Barcelona, Catalonia, Spain
Account Manager with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
• Manage end-to-end renewal process, engaging customers before contract expiration to drive retention. • Prepare renewal quotes and negotiate terms to secure agreements. • Build strong customer relationships to understand needs and provide tailored solutions. • Collaborate with sales and customer success teams to ensure seamless renewals. • Use data to track renewals, forecast risk, and report progress. • Contribute to developing renewal best practices and processes.
• Drive strategic renewals and retention initiatives for enterprise accounts in the Benelux region. • Lead complex negotiations for high-value contracts, ensuring customer satisfaction and long-term growth. • Provide advanced forecasting and data-driven insights to support business planning and decision-making. • Mentor team members, sharing best practices to elevate overall performance and consistency.
• Build and maintain strong, long-term customer relationships across the Benelux region. • Identify opportunities for upselling and cross-selling additional products or services. • Track and report on renewal metrics and performance. • Forecast and report on renewal revenues and trends for business planning. • Work to minimise churn and maximise customer retention rates. • Gather customer feedback to improve products and services.
• Acted as single point of contact for software support and subscription renewals, dealing with all related matters for assigned customers. • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status. • Managed revenue quota and participated in ongoing forecast reviews of assigned territory - UK and Ireland. • Spearheaded customer satisfaction survey and analyzed results to make action plans. • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty. • Improved customer service initiatives by streamlining sales and order management processes. • Negotiated renewals within established policies and procedures. • Assisted in tracking and reporting of customer renewal and retention data.
• Developed relationships and communicated with clients to explain proposals, present research findings or discuss project status. • Developed and implemented plans and protocols for ongoing research, special projects and testing protocols. • Planned or directed research, development or production activities. • Led a team of Associates and determining the best utilization of resources. • Provided appropriate training sessions for new colleagues. • Established performance and service goals and held associates accountable for individual performance. • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Engaged with customers to effectively build rapport and lasting relationships. • Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations. • Streamlined research processes to meet tight deadlines for multiple projects. • Performed research into study topics to increase knowledge and to provide valuable contributions. • Assisted with facilitating public information and analyzing information to ensure it was directed to the appropriate clients. • Served clients in making better business and investment decisions by connecting them with relevant experts. • Recruited experts and connected them with clients in the form of consultations, workshops and meetings.