Customer Relationship Executive/Manager

About the role

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. Client Relationship Executive/Manager (CRE/M) is a region focussed key account specialist responsible for retaining and growing the bank of business in which they are allocated. 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 building 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 manage a large number of accounts with a strategic mindset in order to build relationships with key stakeholders. The candidate will also be working closely with our parent company to collaborate on projects or duties as assigned from time to time.

Responsibilities

• To personally be responsible for the achievement of the retention and upsell business target set at the start of each new year.
• To work with the appropriate support departments to ensure that customer issues are handled consistently and effectively in a timely and efficient manner.
• To work closely with the Customer Success team to plan and prioritise activities to support the goal of retention and upsell.
• Maintaining awareness of an opportunity/accounts overall health and taking the appropriate action to mitigate the risk of downsell and/or cancellation.
• Document all sales activity in salesforce, and keep opportunities updated with regards to likely close dates in a timely and efficient manner.
• To keep up to date with market & competitor developments in the relevant sector and have the ability to speak with confidence on the FTs value proposition.
• To keep up to date with developments and news relating to the individual accounts you are responsible for ensuring a tailored and strategic approach.
• Feedback customer insight to assist with product development and cross selling new products.
• Ensure dates of all renewals are well planned and work commences at least three months in advance.
• Required skills and experience
• Takes a consultative sales approach to achieve business development in order to expand accounts.
• Strong approach to cross-selling into new products using strategic value positioning.
• Proven account management experience and of meeting or exceeding retention and upsell revenue targets with a strategic mindset.
• Experience carrying out face to face and virtual client meetings often negotiating with senior management within the company.
• Well developed influencing skills to gain commitment from clients and colleagues.
• 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.
• Excellent presentation and communication skills.
• Ability to work collaboratively as part of a team to succeed.
• High level of initiative, motivation, and ability to network both internally and externally to identify opportunities and maintain/build relationships.
• Excellent organisation skills and ability to work under pressure to meet deadlines.
• Fluency in English, both

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