Client Success Manager (Apac)

Company Overview

Alpha Development is an international financial services training firm, headquartered in the UK. Our clients are the world’s leading investment banks, insurance firms, sovereign wealth funds, private banks and asset managers. We offer global coverage through our team based in London, Singapore, and Abu Dhabi – as well as an industry-leading network of Associate Faculty across our centres of operation including the US, continental Europe, wider Middle East, India, Hong Kong, and mainland China.

Purpose

Alpha is setting its commercial organisation ready for accelerated growth across our global client portfolio. As part of this restructure we are expanding our Client Success function with a new role: Client Success Manager (APAC). These are relationship management roles, responsible for managing the renewal projects and pipelines of a portfolio of high value clients.

The Client Success Manager will own customer relationships, supporting our renewals and sales process and growth ambition on a global scale. They will work closely with the appropriate Account Director responsible for growing the account.

Key Accountabilities & Responsibilities

§ Own all project-related aspects of renewal programmes for a group of specific key clients, including follow ups, face-to-face meetings, and project management of the design, schedule, trainer briefings and evaluations.

§ Identify new opportunities/business for follow up by the Account Director.

§ Proactively develop client relationships, anticipate and provide solutions to client needs and prioritise client satisfaction.

§ Meet or exceed agreed performance targets and objectives, particularly those relating to client satisfaction and programme evaluation.

§ Conduct periodic reviews to ensure clients are satisfied with the services provided.

§ Introduce the appropriate SMEs and senior support at the right time in conversations.

§ Achieve Client Success Manager targets and KPI’s as set by the Commercial Director.

§ Manage CRM system and pipeline data effectively.

§ Work with Account Directors and Product heads to improve solutions, services and products that are appropriate to client needs and improve client engagement.

§ Work in partnership with colleagues across Alpha to improve connectivity, deliver exceptional standards and quality of service across all interactions with clients or other professionals.

§ Work effectively with Alpha’s broader network of delivery partners.

Experience, Knowledge and Skills Required

§ Minimum of 5 years account or programme management experience within professional services sales and/or Learning & Development, HR. Experience of the Learning and Development sector is advantageous.

§ Proven ability to identify and meet client needs through a range of products and services.

§ Excellent organizational skills and a track record of managing projects and stakeholders and influence at a senior level.

§ Ability to differentiate from the competition through the delivery of a responsive and proactive approach to relationship management.

§ Experience of engaging with clients at a strategic and transactional level, using insight to influence outcomes.

§ Excellent interpersonal skills and ability to network and build relationships across clients, colleagues, and key stakeholders.

§ Proven analytical ability and effective communication skills, able to present complicated information and ideas concisely.

§ An entrepreneurial mind-set: self-starter with experience of minimal direct supervision, able to balance working well within a global team and adhere to Alpha standards.

§ Demonstrate a solutions-focus approach, think about the client first, understand their client’s needs and strive to add value to their clients.

§ Work effectively in a fast-paced environment managing work flow across different lines of businesses/departments including accurate proposal documentation, CRM data, information sharing between teams.

§ Strong IT skills including MS Office (Outlook, Excel, Word and PowerPoint). Experience with CRM/ERP systems.

§ Ability to develop a thorough knowledge of all product areas. Love to learn!

Alpha Values

Candidates will need to demonstrate that they will act within Alpha’s values and will inspire others to do so.

§ Professional

§ Accountable

§ Team Focused

§ Innovative

§ Open and Honest