Account Manager

The Account Manager is responsible for maintaining and strengthen the client relationship, ensuring Trident are meeting the agreed expectations and delivering excellent customer service. Through the strengthening of the relationship the Account Manager will explore further areas of organic growth whilst driving process improvements and client deliverables to increase internal efficiencies.

Roles & Responsibilities

• Manage the client relationship by demonstrating an understanding of their business,priorities and dynamics.
• Manage the day-to-day contact for the respective clients, managing their expectation,ensuring they are informed at all times during the project life cycle.
• Consider and facilitate the most appropriate communication channels; face to face,conference call, phone, email etc. to strengthen and maintain the client relationship.
• Lead client business review meetings and preparing KPI information
• Manage the clients commercial expectations: KPI, service, delivery and quality.
• Take full control of all respective client projects; including negotiation of schedules and key account initiatives, ensuring delivery on time and brief with CSR’s.
• Manage change and keep a clear perspective of end goals – managing customers’ expectations and coordinating appropriately.
• With the Commercial Manager set key targets for service, delivery and continuous improvement, with regular measurement, analysis and reporting of performance against set targets.
• Drive and support the clients improve their deliverables; fully understand the client brief, interrogate requests and suggest alternatives where necessary to help the client achieve their aims whilst ensuring Trident deliverables are accurate.
• Working with the client obtain accurate work load forecasting.
• Generate capacity assessments to support with account specific and operational short and long-term resource management and recruitment decisions.
• Own the client financials including but not limited to; WIP, invoicing, chasing POs, reviewing aged debt. Support the CSR team to ensure the relevant cost are captured, including costs against an agreed Rate Card and any additional commercial activity.
• Maintain the accounts profitability and contribution level by managing resource levels.
• Maintain a full understanding of Tridents immediate and extended business offering/proposition in order to identify opportunities to upsell additional products or services.
• Support the Commercial Managers develop strategic growth plans; identifying key initiatives that will deliver necessary growth and optimise profitability through identifying opportunities to expand our services or geographical offering with the respective clients.
• Identify unique and successful projects to develop into case studies for the Business Development Team
• Support the Operations Management team through the Investigation of process improvements, making recommendations for process improvements

We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.