Please submit your updated CV.

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