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Client Services Manager
2 months ago
Job Summary
The Client Services Manager will be responsible for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLAs), and to act as the single point of contact for all service delivery escalations.
Key Responsibilities
- Manage the delivery of services against a set of pre-defined Key Performance Indicators.
- Act as the dedicated point of contact for all service-related engagement.
- Develop and maintain customer relationships at senior level to maximise customer satisfaction.
- Ensure that customer data is handled, stored, processed, and disposed of appropriately.
- Liaise with internal teams to ensure maintenance activities, including vulnerability patching, take place in accordance with the contract.
- Contribute to the development and on-going management of the Customer Account Plan.
- Identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing.
- Manage risk to a point of acceptance, mitigation, or escalation.
- Ensure adherence to corporate policy, processes, procedures, and guidelines, especially with reference to information security.
Requirements
- Proven client relationship management background.
- Working level understanding of ITIL (v4 preferred).
- Excellent communication skills.
- Knowledge of the various technologies used to deliver services.
- Experience in working for an outsourcing organisation.
- Ability to listen, influence, negotiate, and make decisions.
- Excellent analytical skills.
- Public sector knowledge specifically Local Government.
Benefits
- Private Medical Cover funded by NEC for Employees.
- 25 days paid holiday with the option to buy/sell (FTE).
- 4 x basic salary life assurance cover funded by NEC.
- A Group Pension Plan with fantastic employer contributions.
- A selection of flexible benefits to suit individual needs.
