Your Departments & Teams

Client Management

• The Client Leads run the client management department day-to-day. You work alongside them to bring structure, goals and standards to the department.
• Escalation priority for all high-level client management issues.
• You set KPIs, run the weekly rhythm, hold the team accountable.
• Own the department-level Net Retention Rate (NRR): you are accountable for whether the department is growing, retaining or leaking revenue.
• Lead all new deal negotiations, contract renewals, pricing adjustments and expansion conversations. Client Leads provide account context and assist but commercial decisions rest with you.
• Final say on all commercial concessions, trial extensions, pricing holds and scope concessions. Client Leads recommend - you decide.
• Decide where the Floating Client Manager is deployed, jointly with the relevant Client Lead. When both ...