Client Services Manager

3 weeks ago

London, Greater London, United Kingdom Forward Assist Recruitment Full time

Forward Assist Recruitment collaborates with leading organizations globally, providing innovative technology solutions that enhance productivity, efficiency, and profitability.


Client Services Manager Opportunity:
Client Services Manager - Key Responsibilities:

  • Serve as the primary liaison throughout the client engagement process, cultivating relationships with essential stakeholders and ensuring a focus on delivering business value from initiation to renewal.
  • Function as a trusted consultant to key client stakeholders, offering strategic recommendations for optimizing client environments.
  • Act as a communication bridge between Technical Support, Project Management Office (PMO), and Clients.
  • Proactively address client escalations and concerns.
  • Collaborate with the broader team to enhance the client experience continuously.
  • Foster customer satisfaction and loyalty by understanding their business needs and assisting them in achieving their goals.
  • Organize, conduct, and oversee service review meetings with clients on a regular basis.
  • Engage in training, mentoring, and supporting colleagues, including onboarding and developing best practices.
  • Assist in managing and monitoring licensing requirements for clients.
Client Services Manager - PMO Responsibilities:

  • Collaborate and engage with the wider PMO team.
  • Support Senior Project Managers and serve as an escalation point or alternate contact when necessary.
Client Services Manager - Client Delivery Responsibilities:

  • Provide support to the Head of Client Delivery and the Chief Strategy Officer.
  • Identify and advance Client Success Stories with assistance from marketing to capture and document.
  • Act as a Subject Matter Expert (SME) and informed internal customer for the Service Desk and Support Organization to ensure compliance with required standards.
  • Support bidding activities and engage with potential Managed Service Provider (MSP) clients.
Client Services Manager - Partner Management Responsibilities:

  • Manage critical partner relationships, particularly those related to licensing for clients.
  • Collaborate with the Chief Strategy Officer and the Finance team to ensure commercial alignment.
Client Services Manager - Desired Skills:

  • Experience in brand management and enhancing value through customer experience.
  • Previous experience with M365 Managed Service Providers (MSPs).
  • Exceptional communication skills and the ability to foster positive business relationships.
  • Technical understanding.
  • Strong accountability and personal organization skills are essential.
  • Insight into customer concerns regarding product usage and the ability to align appropriate resources as needed.
Client Services Manager - Qualifications and Future Prospects:

  • Management or service delivery qualifications are desirable.
  • Microsoft certification in foundational areas is advantageous but not mandatory.
  • Security Clearance (SC) is preferred or willingness to undergo SC Clearance.
Forward Assist Recruitment operates as an employment agency and is an Equal Opportunities employer, welcoming applicants from diverse backgrounds.

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