.Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with +20 years of experience in the use of Technology applied to Marketing and providing a unique Customer Relationship with mainly focus on Innovation is looking for a Client Lead to continue developing interactions with our customers throughout their Customer Journey Map, ensuring to increase their satisfaction and loyalty to the brand.
The Client Lead is responsible for managing client interactions throughout their Customer Journey Map, ensuring increased satisfaction and loyalty to the brand.
They possess knowledge and experience in the sales process, excelling in lead generation, relationship building, and deal closing.
They achieve company goals through effective planning, setting sales targets, performance data analysis, and projecting future performance.
They generate leads, build, and nurture client relationships.
Additionally, they collaborate with a group of PMs to ensure the evolution and success of the projects under their responsibility at the delivery level.
They support the roles involved in the various project stages to meet client and company expectations regarding quality and profitability, identifying potential gaps, anticipating issues related to the team, solution, or client, and proposing the best solutions.
For existing clients, the focus is on continuously offering new ways for the client to gain value from the product/service, leading consultancy sessions for future needs.
Lead the negotiation, preparation, and presentation of commercial offers for assigned accounts and manage communication with the client throughout the presales process, even when other teams are involved.
Share the client's sales strategy, objectives, and digital transformation roadmap with the PMs of their assigned accounts, paying special attention when multiple PMs are working on one account.
Collaborate with the PM/DM throughout the project, attending progress demos, management committees, and resolving client-related issues.
Manage and negotiate scope expansions related to initial contracts.
Monitor the progress of projects within assigned accounts, paying special attention to potential budget and timeline deviations.
Identify possible Up & Cross-Selling opportunities for the account.
Along with the PMs, they work post-project to identify successful and unsuccessful project elements.
Lead the end-of-project retrospective with the client, reviewing the overall experience, evaluating goal achievement, and exploring potential future developments.
Write success stories and send satisfaction surveys to the client.
The Client Lead is familiar with all operational team members: their experience, skills, and professional motivation.
Collaborate with PMs on team allocation for new or ongoing projects, taking into account both project profitability objectives and the best fit for the professional development of the individuals