Main Responsibilities and Required Skills for Client Executive
A Client Executive is a professional who is responsible for managing and maintaining relationships with clients of a company. They meet with clients, identify their needs and requirements, review results, and ensure client satisfaction and retention. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Client Executives.
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Main Responsibilities of Client Executive
The following list describes the typical responsibilities of a Client Executive:
Achieve
Achieve and optimally exceed quarterly / annual quota objectives in a set of named accounts.
Achieve personal client retention and revenue growth goals.
Adhere to
Adhere to all compliance policies, business practices and training requirements.
Administer
Administer mid-term changes to risk.
Adopt
Adopt account portfolio sales strategy leveraging channel partners.
Advocate
Advocate on behalf of clients to ensure client satisfaction and retention.
Align
Align Internal project resources to build a proof of concept.
Align the delivery of service to clients with the appropriate Service delivery.
Analyze
Analyze and interpret discrimination testing rules and results.
Analyze available data and makes decisions which are best for VMware, partners and customers.
Analyze quotes and work with insurers to negotiate cover and premiums.
Answer
Answer, document and monitor call center calls, emails and transactions.
Apply
Apply creativity and judgment in developing new approaches and solutions.
Apply expert understanding of sales processes, including the IBM Client Value Method.
Assess
Assess, document, communicate and manage overall engagement-level risks.
Assist in
Assist in achieving budgeted targets and expected team goals.
Assist Sales and Finance teams with customer and account research & customer audits for renewal.
Assist the sales team and client executives in growing the book of business.
Assist with billing when and where necessary.
Attend
Attend events and briefings on behalf of clients and senior staff as needed.
Build
Build and maintain long-term client relationships and revenue.
Build and manage client relationships with new and existing clients.
Build a reputation of innovation, success and customer intimacy for Cisco.
Build strong relationships with Product line Distribution personnel and promote AIG Multinational.
Collaborate with
Collaborate with the internal marketing team to identify and develop lead generation campaigns.
Collect
Collect information from prospective accounts to support collective intelligence.
Communicate
Communicate client needs and binding instructions to Client Representatives.
Conduct
Conduct and refine data analyses to support proposal creation and account-facing presentations.
Conduct comprehensive results analysis including wins-losses and executes appropriate action plans.
Conduct stewardship meetings with client participation.
Confirm
Confirm all discussions and instructions in writing with clients.
Consult
Consult on solutions to failed testing.
Consult with clients and brokers on qualified plan design issues.
Consult with clients on plan termination issues.
Coordinate
Coordinate RFP deliverables for contract retention based services.
Create
Create and present sales materials, research, proposals and reports.
Create and presents renewal proposals to existing clients.
Create sales forecasts and reports on product and pricing trends.
Create slide decks and write monthly reports detailing the status of clients' legislative priorities.
Create Territory Level and Client level account plans.
Define
Define marketing strategy (specific to placement).
Define requirements for the global virtual team to bets support client.
Deliver
Deliver accurate business metrics.
Deliver annual cross selling / new business production budget (in line with set objectives).
Develop
Develop accounts by checking customer's buying history.
Develop and communicate a joint State Street / client strategic agenda.
Develop and deliver client proposals and presentations.
Develop and maintain a pipeline of new opportunities while closing existing opportunities.
Develop an industry focus (major / minor) supporting the growth areas of the office.
Develop best in class product wordings.
Develop custom solutions and presentations for both renewal and new accounts.
Develop, manage and implement sales strategies.
Develop strategies to align client goals with the company goals.
Develop strong relationships with professional counterparts at client organizations.
Develop the sales function expertise through on-going personal training and education.
Direct
Direct contract renewal activities for assigned accounts.
Drive
Drive and lead large opportunities to completion and manage partners to help deliver opportunities.
Drive business development and sales results in assigned region.
Drive cross sell opportunities to enhance individual client and enterprise profitability.
Drive education of the customer and other members of sales staff.
Drive participation in bi-annual customer satisfaction survey (NPS).
Drive toward building identified Client Development competencies for self.
Drive the full sales cycle to (hunt, win, and grow) new business logos.
Drive the sales cycle from start to close.
Engage
Engage and influence decision makers within your client organization.
Ensure
Ensure compliance to Legislative and Marsh minimum standards.
Ensure compliance with acts / regulations relating to insurance.
Ensure pipeline is kept up to date and cases retargeted where required.
Ensure retention of existing business within assigned portfolio.
Ensure time frames and deliverables are met in the sales process.
Ensure timeous response to emails or if need be escalate to administration team.
Establish
Establish a firm understanding of healthcare industry trends.
Establish yourself as the day-to-day lead for your clients' business.
Evolve
Evolve customer and partner strategy to accelerate growth.
Expand
Expand product offering or population covered to meet yearly sales quota.
Facilitate
Facilitate discussions to evaluate client satisfaction and performance against key metrics.
Handle
Handle forecast accuracy on a monthly / quarterly / annual basis.
Help
Help respond to basic customer inquiries regarding the products and services the Company offers.
Host
Host client and insurer meetings in conjunction with specialist broker and client handling teams.
Identify
Identify and research potential clients and individuals to be prospected.
Identify opportunities for revenue growth and business development.
Identify, target and close leads in the market.
Identify the client's risk financing and insurance needs and objectives.
Influence
Influence others within and outside of the job function regarding approach and procedures.
Insurer
Insurer benchmarking and comparisons when needed.
Interact with
Interact regularly with clients and underwriters.
Interpret
Interpret discrimination testing rules and results.
Keep
Keep the clients appraised of any relevant issues and developments.
Lead
Lead account planning efforts and develop strategic account plans.
Lead and own entire Sale Cycle from Lead to Close while managing all aspects of closing deals.
Lead by example and demonstrates the highest level of teamwork and professional qualities.
Lead cross functional teams shaped around our customer needs and opportunities.
Lead forecast accuracy on a monthly / quarterly / annual basis.
Lead negotiations including contract terms, pricing, and service level commitments.
Lead negotiations, particularly regarding terms, prices and service quality objectives.
Lead or co-leads communication between the client and the service team members.
Lead steady cadence of monthly and quarterly business reviews with customers.
Lead the creation of Customer offer process (internal business case) and manages approval steps.
Liaise with
Liaise with Product underwriters on policy wordings and reinsurance wordings.
Liaise and work on insurance due diligence projects.
Maintain
Maintain accurate client records, pipeline data, and forecast within CRM.
Maintain a complex Account Plan across multiple DOD / Intel Agencies.
Maintain a deep knowledge of client industry, product, and role in the market.
Maintain and expand a book of business consisting of small to medium sized accounts.
Maintain and grow revenue from existing strategic customers.
Maintain and improves quality results by following standards.
Maintain and increase revenue from existing client portfolio.
Maintain satisfied clients through consistent client support.
Maintain SME level industry and product knowledge.
Maintain strong relationships with senior level professional counterparts in client organizations.
Manage
Manage accounts, meet with clients, review results, ensure client satisfaction.
Manage and maintain an account prospect list via salesforce.com.
Manage a portfolio of large, complex and / or multinational clients.
Manage a portfolio of predominantly large, complex and / or multinational clients.
Manage client expectations.
Manage client monthly presentations, board presentations, DDQ and other questionnaires.
Manage internal and external stakeholders to maximize both retention and growth.
Manage resources through to resolution.
Manage Risk Intelligently.
Manage special projects as assigned.
Manage the client relationship from ideation to implementation.
Manage the total customer relationship.
Manage timely billing / collection for each client.
Meet
Meet with prospective and existing clients and develops a positive business relationship.
Mentor
Mentor and coach junior colleagues.
Model
Model organizational and industry standards in achievement of sales goals.
Monitor
Monitor the revenue, profitability, and timely billing and collection for assigned accounts.
Navigate
Navigate and manage sales cycles that average 6 - 24 months.
Negotiate
Negotiate and close multi million dollar managed services deals.
Nourish
Nourish and grow professional network within client organizations.
Orchestrate
Orchestrate an effective sales campaign with the client stakeholders.
Oversee
Oversee current client operations through reporting metrics.
Own
Own day-to-day client-facing reports, in-campaign optimisation and Post- Campaign Analysis.
Participate in
Participate in professional development activities / courses.
Participate in various different surety product innovation, marketing and overall strategy.
Partner with
Partner with client and account teams to represent product / solution in potential engagements.
Plan
Plan and facilitate and / or conduct complex negotiations for assigned accounts.
Prepare
Prepare and conduct formal group presentations at senior management levels.
Prepare clients to testify before Congressional Committees.
Prepare weekly forecasts of renewal bookings and renewal rates within a tight band of accuracy.
Present
Present complex technical solutions in a sales environment.
Produce
Produce and analyze customized ad hoc reporting.
Produce and / or request Insurer documentation as per legislative and regulatory requirements.
Prospect
Prospect by phone, social media, and email to build and maintain a strong pipeline.
Protect
Protect and grow the company's revenue stream with assigned clients.
Provide
Provide accurate monthly forecast with opportunities on short, medium, and long-term sales.
Provide Appropriate Network Analysis on New Business Prospects and Renewals.
Provide assistance with coverage questions and program adjustments.
Provide leadership for profitable growth in their account (s).
Provide mentorship to local Account Teams on advanced client development and service techniques.
Provide payroll / HR contact training as and when required.
Provide prompt and accurate risk and technical advice & support to clients and internal colleagues.
Provide reporting on the success of strategies and programs.
Provide risk and insurance advisory services to clients in various industries.
Provide routine account service.
Provide seamless client experience.
Provide support during open enrollments.
Provide support in our systems for clients, colleagues, and insurance.
Provide support to senior staff on client projects and administrative tasks.
Provide technical wording advice to client / network.
Pursue
Pursue and support a culture and capability of excellence.
Report
Report At-Risk and Lost accounts and executes Zone client retention strategies.
Request
Request and review underwriting information.
Review
Review daily operational expectations and work with DevOps team to remediate any anomalies.
Schedule
Schedule, organize, and coordinate logistics of advocacy fly-ins.
Schedule workshops and facilitate fulfillment of enrollment materials.
Secure
Secure the insurance operations of the Group's subsidiaries.
Solve
Solve problems regarding client account issues.
Support
Support change management with the commitment to grow and develop client engagement function.
Support director level in accurately forecasting media billings by channel.
Support in drafting Legal documentation.
Support planning and delivery across both brand & performance campaigns competently.
Support the CE in retaining and growing assigned accounts.
Support the Client Executive Team on a daily basis with ad hoc support.
Support the Salesforce system from a data and data perspective.
Support the team, help junior colleagues gain skills and aid their progression.
Take
Take a leadership role in cross business unit interaction to present the company solutions to the client.
Take complete ownership for all interactions and any issues a client.
Track
Track and monitor legislative and regulatory developments.
Track non-renewal, pending, and lost renewals including reasons for cancellation.
Understand
Understand and advises the client in regards their requirements of a globally compliant program.
Understand and complies with Marsh Compliance and Transparency Standards.
Understand business drivers within the industry and emerging marketplace trends.
Understand customer processes and decision drivers as well as their current and future needs.
Understand the Cloud Service Provider landscape, key priorities, and market trends.
Understand the "WHY” for all potential customers and areas of opportunities.
Understand when to escalate to the Client Manager.
Undertake
Undertake Continuing Professional Development and comply with the Training and Competence procedures.
Utilize
Utilize the SET / MET process and is proactive in improving customer satisfaction.
Utilize the network of Marsh resources to develop and implement effective risk solutions.
Work with
Work closely with service support and technical account management.
Work closely with the customer, partners and internal organizations.
Work towards individual KPI's as set by Line Manager.
Work with CE on the development and finalization of CSAs.
Work with Legal teams to negotiate and navigate the contracting process.
Work with the senior leadership team to represent and advocate for their client.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Client Executive:
Selling Complex Solutions
Building Demand
Account Management
Network
Customer Success
Infrastructure Solution Sales
Negotiating Large Deals
Translate Technical Capabilities Into Business Outcomes
Email
Leading a Matrixed Sales
Commercial Insurance
Selling Solutions
Business Acumen
Revenue Cycle
Most In-demand Soft Skills
The following list describes the most required soft skills of a Client Executive:
Written and oral communication skills
Interpersonal skills
Organizational capacity
Problem-solving attitude
Leadership
Dynamic presenter
Multi-task
Analytical ability
Commitment
Results-oriented
Communicate the business value
Consistently meeting deadlines
Prioritizing work
Attention to detail
Time-management
