Client Retention Leader

Summary

Join Cyberlogic as their Client Retention Leader, spearheading client success and driving revenue growth. You will build and maintain strong client relationships, develop and implement strategies for retention and growth, and manage a team. This role requires proven experience in sales management, building high-performance teams, and driving growth within existing accounts. You will also contribute to brand building through marketing and social media. The position offers a hybrid/remote work environment and requires strong commercial acumen, analytical skills, and exceptional communication skills. Success in this role will be measured by client retention, revenue growth, and team performance.

Requirements

• Outstanding commercial sales acumen derived from previous experience in a sales or account management role, preferably within the IT/Cloud services, Cyber Security, or Data Analytics and Intelligence industries
• A demonstrable understanding of one or more of the following disciplines: IT & Cloud Infrastructure and Services, Cyber Security, or Business Intelligence and Data Analytics
• Strong analytical skills and the ability to derive actionable insights from data
• Must be comfortable working in a fast-paced environment and have a demonstrated desire to grow and achieve personal and work goals
• Meticulous attention to detail
• Ability to collaborate effectively within a cross-functional, geographically dispersed team
• Proven ability to work autonomously in a remote / hybrid environment
• Exceptional organisational, presentation, and interpersonal skills
• Exceptional written and verbal communication skills, including the ability to tailor messaging to suit differing personas and business priorities
• Leadership qualities and a deep desire to nurture those skills and competencies
• 5+ years of relevant B2B sales and/or account management experience
• An excellent sales track record selling technology solution within the following fields: Cyber Security, Business Intelligence and Analytics, Technology Solutions, SaaS
• Bachelor's Degree in Business, Technology or a related field
• Experience in acquiring key new logo customers (Hunting)
• Skilled Solution Seller with a shown ability to build proposals
• Ability to operate up to a C-Level within our prospects & customers (CIOs, CTOs)
• Leadership experience (formal and/or informal) is essential
• Own vehicle and valid driver's license are required (may be required to travel to clients/offices)
• Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location to deliver your best in terms of performance and productivity

Responsibilities

• Maintain and build relationships with key client stakeholders
• Collate reporting to share at regular check-ins to align on value-driving metrics
• Proactive client risk and issue management
• Bill of ICT assessments
• Develop deep context of the client landscape and their operating model
• Understand the impact of business trends and emerging technology on our clients and their customers and staff
• Generate value by working with our clients to create innovative solutions to business problems
• Opportunity and pipeline development initiatives
• Drive both client demand and support the sales process
• Develop account plan with the support of the greater Client Success and Delivery team
• Lead client to successfully operate their IT landscape, from Adoption to Digital Transformation
• Develop an improvement plan and execution roadmap to augment the client’s IT landscape
• Project portfolio management across client accounts
• Appropriate allocation of teams in conjunction with the projects manager to deliver planned initiatives
• Manage project quality, milestones, budget, risks and issues
• Build partnerships with internal teams to support effective service delivery
• Manage client expectations and retrospectives following delivery initiatives
• Develop reusable intellectual property and collateral for knowledge sharing
• Annual SLA renewal planning, negotiation and approval
• Manage commercial risk ensuring contracts are signed and in place timeously
• Project proposal coordination
• Project forecasting and billing
• Project Statement of Work support
• Compliance management of Cyberlogic terms
• Management of profitability of projects and services
• Peer coaching and mentoring of teammates
• Development of knowledge assets to share with the team
• Profile the Cyberlogic brand to attract talent and build further client opportunities
• Retention and growth in existing accounts
• Commercial risk within existing accounts
• Management of CSM team
• Commercial management
• Delivery management
• Client satisfaction
• Contribution
• Peer coaching and mentorship
• Team development and innovation projects

Preferred Qualifications

• Additional education/certifications are desirable
• Familiarity with established sales methodologies such as MEDDIC or Value Selling preferred
• Familiarity with CRM tools such as Salesforce, HubSpot, or similar is desirable