Role Summary
The Associate Client Executive is responsible for managing and driving incremental upsell opportunities both within and outside the renewal period along with Cross sell opportunities for larger more complex products. This role focuses on relationship building, retention of business and renewals. The Associate Client Executive engages customers through virtual channels, handles escalations and maintains a solid understanding of products and markets within their assigned subsegment.
About The Role
- Own upsell opportunities, Validate customer needs, shape appropriate product solutions, and drive opportunities through to close.
- Identify opportunities to pass more complex cross-sell opportunities for Main Product or complex Sub Modules to Sales Executives.
- Own and close renewal opportunities for an assigned geography and/or assigned leads, ensuring on-time renewal and strong customer retention.
- Support the development and execution of territory growth strategies in collaboration with Sales Executives and other stakeholders.
- Maintain core knowledge of the product portfolio within the assigned subsegment and engage Sales Specialists when deeper product or technical expertise is required.
- Understand the primary customer archetypes, business drivers, and needs within the subsegment and territory to tailor conversations and proposals.
- Serve as the primary point of contact for escalations related to renewals and retention.
- Focus on achieving renewal and retention targets by proactively engaging existing customers during the renewal window and, where applicable, outside of it.
- Leverage automated, insight-driven Salesforce workflows and other sales tools to manage the pipeline, prioritise activities, and progress deals efficiently.
- Nurture opportunities and convert more renewals into successful closed deals.
- Maintain accurate and timely records of customer interactions, forecasts, and opportunity status in CRM systems.
Key Performance Indicators (KPIs)
- Meetings Booked
- Call KPI’s
- Retention and churn metrics within assigned portfolio
- Volume and value of incremental (upsell) sales within existing accounts
- Volume and value of incremental Cross sales within existing accounts
- Pipeline coverage, forecast accuracy, and activity metrics (e.g., calls, meetings, proposals sent)
About You
- 2 years+ Sales, Retention, Account Management Roles
- Core understanding of the relevant products, solutions, and markets within the assigned subsegment.
- Experience in inside sales, account management, renewals, or customer success roles (as defined in internal role descriptions).
- Familiarity with CRM platforms (e.g., Salesforce) and sales productivity tools.
- Familiarity with AI tools
Skills & Competencies
- Strong virtual selling and communication skills (phone, video, email).
- Customer-focused mindset with the ability to understand customer needs and propose appropriate solutions.
- Results-driven, with a demonstrated ability to manage a high volume of opportunities and close deals against targets.
- Ability to collaborate effectively with Sales Specialists, Marketing and other internal teams.
- Solid organisational, time management, and pipeline management skills.
- Ability to handle escalations calmly and professionally, resolving issues or routing them appropriately.
