Customer Relationship Director

Position Overview

The Customer Relationship Director is responsible primarily for managing and developing new and existing strategic accounts. This position will proactively manage customers in large and complex organizations to maximize satisfaction and retention. The Customer Relationship Director is also responsible for securing new or repeat business by organically growing revenue within assigned account portfolio across the full range of products and services the company can deliver. This position is expected to take clients through the entire sales process, from outreach to close while expanding Encore's end to end service offerings within their assigned account portfolio. The position will be focused on one or more specific sectors or regions.

Key Job Responsibilities

Sales Management & Account Ownership

• Responsible for strategic value selling into multiple industries. Selling is often pre-RFP, sharing the vision and business value of what an Encore partnership could bring to an event, regionally, nationally, and globally.

• Create and implement a contact strategy to strengthen relationships within assigned accounts.

• Implement consultative approach to better understand client's business and ultimately grow their business with Encore.

• Attend initial kick-off calls to ensure what was agreed upon from complex end to end production sale is delivered from the beginning.

• Partner closely with the project delivery team to ensure that clients are pleased with the product and service they receive while identifying areas for continued development improvement.

• Attend larger, more complex events with the client, to ensure client satisfaction.

• Schedule and execute event debrief calls with Production team.

• Review event data and metrics to build a strong rapport with Encore in the future and demonstrate ROI to clients.

• Proactively contract repeat events and work to break RFP cycle on large productions or event series within existing account portfolio.

• Map key client stakeholders with Encore leadership to aide our goal of deepening B2B relationship within assigned account.

• Build and execute upon strategic account plans.

• Hold business reviews with clients at least twice per year.

Inbound Sales & Qualifying New Accounts

• Partner with sales leadership on strategically mapping out the assigned sector / sub sector.

• Build strategies and customer pursuit plans that include contact with accounts to conduct an end-to-end event solutions assessment.

• Respond to assigned inbound inquiries with speed, positivity and precision.

• Schedule online and in-person demonstrations of Encore's products and services to Senior or Director level clients.

• Seamlessly turn the business needs of our clients into alignment with the benefits of our products.

• Proudly demonstrate Encore's audience engagement impact and demonstrable ROI to position Encore as the partner of choice.

• Manage large or complex proposals, presentations, and RFP responses through our sales process, from lead to WIN.

• Achieve or surpass quarterly and annual revenue targets including account growth and increased conversion rate.

• Take leadership role within industry segment events or associations, through speaking, networking, or attending events to position Encore as a thought leader and partner of choice.

Internal Communications

• Communicate with leadership regularly to report on sales activity and progress against targets set.

• Bring market insights to the business to inform and influence our development roadmap.

• Keep CRM and systems up to date and enriched with key business intelligence at all times.

• Collaborate with Marketing to create relevant account-based campaigns.

• Maintain sales pipeline and consistently review the health of large and complex opportunity to accurately influence revenue projections at all times.

Job Qualifications

• Bachelor's degree or equivalent

• 6+ years proven success in a sales-focused account management environment

• Background in the meetings and live events industry (virtual and hybrid events a bonus)

• Experience and comfort delivering in person and virtual presentation to Executive level clients

• Must take real pride in providing unrivaled care and attention to clients and prospects

• Must have a strategic mindset

• Strong executive presence

• Demonstrated experience of selling over the phone and face-to-face

• Strong commercial and financial acumen with experience negotiating large and complex deals

• Natural communicator and networker with an appetite for relationship building

• Experienced in the disciplined use of customer relationship management (CRM) software

• Articulate, with a confident telephone manner, as well as a focused listener

• Exceptional customer service standards

• Must be a self-starter and self-motivated, but with the ability and willingness to take direction and work in close collaboration with colleagues

• Ability to travel regularly based on account development need or strategy

Competency Group

• Deliver World Class Service

• Hospitality

• Ownership

• Do The Right Thing

• Demonstrates Self-Awareness

• Drive Results

• Ensures Accountability

• See The Big Picture

• Decision Quality

• Manages Complexity

• Value People

• Collaborates

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).

Work Environment

Office

Work is performed primarily in an office environment. Working times may include irregular hours and on-call status including days, evenings, weekends and holidays. Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

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