This Client Relationship / Account Manager role at Adeva Partners is focused on operational client delivery, ensuring that our key clients receive unparalleled service and that their training programs are executed flawlessly. This role primarily involves managing client relationships, organizing virtual and classroom program delivery, attending meetings, following up on actions, and overseeing the overall client experience. Additionally, a key responsibility of this role is taking ownership of the CRM system ensuring it is effectively utilized to manage client accounts, track all interactions, log opportunities, and maintain accurate, up-to-date records.
Key Responsibilities
Client Relationship Management:
*Build and sustain strong relationships with assigned clients
*Serve as the primary point of contact for clients, managing relationships at all levels to ensure client satisfaction and retention
*Conduct regular check-ins with Adeva’s Business Development and Leadership teams to ensure that client needs are being met effectively
*Lead or participate in client meetings with Adeva’s leadership team and Subject Matter Experts (Adeva trainers) to help identify new opportunities and grow relationships. Ensure all meetings are followed up with detailed minutes and actionable points
*Client Account Planning: Develop, implement, and regularly monitor client account plans to ensure that projected training opportunities are effectively captured and converted into confirmed bookings
*Address challenges promptly and implement solutions to enhance service delivery and client satisfaction
*Organize and compile presentations for regular client reviews, ensuring all aspects of the client relationship and account status are addressed
Program Management:
*Oversee the planning and execution of training programs for clients assigned to your account, ensuring they meet client expectations and are delivered on time
*Collaborate with Program Managers/Administrators when additional logistics management is required, ensuring smooth delivery of training programs
*Manage the creation of Statements of Work (SOWs), monitor purchase orders, and generate invoices
*Support participants throughout their learning journey, including setting up participants on the LMS, responding to queries promptly, and ensuring participants receive all necessary communications and invitations for the training
*When required, provide technical assistance during virtual training sessions, including monitoring participation and facilitating interactive tools such as polls, breakout rooms, and whiteboards
*Monitor program performance, participant engagement, and feedback, making suggestions to enhance the client experience
*Support trainers with visa, travel, and accommodation arrangements when necessary
*Manage escalations or issues, working closely with internal teams to resolve them efficiently
Internal Responsibilities and Collaboration:
*Report to the Client Services Manager, collaborating closely to deliver high-quality programs consistently
*Take daily ownership of the CRM, ensuring data integrity, timely updates, and effective utilization to support client account management and internal reporting, while championing best practices across the team
*Provide leadership and mentoring support to Program Managers and Administrators
*Participate in internal meetings to represent client interests and contribute to continuous improvement initiatives within the team
Ad hoc projects: Support additional projects, such as client communications, marketing efforts, and data management tasks.
Location & Working Hours:
*This is a remote role with the flexibility to attend occasional face-to-face meetings with clients
*The role requires working across different time zones to accommodate global clients, which may involve early mornings or late evenings
About you
We are looking for someone who is dynamic, with the ability to adapt and respond effectively to client needs. The ideal candidate will understand how to approach and manage client relationships thoughtfully, providing the right balance of professionalism and strategic insight.
Skills and Experience: Essential (E) / Desired (D)
*5+ years of experience in a client-facing role, ideally in a senior capacity (E)
*Strong relationship management and communication skills (E)
*Proven ability to manage complex projects and meet tight deadlines (E)
*Strategic thinking with the ability to identify growth opportunities within accounts (E)
*Proven ability to leverage CRMs to manage client accounts effectively, ensuring all interactions, opportunities, and activities are accurately recorded and tracked (E)
*Ability to work independently and lead client engagements with minimal supervision (E)
*Proficiency in using Microsoft Office Suite, particularly Excel and PowerPoint (E)
*Experience in the Learning & Development (L&D) industry or with Learning Management Systems (LMS) (D)
*Experience with virtual platforms such as Zoom, Webex, and Teams (D)
About Adeva Partners
With over 25 years of experience in credit, risk, and corporate finance training, Adeva Partners has an outstanding track record built on our ability to understand our clients’ business aims and deliver value-enhancing learning solutions.
We have built lasting relationships with our high-profile global clients: we embed ourselves by developing a deep understanding of our clients and becoming the preferred provider when new opportunities and challenges arise. Our market, technical, and training expertise provides the foundation for collaborative solid networks within a client: learning and development, subject matter experts, business leaders, and participants.
Please note: The interview process for this role will start the week of 2 January 2025. Qualified candidates will be contacted as the process moves forward.