Client Success Manager

4 weeks ago

Oxford, United Kingdom The Purely Recruitment Company Full time

**Who will I be working for?**

You will be working for a highly successful organisation within an innovative and digital based culture. A modern, forward-thinking, supported working environment with excellent benefits for all employees awaits.

**What will I be doing?**

The Customer Success Manager is the principal contact for allocated regional clients, or wider client groups and leads a team of Account Managers and Account Executives to ensure programmes are delivered effectively. Focus being on ensuring the strategicneeds of clients are achieved, that opportunities for growth are identified and achieved, relationships remain robust through effective client service, and that adding value is driven within the culture of the team. Work closely with the Client Success Lead/COO to identify ways in which our clients can be stronger operationally. And finally work closely to coach their direct reports, ensuring effective development and career progression.

The role also involves working across all areas of the business. You will frequently work with the Marketing team on delivering effective communication to your clients, the Product Development team to feedback and develop tech capabilities and the Salesand Innovation team to identify opportunities for growth and added value.

**Specific responsibilities include**:

- Senior stakeholder management and relationship building:

- Builds relationships with strategical important clients and key stakeholders, through the appropriate management of expectations and agreed objectives. Demonstrates a clear understanding of their needs, challenges, and priorities.
- Strategy and Growth:

- Ensures each project has a clear strategy in place to achieve growth. Works with key stakeholders to understand pressure points and challenges, alongside wider initiatives and plans - and ensure our client can play a role in achieving these/ identifiesand pursues opportunities effectively.
- Objection handling and problem solving:

- Ensures appropriate conversations happen internally and externally to understand key business objectives and challenges and develops robust recommendations to achieve or overcome these.
- Reporting and analysis:

- Monitors activity data and trends and progress against strategy to mitigate risk. Takes ownership of any challenges and ensures that they're resolved in full, and any learnings shared.
- Client satisfaction:

- Works with wider AM team to identify trends, challenges and opportunities. Shares and amplifies successes (case studies, testimonials, stats)/ aims for high-level of client service and satisfaction levels.
- Management/ coaching
- Responsibility for leading and developing and coaching a team of Account Managers/ Account Executives.

**What skills and experience are required?**
- Experience of managing strategically important clients.
- Ability to produce and present clear articulate information.
- Excellent organisational and time management skills.
- Leading and managing a team.
- Customer centric focused with a strong desire to deliver and exceed.
- Good working knowledge of Excel.
- Excellent communication and relationship building skills.

**What else do I need to know?**

This is a permanent, full-time position.
- 25 days annual leave
- Bupa Private Healthcare
- 5 days paid dependency leave
- 5% Pension Contribution (employer and employee)
- 1x Volunteer per year
- Training Programme access (delivered by Teladoc (parent company) and Consultant Connect).
- Bonus Incentive scheme

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