MARIJANA PEJIC

Provided support and advise the account management team in delivering the services and associated SLAs to the client base, contributing to a client retention rate of 90%+

• Negotiated contract terms with customers and stakeholders and closed agreements to increase revenue.
• Cultivated strong client relationships through proactive communication and problem-solving.
• Generated and presented reports to senior management on account performance.

Analysing and developing marketing strategies based on business needs and goals. Planning and development of social media strategies.

• Conducted market research, lead generation, customer acquisition, and communication
• Designed and executed e-mail and cold-calling campaigns
• Produced quotes, proposals, and managed invoicing process
• Built websites and managed their digital content
• Managed social media platforms, creating and scheduling content to maintain consistent online presence.

Provided freelance part time specialist support to customers and performed needs analysis to address and identity customer requirements.

• Establishing productive and professional relationships with key personnel and customers
• Forged alliances with key vendors to pass 15% cost savings on to customers
• Worked with cross-functional teams to improve customer satisfaction 25% through better requirements gathering. Slashed client complaints by 20%.
• Managed the introduction of new contracts and services, including resource planning and project status reporting
• Qualifying opportunities and preparing quotes, proposals, and sales orders

Built robust stakeholder relationships, managed accounts, and liaised with large multi-disciplinary teams to implement bespoke solutions.

• Embedded and managed efficient account management processes
• Responsible for account strategy and delivery of account portfolio of ~£400K comprising i.a. cloud migration to Office 365 implementation, providing managed services and project management
• Improved operations documentation and change management resulting in enhanced client satisfaction.
• Maintain accurate Salesforce records for portfolio management and effective forecasting
• Identify and convert opportunities to up sell and cross sell existing products.

Led carve-out and migration of accounts from Advanced to IT Lab; managed pipelines and opportunities closing to achieve challenging monthly targets.

• Ensuring compliance with processes, guidelines, and Service Level Agreements (SLAs).
• Boosted retention 25% through attention to client needs
• Prepared business plans for all current and tender opportunities.
• Gained two principal accounts with more than £150K in sales profit
• Attended client meetings; confidently presented benefits of new IT solutions to key client stakeholders.

Identified opportunities through continuous engagement with clients; harnessed in-depth knowledge of IT industry trends and developments. Recognised for impressive client engagement and relationship-building skills within this global IT service provider.

• Managed a diverse account base valued at £250K; a key point of contact for incoming inquiries.
• Built strong internal/external relationships, conducive to business development and service excellence.
• Collaborated with clients to gather high-level requirements and promote tailored solutions.
• Facilitated the timely completion third-party renewals and contracts, client requests, and orders as well as proactively resolved billing issues.
• Identified and implemented improvements to internal efficiency and the client experience.