At APEXX, I was responsible for setting up and growing the Relationship Management function as well as looking after enterprise merchants.
I managed four relationship managers and put common servicing processes in place. We used Monthly Service Reviews and QBRs to review account performance and agree what needed to happen next.
My own portfolio also involved contract, pricing and SLA negotiations. I worked with product, marketing and sales to make sure merchant requests were part of those discussions.
Across the portfolio, cross-sell and upsell grew revenue by 15%, around £1.2m. Working with finance, I also recovered about £320k in outstanding debt. These are figures from the role as a whole.
A review meeting is only useful if somebody makes a decision or leaves with a job to do. Setting up the function meant making those responsibilities clear, then following up.