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Lead Client Services Manager

2 months ago

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

At Forward Assist Recruitment, we collaborate with prestigious organizations worldwide, delivering innovative solutions that enhance productivity, operational efficiency, and profitability.


Client Services Manager Opportunity:

Key Responsibilities:

  • Serve as the primary liaison throughout the client engagement process, fostering relationships with essential stakeholders and ensuring a focus on maximizing business value from initiation to contract renewal.
  • Function as a trusted consultant to key client representatives, providing strategic recommendations for the enhancement of client environments.
  • Act as a communication bridge between Technical Support, Project Management Office (PMO), and the Client.
  • Enhance customer satisfaction and loyalty by demonstrating a comprehensive understanding of their business objectives and assisting them in achieving their goals.
  • Organize, conduct, and oversee service review meetings with clients on a regular schedule.
  • Engage in the training, mentoring, and support of team members, including onboarding and the development of best practices.
  • Assist in monitoring and managing the licensing requirements for clients.

PMO Responsibilities:

  • Collaborate and engage with the wider PMO team.
  • Provide support to Senior Project Managers and serve as an escalation point or alternate contact when necessary.

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 engagement with potential Managed Service Provider (MSP) clients.

Partner Collaboration:

  • Collaborate with the Chief Strategy Officer and the Finance team to ensure commercial alignment.

Desired Skills:

  • Proven experience in managing brand perception and delivering value through customer experience.
  • Qualifications in management or service delivery are advantageous.
  • Microsoft certification in foundational areas is preferred but not mandatory.