Customer Liaison Officer

2 weeks ago

Johannesburg, Gauteng, South Africa Cre8work Full time
  • Client Relationship Management: Cultivating and nurturing relationships with existing clients to understand their security needs, concerns, and objectives. This involves regular communication to ensure client satisfaction and loyalty.
  • Sales Support: Collaborating with the sales team to identify upselling opportunities within the existing client base. This includes analyzing client usage patterns, anticipating security needs, and suggesting appropriate upgrades or additional services.
  • Upselling Current Services: Proactively presenting clients with tailored solutions that enhance their current security services. Whether it's upgrading to advanced surveillance systems, adding access control features, or integrating new technologies, the CLO strategically promotes these enhancements to meet client requirements and increase revenue streams.
  • Product Knowledge & Training: Maintaining a comprehensive understanding of the security services offered by the company. The CLO should be able to effectively communicate the features, benefits, and value propositions of various security solutions to clients. Additionally, providing training or demonstrations to clients on new products or services can facilitate upselling opportunities.
  • Client Feedback & Market Insights: Actively soliciting feedback from clients regarding their experiences with existing security services. This feedback loop provides valuable insights into client satisfaction levels, areas for improvement, and emerging security trends or challenges. Allowing the company to refine its offerings and tailor solutions to better meet client needs, ultimately driving upselling opportunities.
  • Contract Renewals & Negotiations: Managing contract renewals with existing clients and negotiating terms that align with both parties' interests. The CLO works closely with the sales and management team to ensure seamless contract transitions and facilitate upselling discussions during renewal negotiations.
  • Customer Support & Issue Resolution: Providing exceptional customer support to address any inquiries, concerns, or issues raised by existing clients. Promptly resolving issues demonstrating commitment to client satisfaction and fostering trust, which in turn enhances upselling opportunities by strengthening client relationships.
  • Research & Competitor Analysis: Conducting market research and competitive analysis to stay abreast of industry trends, competitor offerings, and evolving client needs. This insight enables the CLO to identify gaps in the market and propose innovative solutions that differentiate the company's security services and drive selling initiatives.
  • Performance Tracking & Reporting: Monitoring KPIs related to client engagement, upselling efforts, and revenue growth. Generating regular reports on upselling success rates, client retention, and revenue generated from existing clients. Providing valuable assessments for assessing the effectiveness of upselling strategies and informing future initiatives.
  • Cross-Departmental Collaboration: Collaborating with cross-functional teams, including sales, technical, control room, and operations, to align upselling efforts with broader business objectives. By fostering a collaborative environment, the CLO can make use of current resources & infrastructure to maximize selling opportunities and drive sustainable growth within Gridhawk Security.

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