Client Services Manager

Job Details

Contact Info

Contact Person: Tony Massenhove Email: tony@massenhove.co.uk Telephone: 01621 786 220
Job Title: Client Services Manager

Job Description

JOB SUMMARY

Purpose of the Job:

The Client Service Manager will own the operational delivery of a single or multiple clients’ SLA. They will provide two levels of administration support firstly to the client where they are expected to be the first point of contact for any assistance they require and secondly providing a support service to the Head of Client Services and supervising the Client Service Representative.

KEY RESPONSIBILITIES

Provide the best possible client experience through all client interfaces

Ultimate responsibility for resolving commercial & operational issues to the client’s satisfaction

Ensure we deliver contractual obligations of each of our clients

Ensure smooth running of clients’ jobs through the operational delivery process, maintaining appropriate measures of success at each stage

Provide advice and guidance to clients on new and innovative ways of working, seeking out ways to add value to the operational delivery of clients’ jobs.

Find ways of demonstrating value from the communication channel and seeking new ways of using the document channel to demonstrate increased revenue generating opportunities for the client.

Drive retention of clients by managing expectations, understanding business requirements and continually delivering above expectations

Engage directly with all clients to build credibility, escalate and resolve critical issues and drive customer advocacy in the form of reference calls, case studies

Develop and maintain a Client Advocacy / Voice of Customer Survey for all delivery related activities

Establish and maintain effective relationships with Head of Client Services and Account Directors who are ultimately responsible for the relationship with the Client.

Understand the client strategy, business drivers/objectives and ensure they are communicated and achieved within our business, be the voice of the client in every activity in which you engage

Assist the Head of Client Services and Account Director in the contractual and SLA discussions. With the ability to understand and influence the price / cost negotiations strategy

Continually, along with the Account Director promote the companies range of products and services within the account

Play a proactive part in the quarterly status meetings and lead monthly review meetings

Assist the Account Director in facilitating regular site client visits, tours, presentations & consultancy workshops

Monitor commercials on the account including forecasting and have an awareness of aged debt and highlight to the customer accordingly.

Responsible for invoicing all billable activity

Monitor the client specific change management process, working closely with design development, production and warehouse to ensure client requirements for change are met

KEY SKILLS Excellent customer relationship management skills

Excellent record of accomplishment with clients

Demonstrate significant experience in supporting Senior Management within leading industry organisation

Excellent Communication and influencing skills

Confident in presenting at all levels.

Excellent problem solving and decision making skills

PC literate with PowerPoint, Excel and Word skills

Lean and Environmentally focussed

KEY BEHAVIOURS

Understand the dynamics of customer relationships within our industry sector and the significance of maintaining a strong partnership to support our own business growth

Have extensive experience in a client relationship department at a managerial level.

Professional and positive approach with a solid and proven track record of developing successful relationships.

Strong organisational skills and the ability to work under pressure and to tight deadlines.

Strong in building relationships and able to effectively communicate at all levels.

Team player with the ability to work on own initiative.

Details

Job Ref: MASS 906 Hours: Full Time Location: Bristol Working Term: Permanent Position Salary: £33,000 - £35,000

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