Client Relationship Director

Job Description

The Client Relationship Manager is responsible for establishing and maintaining client relationships, monitoring client profitability, driving commercial value for the Business, building the relationships between Operations and Clients to ensure our services are delivered to the highest of standard, ensuring that they focus on revenue generation, upsell, cross-sell, and keeping the core business data up to date at all times, risk management and managing associated initiatives and projects.

This is a key role in terms of client relationships and, as such, is expected to include significant client interaction at a senior level (CFO, Director of Finance, Head of Investor Relations), acting as the main contact/ escalation point for several high-profile engagements.

Location: The role can be based in London / Dublin / Shannon.

Responsibilities:

• Build relationships with key decision-makers at designated clients as a framework for implementing BD strategies.
• Establish and maintain clear communication channels with designated clients and have thorough understanding of client issues, wants and needs.
• Develop and maintain Client Plans setting out our approach to maximising revenue growth opportunities with each client through up-sell and cross-sell.
• Responsible for engaging our internal legal team and overseeing the completion of all client legal documents and agreements including fee agreements, Service Level Agreements, fee quotes, Administration Agreements etc.
• Review of the Service Level Agreement (SLA) against services provided.
• Monitor Key Performance Indicators (KPIs) against SLA.
• Ownership of change management process around SLA ensuring escalation, progress tracking and timely completion of change requests.
• Support new business development opportunities.
• Prepare and distribute Client Call Reports after all meetings within agreed timeframes.

• Profitability:

1. Using available MI, monitor long-term profitability of client relationships.
2. Develop initiatives to remediate less profitable client relationships to acceptable standards.
3. Understanding new services/developments within IQ-EQ and responsible for identifying and maximising business development opportunities within client portfolio.
4. Develop appropriate pricing strategies for all services.
5. Develop and manage all cross sell and upsell opportunities for the designated Clients.
6. Ensure that the core Business data to support all aspects of our services are kept up to date and are relevant to the designated Client portfolio.

• Risk Management:

1. Actively monitor and identify key areas and ensure operations team have appropriate remediation plans in place to address these.
2. Escalate ongoing or significant risks to client revenue appropriately.
3. Monitor service delivery with an awareness of internal and external compliance requirements.

Tasks: 

• To be the client’s point of escalation for significant or repeat service issues and lead the initiation of and management of any remediation plans.
• Act as the key escalation point for several high-profile client engagements, fostering a close working relationship with the key decision makers and influencers. Engage in the ‘difficult conversations’ where necessary around fees, service level agreements or any other aspects within their span of responsibility.  
• Understand the full breadth of services offered by IQ-EQ and clearly identify and pursue opportunities to provide additional services to their client base. Develop an internal network within IQ-EQ to facilitate purposeful conversations in all cross-sell opportunities.
• Collaboratively engage with peers across Client Services to facilitate both knowledge share, understanding shared challenges as well as the achievement of the overall objectives for the function, encouraging the same at all levels throughout the function.
• Attend internal error meetings as required and communicate remediation plans to client.
• Communication of KPIs and remediation plans relating to key risk areas to Client during scheduled service review meetings.
• Facilitate internal review meetings with key relationship stakeholders to discuss service performance, developments, opportunities, and issues.
• Prepare internal Management Information (MI) as required.
• Conduct regular profitability reviews of designated clients.
• Lead fee negotiations as required for designated clients.
• Facilitate CRM meetings with clients and own follow up actions.
• Facilitate quarterly service meetings with clients reporting on KPIs v SLA and issue follow up minutes.