Client Account Manager

il y a 1 jour

Capellen, Luxembourg LuxTrust Temps plein

**Activities**:

- Ensure rigorous support activities, follow-up and resolve clients’ open issues
- Organise:

- Timely account meetings for large accounts
- Customers’ monthly workshops for new services, solutions and SLAs
- Handle client information and consulting requests (can leverage Marketing team’s support)
- Coordinate with the IT team to ensure maintenance
- Coordinate with the Professional Services team to ensure the optimal qualification of clients’ requests and their related responses
- Own problem management, if and when applicable
- Negotiate customer conflict resolution, if applicable
- Provide clients’ feedback to sales / marketing / engineering / management / business analysis teams:

- Market intelligence / competitor’s initiatives
- Up-sell opportunities
- Service / solution improvement ideas
- Situations requiring management’s attention
- Maintain clear and complete communication channels with clients (e.g. make sure the clients’ related distribution lists are up-to-date)
- Promote best practices and help clients to improve the implementation of LuxTrust’s solutions
- Ensure that clients are regularly informed of roadmap evolutions
- Take care of contract renewal
- Ensure financial offers and financial reporting for existing clients

**Missions**:

- Build, maintain, and be accountable for strong and long-lasting relationship with existing clients
- Serve as the lead point of contact for all client account management matters and act as client’s first level escalation level (after Customer Care involvement)
- Ensure a high level of client satisfaction
- Identify upsell opportunities
- Make sure clients are aware of roadmap evolutions and timely implement upgrades
- Make sure clients adopt the best practices
- Ensure proper financial follow-up of existing contracts
- Collect clients’ feedback and satisfaction level in order to ensure that this is known and followed up within LuxTrust
- Directly contribute to profitable revenue growth:

- Help promote LuxTrust’s core business on the international market with
- Meet or exceed bookings goals
- Provide up & cross selling with accurate proposals and quotations
- Review own account management performances, aiming at meeting or exceeding company’s targets

**Specific profile**:

- Bac +5 or similar experiences
- Demonstrate strong empathy to delivering good quality of services to customers, at any time
- Demonstrate a positive “problem-solving” attitude and thrives for rapidity and efficiency
- Work in autonomy and demonstrates constant initiative and proactivity
- Have deep understanding of the technologies used by LuxTrust
- Have experience in working with clients, partners and subcontractors
- Address challenges with a positive and constructive mindset
- Be creative and suggest improvements
- Can work under stress conditions
- Willing to help LuxTrust expand internationally
- Has strong verbal and written communication skills (French, English, other languages are assets)

**Additional training**:

- LRA officer training
- PSF Awareness training
- Security Awareness training

**Permanent contract** **based in Capellen - Luxembourg.

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