Client Relationship Manager

1 month ago

Newcastle Upon Tyne, United Kingdom Opencast Software Full time

**The role**

We are looking for a Client Relationship Manager to join our team. You’ll be working alongside and supporting one of our Client Relationship Directors (CRD) on our largest public sector account, interacting with our Opencast teams as well as our client andpartner/ecosystem operations managers.

You'll support our growth on this key client account. You’ll make sure clients and partners find us easy to work with and support our people to deliver. You'll keep the client and partners satisfied by listening, understanding and solving problems.

**What you’ll do within our teams**:
**Key client growth**
- Scope growth opportunities by engaging with our teams, client and partners
- Build tactical networks within the client and partnerships/ecosystems that will help us meet both demand and growth targets
- Track and report key client/partner targets to the wider business
- Contribute to and coordinate documentation, presentations and proposals for client approval, working with your CRD as appropriate. This could include Statements of Work, pricing/time and materials quotes, delivery updates and status reports
- Work alongside Marketing to share project wins, case studies and promotional activity
- Assist with existing client bid management

**Client relationships and management**
- Coordinate and manage one of Opencast’s largest client accounts on a day-to-day basis
- Form strong tactical relationships with client operational stakeholders
- Maintain close relationships with partnership ecosystem operational counterparts
- Ensure all client/partner/legal documents are reviewed, correct, and stored safely. Manage this process in our relevant systems/software
- Contribute to enhancing our client experience journey, client experience team processes and cross-functional initiatives
- Support with monitoring contractual and compliance commitments, highlighting areas for concern/improvement with CRD
- Portray Opencast's values and corporate image and make the customer’s voice heard
- Support your CRD with resolving any client escalations
- Pull together 'impact reports’, balanced scorecards, social value achievements and other agreed KPI reporting requirements. Help the team show value and impact beyond the contract
- Organise and coordinate monthly board reporting information/updates and delivery updates
- Arrange, schedule and facilitate onsite client and team events, networking sessions and meet ups

**Demand management**
- Collaborate with client and partner operations teams to identify and respond to demand opportunities
- Update our demand pipeline with information on opportunities to advise the Capacity and Planning Manager
- Work with your CRD on maintaining systems, trackers and logs
- Engage with Opencast Project Coordinator to ensure productive and efficient onboarding of our people to clients and partners
- Review monthly billing reports for accuracy
- Act as third-level contact if the People team or Practice Leads aren’t available.
- Handle any general HR or administrative issues/queries for people working on client and escalate when required

**You’ll suit this role if you**:

- are proactive, very well organised and a good communicator
- are able to develop, maintain, and grow relationships/partnerships
- have an eye for accuracy and a strong focus on goals and outcomes?
- have a positive approach to change and improvement?
- are a team player?
- are professional and committed to doing the right thing?

**About Opencast**

Opencast is an ambitious, successful, and growing technology consultancy. We pride ourselves in the qualities of our people. We're inclusive, creative, and collaborative - don’t just take our word for it, look us up on Glassdoor

It's an exciting time to join us on our journey as we grow and expand our services to help our clients tackle bigger, more complex challenges. We plan to treble the size of our team by 2025 — but we’re determined not to lose our unique culture.

**You'll enjoy life at Opencast if you**:

- you want to join an ambitious, growing consultancy
- you believe in inclusivity, creativity, and collaboration
- are brave enough to ask the right questions and do the right thing
- work flexibly and don't like stiff hierarchy

**Want to find out more?**

Visit our website to find out more about us, our work and the benefits of joining us.

If you’d like to talk directly about this role with the people leading our services, visit the Contact section of the website. We’re keen to chat

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