Senior Relationship Manager

Job description

**Senior Client Relationship Manager ( Education ) - Luxembourg** **Role Summary** The Senior Relationship Manager is responsible for managing and growing relationships with a portfolio of universities, colleges, pathway providers, and educational institutions across Europe. Acting as a primary point of contact for assigned customers, this role focuses on customer satisfaction, retention, account growth, and delivering an excellent customer experience. Working closely with internal teams and external partners, the Account Manager supports institutions in maximizing the value of Convera's solutions while identifying opportunities to expand services and strengthen customer relationships. This role combines relationship management, customer success, and commercial accountability to support customer and business objectives. **Key Responsibilities** **Account Management** - Manage a portfolio of education sector customers across Europe, including universities, colleges, pathway providers, and other educational institutions. - Build and maintain strong working relationships with key customer stakeholders, including international recruitment, admissions, finance, student services, and administrative teams. - Conduct regular customer meetings to review performance, discuss business needs, and identify opportunities to improve customer outcomes. - Support customer retention and renewal efforts through proactive engagement and responsive account management. - Maintain accurate account information, activity records, and opportunity tracking within CRM systems. **Customer Relationship Management** - Serve as a primary point of contact for assigned customers and coordinate support across internal teams, including Customer Care, Compliance, Operations, Finance, and Implementation. - Help resolve customer issues and escalate concerns when appropriate to ensure timely resolution. - Gather and communicate customer feedback to relevant internal stakeholders. - Foster positive customer experiences and build long-term relationships based on trust, responsiveness, and value delivery. **Account Growth & Revenue Support** - Identify opportunities for additional products and services that align with customer needs and objectives. - Support upsell, cross-sell, and expansion initiatives within assigned accounts. - Partner with sales and business development teams to pursue growth opportunities within existing customer relationships. - Assist with contract renewals, customer reviews, and commercial discussions as needed. - Encourage customer referrals and introductions to other departments, faculties, or campuses where opportunities exist. **Collaboration & Service Delivery** - Work closely with internal stakeholders and external partners to ensure successful delivery of services and solutions. - Support implementation and adoption activities for new products, services, or enhancements. - Coordinate customer-facing activities and ensure clear communication throughout the customer lifecycle. - Contribute to continuous improvement efforts by sharing customer insights and recommendations. **Industry & Market Awareness** - Maintain knowledge of the European higher education sector and the challenges facing educational institutions. - Stay informed about trends in international student mobility, recruitment, compliance, and cross-border payments. - Monitor market developments and regulatory changes that may impact customers across European markets. - Apply industry knowledge to support customer conversations and identify opportunities to add value. **Operational Excellence** - Monitor customer activity, account performance, and service utilization. - Support forecasting, renewal planning, and account reporting activities. - Ensure compliance with company policies, contractual requirements, and service standards. - Contribute to achievement of team goals and performance targets. **Qualifications** - Bachelor's degree in Business, Education, Marketing, or a related field, or an equivalent combination of education and experience. - 3-5 years of experience in account management, customer success, relationship management, sales, or a related customer-facing role. - Experience working with European educational institutions, international education organizations, student recruitment providers, or education-related services is preferred. - Demonstrated ability to build and maintain customer relationships across multiple stakeholder groups. - Experience supporting customer retention, renewals, or account growth initiatives. - Strong communication, presentation, and interpersonal skills. - Effective problem-solving and organizational abilities with strong attention to detail. - Ability to manage multiple priorities and work independently in a remote environment. - Experience working across different European markets, cultures, and business environments is advantageous. **Travel & Language Requirements** - Ability and willingness to travel regularly throughout Europe to support customer meetings, account reviews, industry conferences, and relationship-building activities. - Comfortable managing relationships a