In my previous role, I managed a portfolio of 20+ key accounts, consistently achieving a 95% client retention rate. I focused on understanding client needs, providing tailored solutions, and maintaining regular communication to ensure satisfaction. By conducting quarterly business reviews and addressing concerns proactively, I built strong, trust-based relationships that led to a 15% increase in account revenue over two years.

I use a combination of CRM tools and time management strategies to prioritize accounts based on revenue potential, growth opportunities, and client needs. I categorize accounts into tiers and allocate time accordingly, ensuring high-value clients receive personalized attention while maintaining consistent communication with others. Regular check-ins and data-driven insights help me stay organized and responsive to all clients.

I analyze client usage patterns, business goals, and pain points to identify opportunities for upselling or cross-selling. By building a deep understanding of their needs, I can recommend relevant products or services that add value. For example, I successfully upsold a SaaS solution to 30% of my accounts by demonstrating how it streamlined their operations and improved ROI.

I approach conflicts with empathy and active listening to understand the root cause of dissatisfaction. By acknowledging their concerns and proposing actionable solutions, I aim to rebuild trust. For instance, I resolved a client’s billing dispute by providing a detailed breakdown and offering a discount on future services, which not only retained the account but also strengthened our relationship.

I measure success through key metrics such as client retention rates, revenue growth, and customer satisfaction scores. Additionally, I track the number of successful upsells, cross-sells, and the achievement of client-specific goals. Regular feedback from clients and internal stakeholders also helps me assess my performance and identify areas for improvement.