This role is responsible for demonstrated growth and management of assigned accounts in the form of relationship, retention, revenue and additional services.
Creates, maintains and executes an annual plan to optimize client experience for assigned accounts
Develops, nurtures, and manages the overall relationship with assigned accounts
Identifies and engages primary contacts
Identifies key influencers and key decision makers
Promotes Naylor solutions throughout client organization
Engage clients to provide information and expert advice on best practices related to product setup/deployment, marketing, promotion, revenue opportunities, market trends and business review.
Executes add-on and cross business referral opportunities
Tracks and communicates key metrics to build opportunities and experiences that create scale and meaningful value for active projects and solutions
Monthly review of KPIs to identify trends and variances
Interpret KPIs to develop business insights for customers and internal stakeholders
Measure effectiveness and usage of programs, tools and templates on a regular basis. Provide recommendations for improvements to enhance their value.
Develop and deliver business reviews with relevant data points in a way that provides customers with a deeper understanding of their businesses, and clearly demonstrates Naylor’s value and contributions.
Develops depth of industry knowledge as it relates to:
Employment and workforce trends- including certifications and continuing education
Coordinate contract negotiations for add-ons and renewals, including modeling impact on revenue and product margins
Engage and utilize internal departments such as marketing, sales, technology and analytics to ensure that resources are provided for the success of individual accounts and the assigned community.
Prioritize client contact to focus time and resources on opportunities to drive revenue and balance the needs of all clients. Reprioritize as necessary to respond to changing client and business needs.
Update and utilize relationship management tools and client support systems
Other duties as assigned.
3 - 5 years work experience in a professional setting is required.
Possess proven and demonstrated verbal communication skills, including clear verbal articulation capabilities in all client interactions. Must be able to successfully interact with all levels of clientele management.
Must have strong demonstrated writing skills; particularly must be able to write effective, professional emails and other forms of written business communications.
Must possess the ability to analyze and evaluate data and information to guide account strategy, communication and business direction.
Ability to edit contracts, proposal and requirements documents.
Ability to create compelling, informative and sufficient presentations for internal and external stakeholders.
Must have intermediate proficiency in Microsoft Office, specifically Word, Excel and PowerPoint.