Senior Client Relationship Manager

7 hours ago


Stockholm, Stockholm, Sweden XBP Europe Full time

About XBP Europe

We are an innovative and forward-thinking provider of bills and payment process solutions with a strong presence in the EMEA region.

Our offerings enable seamless workflows and frictionless transactions by combining physical documents, digital data, and instant messaging.

We help organisations work smarter by gathering, processing, and refining valuable data for use in decision-making.

Beneath our innovative approach lies decades of industry-relevant experience and proprietary technology and services.

As part of our journey to become a leading digital transformation partner, we serve a growing client list throughout Europe.

Job Description:Promote CRM Team Activity
  • Manage CRM and Service Management Teams in delivering exceptional client relationships on all issues, MI & SLA reporting, invoicing, resolution of issues and incidents, new services etc.
Account Planning and Governance
  • Ensure that account planning and strategic approach is taken appropriately to the client in collaboration with Sales and Solutions as required.
  • Ensure that account contractual governance is delivered to clients at the appropriate level.
Develop Client knowledge/understanding
  • Identify and update Client organisation (charts, decision levels and process).
  • Understand the services/solutions provided to the customer.
  • Understand and know contracts (incl. MSA) (documents library maintenance and update), validate if requested (incl. SLA commitment and billing item).
  • Rename expiring contracts.
Profitability Review
  • Work with Finance / PLM and Deal Bid Review to analyze profitability of new ACV, existing contracts and renewals in line with business direction.
  • Escalate to management when decrease of revenue/profitability or in case of low or negative profitability.
  • Support escalations from finance to follow-up payments and collect debt aged invoices.
Customer Satisfaction
  • Maintain high levels of customer satisfaction - Communicate any client risks to the wider group. Ensure that service performance challenges are proactively progressed and escalated within the organization.
  • Promote positive XBP new brand initiatives.
  • Promote positive customer perception.
  • Provide statistics and reports to client.
  • Prepare and attend client steering committees.
  • Prepare and participate to external audits (client's audits).
  • Be the main client contact when necessary (except production level issues, monitored by delivery manager or team leaders): information, tech or delivery issues, SLA breach & penalties, claims.
Base Refresh Growth - Exela solutions and services promotion
  • Promote services and solutions to customers.
  • Sell add-ons and/or new services.
  • Escalate sales opportunities to Sales team (if exceeding CRM scope).
  • Analyse and validate customer needs, business watch/intelligence.
  • Be responsible of a customer portfolio and the related revenue: grow this revenue accordingly to personal objectives (Quota).


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