Client Manager

The Client Manager is responsible for managing all assigned client relationship activities. This role has accountability to the Senior Director Client Management and maintains close working relationships with both customers and Onyx stakeholders. The Client Manager is expected to understand the techniques required to develop, maintain, manage and grow business relationships with clients and partner organization. This includes managing clients'/partners' expectations, establishing and maintaining relationships at all levels of the organization, and increasing partner loyalty throughout the course of an engagement and after. It includes using the available channels to obtain information on the clients' ongoing and future strategic business needs with a view to increase profitable business and commercialization opportunities for Onyx with a win-win mindset. Applies sound time management and organizational skills to produce the agreed upon deliverables on time and according to specification.

Primary Responsibilities:

1. Build a strong knowledge of our products and services and how clients can utilize these to meet their business goals
2. Develop strong knowledge of the portfolio of products, value to clients, and contractual constructs while providing oversight ensuring operational excellence and a high level of service quality
3. Proactive and systematic monitoring, analysis and follow-up of (a) client data, (b) performance and (c) program compliance for defined client portfolio

1. Communicate effectively and regularly with the client ensuring regular feedback loops are in place
2. Implement and manage an annual business plan for each account with oversight from Director.
3. Establish and maintain client's expectations, establishing and maintaining relationships at all levels of the organization, and increasing partner loyalty throughout the course of an engagement and after.

1. Monitor trends for prevailing clients on a weekly, monthly and yearly basis, raise potential issues and recommend viable solutions and actions both internally and with clients
2. Contribute to creating improved processes and quality control for the client portfolio

1. Carry out regular meaningful business reviews with clients on annual, biannual, quarterly basis according to client need and contractual obligation.
2. Be extremely knowledgeable about client's contract, pricing, agreement terms, and services in place
3. Work effectively with internal teams to ensure client satisfaction and issue resolution as necessary
4. Introduce new services and products to the clients, engaging with internal stakeholders where necessary
5. Keep CRM tools regularly updated. Introduce new services and products to the clients, engaging with internal stakeholders where necessary.

1. Maintains a strong internal reputation

Minimum Qualifications:

• 5+ years of experience in a customer focused environment in a similar/like role
• Previous experience in M&E, MICE, and or Group travel a plus. Background in venue sourcing and or Agency/Hotel group operations (back office/finance), or M&E in general will be valuable as we ramp the implementation and adoption of Onyx products and value proposition supporting reconciliation, funding and payment in the M&E space for both Hotel & Agency clients
• M&E SME a benefit for the role and to serve as a resource within the Client Management team
• Experience in managing multiple projects
• Effective presentation skills and communication skills
• Excellent customer service skills
• College degree is preferred (per the Job Success profile) College degree required
• Intermediate Microsoft Office Suite tools
• Fluent in English

Desired Qualifications:

• Skills including efficiency, analytical and ability to understand processes and systems used in the Client management team
• Better than average written and spoken communication skills
• Outstanding interpersonal relationship building and employee coaching and development skills
• Excellent computer skills in a Microsoft Windows environment
• Excellent organizational management skills

Competencies:

• Builds relationships
• Manages change and ambiguity
• Coaches and collaborates with others with teamwork orientation
• Thinks strategically
• Drives value
• Results-Oriented
• Problem Solving/Analysis
• Customer/Client Focus
• Decision Making
• Project Management
• Pro-active attitude
• Work effectively in a remote office environment, when necessary