Client Liaison Team Lead, Account Management Milano

Client Liaison Team Lead, Account Management
Milano
Lombardia, Milano

About the role**:

Providing exceptional customer experience is at the heart of all we do at Artlogic.

As we continue to grow, we need to be certain that we are providing our clients the appropriate service and support they desire and require to run their own businesses successfully.

We recently launched an Account Management department dedicated to managing existing client relationships.

The goal of this department is to ensure strong and enduring relationships with our clients.

It will also help to ensure that Artlogic can maximise its revenue potential by identifying expansion opportunities and increasing lifetime value of customers.

We are in the early stages of growing this department, making it an exciting opportunity for a self-starter with a passion for providing excellent experience to clients.

Initially you will be the first employee in this role.

You will focus on onboarding new accounts, providing exceptional service to existing clients and building out resources and processes for when the department scales.

On that note, we hope to grow the department in the coming months.

When this happens you will be responsible for your own clients, while also building a team and overseeing the wider success of the department.

In due course, this role could extend to developing other forms of VIP client engagement, such as potentially developing a Client Advisory Board or client focus groups.

**About you**:

- Exceptional leader with a mindset geared towards revenue-generation while also possessing a highly-developed sense of empathy.

You will need to have the confidence to manage our most prestigious clients, balancing the needs of the company against their business needs.

- A creative problem solver with a keen eye for details and an analytical and process-driven approach to problem solving.

- Diligent self-starter with an entrepreneurial character who is able to demonstrate strong initiative.

Focused on strategic thinking and relationship building.

- Good analytical ability and a natural desire to improve your methodologies and processes.

- Strong desire to learn and to accept input from your fellow team members.

Must also know when to ask for help or guidance.

- High integrity and trustworthiness, with a faultless attitude towards security and the protection of data.

- Good industry knowledge of key artists, art galleries, sales platforms, art fairs, and our competitors.

Experience working in the art business is certainly helpful but not essential.

- Well-spoken, enthusiastic, and persuasive personality.

A client-centric approach, able to communicate with all levels of stakeholders.

- Passion for technology advancements and a high degree of computer literacy, familiarity with Mac OSX and iOS, and detailed knowledge of Microsoft Word, Excel.

**Key responsibilities**:

Responsibilities include but are not limited to

- Working with the Head of Client Liaison to execute on and develop the strategic roll out of account management as a product.

- Ongoing management of assigned accounts in line with contracted services.

This could, in due course, include being a dedicated point of escalation from out-of-hours teams in emergency cases.

- Working with the Sales and Expansion teams to develop leads and increase product adoption for clients with account managers, both strategically and on an individual client basis.

Initially you will also help to identify, approach and onboard potential new customers.

- Working across go-to-market teams (Sales, Expansion, Client Liaison, Marketing and Partnerships) to ensure a holistic approach to account management that is efficient with company resources.

- Working with other team leads to improve customer journeys, with a particular focus on handover from onboarding teams to account managers.

- Assisting with revenue initiatives as needed (such as renewals and repricing).

- Working with management to create internal and external resources required by the Account Management team.

In due course:

- Training and managing additional account managers, ensuring a high standard of support and communication is maintained by all account managers

Key Performance Indicators

- Delivering the highest standard of customer service yourself while also fostering a team culture for exceptional client relations.

- Achieving targets set for onboarding clients onto the account management programme.

- Ability to handle escalated tickets, finding solutions that are appropriate for the needs of the company and the client.

- Fostering an environment to maintain and exceed agreed SLA and CSAT scores across the team (once implemented).

As a team we will have a client retention target of 91%.

- Demonstrable net growth in ARR from clients managed as a result of account expansion.

Churn and contraction should also be kept to a minimum.

- Feedback from your colleagues and clients.

- Identification of opportunities to make the team more efficient while upholding a high level of customer service.

- Implem