Title: Senior Client Relationship Manager – (Field Based)

Location: United Kingdom

Employee Status: Full Time, Permanent

Salary: Competitive

Role

The role of the Account Manager within the Taxi Alliance is to be the primary owner of the relationship of our most valuable customers; including our primary reseller; to work closely with those customers to retain & grow whilst increasing Taxi Alliance revenues through product & feature adoption.

The purpose of the Account Manager is to provide regular face to face contact together with ongoing engagement by phone, understand your customers’ business strategies & through an excellent knowledge of the iCabbi & Marketplace products, services & features available, will promote & upsell those to your customers to help them achieve their business goals.

You will need to understand your customers business performance relative to that of their peers via data focussed benchmarking exercises, manage your customers revenue, understand their trends & identify opportunities for growth.   You will keep customers fully updated on future roadmap developments & their benefits, therefore creating further opportunity to drive further revenues.

You will work closely with the Support Account Manager to ensure any outstanding issues are dealt with appropriately & within timescales and that updates are provided to the customer on an ongoing basis.

Where necessary you will engage with the Customer Success Managers to provide subject matter and technical expertise of the iCabbi systems in order to maintain & promote customer satisfaction & advocacy.

You will also collaborate with other team members including, but not limited to: Product, Finance & Implementation as & when required.

As the Account Manager you should be knowledgeable of the taxi industry including the requirements, restrictions, providers & competition.

Retention & Growth

• Own the relationship by being the customer’s primary point of contact for everything, be the liaison and enabler between the customer and all areas within the Taxi Alliance and iCabbi.
• Drive retention and growth among our customers by understanding their business needs, recommending products & services to help them succeed.
• Drive product & feature adoption to increase Taxi Alliance revenues.
• Collaborate closely with team members to support retention/renewals and expansion opportunities.
• Plan and execute a cadence of communicating & meeting Customers to review their business strategies, progress, adoption trends & sentiment.
• Identify and document key performance metrics for any given company, or a group of companies e.g. specific to one incumbent system & provide benchmarking of your customer base.
• Determine what processes, configuration etc. have led to performance levels (positive and/or negative).
• Communicate the iCabbi roadmap, identifying products & services to retain your customers & increase their lifetime value.

Relationship / Satisfaction

• Be a point of contact for customers issues & escalations internally and follow these through to resolution with relevant points of contact.
• The job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction & to co-ordinate resources across the organisation as needed to support Customer needs.
• Identify the need & engage with the Customer Success Managers to provide system expertise knowledge & support where necessary.

Advocacy

• Work with Marketing to develop a database of Customer best practices and Customer references/case studies.
• Identify and nurture opportunities for customers to act as iCabbi advocates (e.g. referrals, case studies etc.)

Customer Voice

• Represent the voice of the Customer within iCabbi to ensure their needs are heard, understood and addressed appropriately.
• Gather Customer feedback on product usage and communicate any unmet or future needs back to Product for consideration within future roadmap development.

What will we give to you?

• A happy working environment.
• Further education and training to enhance your skillset.
• We empower you to make your own career by working with some of our leading clients and forging new relationships with colleagues and customers.
• A team of highly experienced technology and development professionals to work with and support you.
• A leadership team who have a worthwhile mission and who excel at that mission.
• A chance to work with one of the market leaders in the Taxi Industry, currently disrupting a market and leading change within Mobility.
• A company that is going from strength to strength with significant growth plans that we are achieving.