Client Success / Key Account Manager

Client Success / Key Account Manager

Annual Salary: £28,000 pa + Benefits 

Hours: Monday – Friday 9.00am – 5.00pm (part-time considered) office based.   

Howarths is an award-winning 2nd generation family run business with an exciting opportunity for a dynamic and results driven key account manager, to join our Client Success Team.

We are a team of specialist Employment Law, HR and Health and Safety advisors that work with over 600 client companies throughout England, on a fixed fee annual contract basis. We love what we do and we genuinely want to add value to our SME client base.

The ideal candidate will focus on ensuring we deliver an exceptional client experience, maximising retention, and driving revenue growth through upselling, cross-selling and client referrals. The Client Success Team, is critical to our business growth strategy.

We are an ambitious company with a brilliant track record of year-on-year growth, profitability and development. We place significance on values such as graft, together, heart and grit. These core principles run right through our business and as a result, in all our dealings with clients. Our vision is to grow year on year, however we want to do this in the right way, maintaining our values and adding stability to the business. Building a great reputation is paramount and something that has been key to our business strategy from day one. We have been in business 21 years and our success is built on hard work, collaboration, and a passion for excellence.

As an employer we value the benefits of a good work life balance and promote a positive working environment. We genuinely care about each member of our team and their contribution to the business and our clients.

Equally, we have made a commitment to our community and set-up our own charity The Howarth Foundation, supporting people who have been homeless or are at the risk of becoming homeless in Leeds and Kirklees, to take the next step back into employment. Up to 10% of our profits are donated to the charity each year.

THE ROLE

• Build and maintain strong, long-lasting client relationships through regular communication and a deep understanding of their business goals.
• Serve as the primary contact for key accounts, addressing enquiries, concerns, and proactively finding solutions.
• Responsible for on-boarding client accounts and managing the renewal process.
• Ensure an exceptional client experience to maintain an attrition rate of less than 10%.
• Collaborate with internal teams to deliver tailored solutions that meet client needs and exceed expectations.
• Analyse account data to anticipate client churn risks and develop strategies to ensure high retention rates.
• Address and resolve client issues promptly and effectively to maintain trust and loyalty.
• Identify opportunities to upsell products or services based on client needs and market trends and contribute to the monthly revenue target.
• In collaboration with Head of Client Success, draft proposals and close upselling opportunities.
• Liaise with wider teams (Employment Law, HR Growth, Health & Safety, Marketing etc marketing, product, support, etc.) to ensure seamless service delivery.
• Act as the voice of the client internally to influence product or service enhancements.
• Provide assistance and support with the smooth running of the office and wider administrative team.
• Support with creating a positive supporting and family culture within the Howarths team.

Key Performance Indicators (KPIs)

• Client retention rate (%).
• Annual revenue growth from existing clients.
• Client satisfaction scores

THE CANDIDATE

The successful candidate for the position of Client Success will possess the following qualifications, experience and qualities:

Qualification and Experience:

• Proven track record of achieving retention and upselling targets.
• Customer focussed mindset with problem solving attitude.
• Exceptional communication and interpersonal skills for building trust and rapport with clients.
• A results-driven approach with a focus on increasing revenue through upselling and cross-selling.

Personal qualities:

• Graft: Ownership, flexibility, dedicated and pragmatic.
• Together: Communication, respect, collaboration and compassion.
• Heart: Understanding, empathy, joy, and integrity.
• Grit: Resilience, courage, enthusiasm and proactive.

PAY & BENEFITS

• Annual Salary:  £28,000
• Hours    Monday – Friday 9.00am – 5.00pm (part-time considered) office based.     
• Holidays:  25 days + bank hols (Additional Holidays for length of service).
• Pension Scheme:   Salary sacrifice pension scheme 5% employee and 5%   employer contribution
• Death in Service:  3x annual salary
• EAP :  Help@Hand

HOW TO APPLY

If you’re ready to lead a client success team that turns exceptional service into long-term partnerships, we’d love to hear from you!. Please submit your updated CV.

INDHS