About the role

Junior Client Experience Manager retaining and growing Gateway accounts for Capital Economics, which provides independent macroeconomic and thematic insights. Managing renewals, engagement, upsells, and client relationships through CRM and data analysis.

Responsibilities

Proactively manage renewal processes and negotiate contract terms
Build and maintain relationships with users across Gateway accounts
Monitor client engagement and usage metrics to identify at-risk accounts
Share relevant content and thought leadership articles to maintain ongoing value perception
Conduct regular check-ins and strategic reviews with key clients
Promote webinars, Q&A sessions, and periodic events
Collaborate with Client Success, Sales, Finance, Product and Economist teams to resolve issues
Improve Net Promoter Score (NPS)
Present premium solutions, add-on services, or higher-tier packages aligned with client goals
Document interactions and updates in the CRM system

1–3 years in a client-facing role such as account management, client success, or sales support
Experience in SaaS, financial services, or subscription businesses where renewals and upsells are key
Understanding of macroeconomics desirable
Value selling experience useful, ideally using MEDDPIC methodology
Strong interpersonal and communication skills with ability to build relationships
Ability to analyse data and generate actionable insights
Experience using CRM software including Salesforce and Tableau
Strong problem-solving skills and ability to work independently
Organised, proactive, and capable of managing multiple accounts simultaneously
Passion for delivering excellent service and advocating for client needs
Willingness to submit a CV and cover letter