Client Relationship Director

Role

• Maintain and expand assigned client portfolio revenues in size and quality (profit and loyalty).
• Build networks in client organisations in order to safeguard existing and spot new opportunities.
• Ensure that clients’ requirements with regards to content, quality and time of delivery, legal and regulatory requirements, as well as internal compliance rules, are met in all dealings with clients.
• Represent and promote IQ EQ as “one company” to the clients.
• Highly entrepreneurial yet diligent within IQ EQ’s the risk and compliance frameworks.

Responsibilities

• Understand clients’ needs, in such a way that IQ EQ can align its service offering.
• Translate client requirements into IQ EQ’s organisation in such a way that On Time and In Full delivery (OTIF - In Full is defined as: the bill is paid in full), as well as targeted lock up days are ensured.
• Ensure that all IQ EQ’s internal processes are executed to ensure promises and commitments to clients are met. Escalate when required.
• Represents IQ EQ externally and expand brand awareness with existing relationships.
• Maintain close partnerships with Business Developers and serve as the ‘go-to’ person for the business developers to ensure the successful conversion of prospects.
• Collaborate closely with operational teams (e.g. Fund Accounting, Corporate Secretary, etc) and their Client Services designates to ensure excellent service delivery to clients.
• Acts as first point of contact for the client for complex issues or complaints.
• Provide high quality and billable advice to clients (hourly billing only). This does not include regular client work, this includes but not limited to appropriate entries into Sales systems designated by IQ EQ Group
• Lead, or participate in, multi department, multi jurisdiction and multi-functional account teams to win/expand large account business.
• Prepare client offers and proposals.
• Manage the financial and contractual relationship with the client. Primary responsible for cash collection. Reviews/renegotiates agreements if and when needed.
• Analysis of client / account performance to improve the relationship and profitability. (DSO, account profitability, scope, revenue trends, competitive analysis, perceived quality and account mapping.)
• Verify invoices to clients before they are submitted.
• Signals (potential) risk issues and musters the appropriate company resources to mitigate such risks or to escalate in the event such mitigation efforts are ineffective or in the event the risk is too high and requires executive involvement or warning.