Client Services Manager

7 days ago

Sunderland, Sunderland, United Kingdom Central Employment Agency (North East) Limited Full time

Central Employment Agency (North East) Limited is seeking a seasoned Client Services Manager to drive customer satisfaction and retention through exceptional service and strategic account management.

Key Responsibilities:

  • Engage proactively with clients to ensure ongoing satisfaction and high retention rates.
  • Lead and mentor a team of Client Services Account managers and Account Executives.
  • Foster strong partnerships with clients by demonstrating the ongoing value of our services.
  • Identify and nurture upsell and cross-sell opportunities to drive business growth.
  • Maintain comprehensive knowledge of our products and services to offer tailored solutions and recommendations.
  • Monitor client engagement and satisfaction indicators to flag at-risk accounts early and implement strategic save plans.
  • Develop and strengthen relationships to ensure clients understand and appreciate the full value of our services.
  • Extend your network within client organizations to deepen service penetration and safeguard against single-point relationship failures.
  • Align our services with the client's business objectives to act as the bridge between their needs and our solutions.
  • Collaborate closely with internal teams to ensure smooth onboarding, identify growth opportunities, and streamline the renewal process.

Key Qualifications/Knowledge and Skills:

  • Experience in a B2B customer success role.
  • A background in a Business Process Outsourcing (BPO) organization.
  • Ability to manage large/key accounts.
  • Exceptional communication and relationship-building skills.
  • Strong organizational skills with the capacity to multitask effectively in a fast-paced environment.
  • Strong analytical skills to interpret data meaningfully and provide actionable insights.
  • Ability to work collaboratively in a team and adapt effectively to change management processes.
  • Strong stakeholder management experience both internal and external.
  • Line management experience.

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