Chief Client Relationship Officer

3 weeks ago

London, Greater London, United Kingdom NEC Software Solutions Full time

Company Overview

Join us at NEC Software Solutions and contribute to impactful projects that make a difference in society.

Position Overview

The Senior Client Services Manager will oversee the comprehensive services provided to our clients, ensuring they meet the agreed-upon service levels and quality standards, ultimately leading to high customer satisfaction.

This role involves managing a team of Senior Client Services Managers, each responsible for their respective teams that cultivate and enhance client relationships at a senior level. The goal is to maximize client satisfaction while ensuring services align with the client's strategic objectives.

The teams will collaborate across NEC to document, monitor, assess, and enhance the services delivered to clients through the implementation of Service Improvement Plans.

The Senior Client Services Manager will act as an escalation point for service teams and clients, ensuring that appropriate resolutions are achieved in accordance with the contracted services.

By working closely with leaders in Professional Services, Operational Engineering, and other Delivery Heads, this role will guarantee quality service and support for active contracts across NEC Software Solutions.

This position is primarily home-based; however, regular travel to various locations may be necessary based on business requirements.

As a client-facing role, frequent interaction with NEC Software Solutions clients is anticipated.

Qualifications

  • Proven experience in managing multi-disciplinary service and support teams across diverse geographic regions.
  • Demonstrated ability to create, develop, and manage effective service teams.
  • Experience in overseeing geographically dispersed teams working on various products.
  • Background in service management with experience handling support contracts ranging from £50k to £5m.
  • Expertise in competitive tendering for complex service and support solutions.
  • Experience operating at a senior management level.
  • Exceptional communication skills, both personal and presentation.
  • Strong client relationship management experience.
  • Ability to listen, influence, negotiate, and make informed decisions.
  • Excellent analytical capabilities.
  • Experience in developing and executing Service Improvement Plans.
  • Sound commercial acumen.
  • Leadership and transformation skills.
  • Experience in mentoring and coaching team members.
  • Strong planning and influencing abilities.
  • Negotiation and problem-solving skills.

Additional Information

We offer a comprehensive benefits package, including a competitive pension scheme. When you join NEC Software Solutions, you will receive:

  • Private Medical Coverage funded by NEC for employees (with the option to add family members at an additional cost).
  • 25 days of paid vacation with the option to buy/sell (FTE).
  • Life assurance cover at 4 times the basic salary funded by NEC (with the option to increase coverage at an additional cost).
  • A Group Pension Plan with excellent employer contributions up to a maximum of 8.5%.
  • A variety of flexible benefits tailored to your individual needs.
  • Free access to LinkedIn Learning, with over 15,000 courses available on a wide range of subjects.

Other Information

  • Candidates must demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
  • All offers are contingent upon satisfactory vetting, references, and occupational health checks.
  • A Disclosure Barring Service (DBS) check may also be necessary depending on the role.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

About Us:

At NEC Software Solutions, part of the global technology leader NEC Corporation, our software solutions are instrumental in enhancing public services, from dispatching ambulances to supporting families and ensuring the smooth operation of public transport.

By joining our team of over 3,000 employees, you will be at the forefront of innovation, helping to improve the efficiency of vital services for governments, hospitals, police forces, and local authorities.

We strive to empower our clients to deliver exceptional services to their communities, making a significant impact together.

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