Client Relationship Manager

4 days ago

Sydney, New South Wales, Australia Tbwa ChiatDay Inc Full time
Client Relationship Manager - Australia & New Zealand

Sydney

About us

The Financial Times is one of the world's leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you're given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, you'll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you'll discover new skills and forge a career that can take you anywhere.

Build a newsworthy career at the FT.

Our commitment to diversity, equity and inclusion

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

Role Description

Client Relationship Managers (CRM) is a region focussed key account specialist responsible for retaining and growing the bank of business in Australia and New Zealand. They have the responsibility for the retention and upselling of existing business, requiring negotiation skills and excellent relationship management and account management. They focus on the development of an annual sales plan for their bank of business which identifies how the overall target will be achieved. Regular contact and establishing relationships with clients in partnership with Marketing and the Customer Success team is required to develop engagement activities throughout the year to support retention and upsell as well as cross-selling products. The role entails strong organisation skills and the ability to handle a large number of accounts with a strategic approach in order to establish relationships with key collaborators.

Please note that additional responsibilities and requirements may be needed based on regional needs or scenarios where you are responsible for handling a global/cross-regional account.

Reports To: Head of CRM, APAC

Role Responsibilities

  1. To personally be responsible for the achievement of the retention and upsell business target set at the start of each new year.
  2. "Own" / personally be responsible for the assigned bank of business in the region of Australia and New Zealand.
  3. To prioritise face to face and virtual meetings with clients, gain knowledge of the business operations and information needs of the client and actively network to build strong relationships at a senior level and with stakeholders in other departments within the company. This will lead to a better understanding of requirements and establish new opportunities to support retention, upsell and cross selling.
  4. Maintaining awareness of an opportunity/accounts overall health and taking the appropriate action to mitigate the risk of downsell and/or cancellation.
  5. Document all sales activity in Salesforce, and keep opportunities updated with regards to likely close dates.
  6. To work with the appropriate support departments to ensure that customer issues are handled consistently and effectively.
  7. To work closely with the Customer Success team to plan and prioritise activities to support the goal of retention and upsell.
  8. To keep up to date with market & competitor developments in the relevant sector and have the ability to speak with confidence on the FT's value proposition.
  9. To keep up to date with developments and news relating to the individual accounts you are responsible for ensuring a tailored and strategic approach.
  10. Feedback customer insight to assist with product development and cross selling new products.
  11. Ensure dates of all renewals are well planned and work commences at least three months in advance.

Role Requirements

  1. The level in which these skills are required differentiates between executive and manager. Please refer to the competency framework for further clarity. Regional specific skills may be required and added where necessary.
  2. Takes a consultative sales approach to achieve business development in order to expand accounts.
  3. Strong approach to cross-selling into new products using strategic value positioning.
  4. Proven account management experience from the industry and of meeting or exceeding retention and upsell revenue targets with a strategic mindset.
  5. Experience carrying out face to face and virtual client meetings often negotiating with senior management within the company.
  6. Well developed influencing skills to gain commitment from clients and colleagues.
  7. Eager to develop a thorough understanding of the value of the FT from existing clients in the relevant sector/region and utilise this information to grow, expand and upsell accounts.
  8. Excellent presentation and communication skills.
  9. Ability to work collaboratively as part of a team to succeed.
  10. High level of initiative, motivation, and ability to network both internally and externally to find opportunities and maintain/establish relationships. Attend industry events and spot networking opportunities to meet with existing and new collaborators.
  11. Organise and perform business travel to client locations in your region for client facing, account management and relationship building.
  12. Excellent organisation skills and ability to work under pressure to meet deadlines.
  13. Proficient in working with CRM systems / Salesforce, Google suite, Microsoft Office and comfortable working with data and data trends.
  14. Comfortable with negotiations in a professional manner at different levels of the organisation.

What's in it for you? Our benefits

Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, and opportunities to give back to the community. Full details of our benefits are available here.

We've embraced a hybrid working model that promotes flexibility, including remote work options. We will support specific flexibility requests for all roles where feasible.

Accessibility

We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.

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