Relationship Manager

The Client Relationship Associate is responsible for managing their assigned portfolio of AU accounts, retaining and growing revenue from existing clients as well as provide support for the Director and Associate Director

**High Level Objectives**
- Retain and continue to expand on existing strong relationships with assigned portfolio of clients.
- A commitment to an evolving, in-depth knowledge of each client’s business, industry changes, and of Calastone and our smart technology solutions.
- Grow revenue within existing customers by fostering increased uptake of existing services (e.g. connecting to more fund managers for transactions) and up-selling of new services.
- Provide leads, introductions and reference clients to the wider team to facilitate revenue growth through new clients and new services.
- Provide accurate revenue forecasts and ensure revenue targets are met for each customer.
- Contribute to building the Calastone brand.

**Key Responsibilities**

**Client Relationship Management**
- Maintain, develop and strengthen relationships of a large portfolio of assigned clients and key contacts at distributors, registries, fund managers and service providers.
- Ensure smooth and efficient on-boarding of new clients and the provision of new products to existing clients whilst working closely with both internal and external stakeholders.
- Draft and maintain an account plan for each client for the year ahead to retain and grow revenue.
- Ensure our corporate CRM (Salesforce) is up to date for all clients, including:

- CRM Owner
- Key client contacts
- Opportunities
- Planned client Interactions
- Current issues
- Notes and action items for each meeting/call
- Prepare Service Review Packs for all appropriate clients in an accurate and timely manner and distribute to nominated clients.

**Internal Calastone Interaction**
- Develop strong working relationships with all internal stakeholders to ensure client satisfaction:

- Management - report and escalate issues as appropriate in a timely manner.Sales - supply leads, introductions and recommendations.
- Operations - communicate regularly to understand any operational issues affecting clients, feedback client requirements and supply new links for increased use of existing services. Develop detailed understanding of operational processes and act as the primary conduit between Operations and our team.
- Client Delivery - manage handover of client projects and communicate regularly to manage client issues/expectations throughout the lifecycle of each customer project.
- Marketing - feed into campaigns and assist with contacts/introductions/events.
- Legal - track and progress agreement and signature of all necessary legal documentation for customers to turn opportunities into revenue generating activities as quickly as possible.
- Finance - supply monthly revenue forecasts.
- Development - communication as necessary in relation to client requirements.
- Research and analysis - provide support to Director and Associate Director when required

**Business Development & Market Intelligence**
- Identify and manage opportunities for networking across different industry groups to support the interests of Calastone and its clients.
- Provide up to date product and industry knowledge as well as organisational updates both internally and externally.
- Analyse industry news and available data to establish Calastone’s market position and wider market trends.
- Coordinate and attend monthly networking functions, workshops and user groups, all ensuring events are in line with company strategy.

**CRM Team Pre-requisites**
- Ability to provide demonstrations for all live Calastone products and services within 3 months of commencing
- Ability to have meetings with clients without supervision within 3 months of commencing
- Ability to prepare and deliver good quality presentations to customers as appropriate.
- Technical expertise/knowledge of the Calastone system, products and services.
- Good understanding of each client’s Calastone relationship, connectivity method, history with Calastone since go live as well as the client’s own core business/role in the wider market.
- Good understanding of the Calastone business as well as the funds industry, fund trading and the role of industry participants, such as distributors, fund managers, service providers and custodians.

**Person Specification**
- An individual who always operates with a high level of honesty and integrity.
- Strong relationship building skills.
- Self-motivated and able to work independently as well as within a team
- Strong detail orientation and organisational capabilities.
- Driven and highly motivated both to push themselves and to help the team succeed
- Strong communication skills with the ability and personal impact to influence the key decision makers at client organisations.
- Experience of delivering on revenue targets.
- Entrepreneurial in spirit but works with and advocates corporate discipl