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Lead Customer Solutions Manager

2 months ago

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

Company Overview

Join us at NEC Software Solutions and contribute to impactful initiatives that make a difference globally.

Position Overview

The Senior Client Services Manager will oversee the comprehensive service delivery to our clients, ensuring that all operations align with the agreed service levels and quality benchmarks, ultimately driving customer satisfaction.

This role involves managing a team of Senior Client Services Managers, each responsible for their respective teams that focus on cultivating and enhancing senior-level client relationships to optimize satisfaction and ensure that services align with the clients' strategic objectives.

The teams will collaborate across NEC to document, monitor, assess, and enhance the services provided 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 service agreements.

By working closely with leaders in Professional Services, Operational Engineering, and other Heads of Delivery, this role will guarantee high-quality service and support for ongoing contracts.

This position is primarily remote; however, due to the team's geographical distribution across various locations, regular travel may be necessary based on business requirements.

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

Qualifications

  • Proven experience in managing diverse service and support teams across multiple locations.
  • Demonstrated ability to create, develop, and lead effective service teams.
  • Experience in overseeing geographically dispersed teams working on various products.
  • Background in service management with a track record of managing support contracts ranging from £50k to £5m.
  • Experience in competitive tendering for complex service and support solutions.
  • Proficient in 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.
  • Strong planning and influencing abilities.
  • Negotiation skills.
  • Commercial and financial understanding.
  • Problem-solving expertise.

Additional Information

We are proud to 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 coverage 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 range of flexible benefits tailored to your individual needs.
  • Access to LinkedIn Learning, with over 15,000 courses available on a wide array of subjects.

Other Information

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

NEC Software Solutions is an equal opportunity 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 supporting critical public services, from emergency response to healthcare and transportation.

By joining our team of over 3,000 employees, you will play a vital role in pushing the boundaries of innovation and supporting essential public services.

We collaborate with governments, healthcare providers, law enforcement, housing authorities, and more, enabling them to deliver timely financial support, expedite patient care, and respond effectively to emergencies. Together, we strive to make a significant impact.

We look forward to your contribution and will support you throughout your journey with us.