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Client Services Director

1 month ago

Cardiff, Cardiff, United Kingdom trakcel Full time
Job Title: Client Services Manager

Job Summary:

We are seeking a highly skilled Client Services Manager to lead our team of Client Services Consultants and Team Leaders. As a key member of our organization, you will be responsible for ensuring TrakCel provides a best-in-class client service experience, driving client satisfaction and retention, and facilitating organic growth.

Main Responsibilities:

  • Oversee the Client Services function across TrakCel, ensuring a seamless client experience.
  • Manage the handover process between the Delivery team and live support, ensuring a smooth transition and maintaining continuity of service post-go-live.
  • Develop and implement client support strategies that align with broader business objectives, focusing on driving continuous improvements in service efficiency and client satisfaction.
  • Ensure timely management of all TrakCel helpdesk tickets and associated activities in accordance with Client SLAs.
  • Escalate/communicate any identified trends with helpdesk tickets that may be pertinent to repeat issues within the base product or operational configuration of TrakCel solutions or associated systems.
  • Support the TrakCel Client Services team in delivering training sessions regarding new client processes.
  • Drive customer satisfaction and engagement by maintaining regular touchpoints with key clients, gathering feedback, and ensuring proactive issue resolution.

Requirements:

  • Demonstrable experience of leading a Client Services function for a software vendor.
  • Proven experience of managing a global team, with a strong track record of motivating and leading others and fostering a culture of continuous improvement.
  • Proven ability to plan and coordinate people and resources effectively, to meet service level agreements (SLAs), key targets, and deadlines.
  • Track record of working within a customer support environment, handling high volumes of queries efficiently and meeting SLAs consistently.
  • Demonstrable ability to manage the transition between different service stages, particularly from implementation to live client support, with a focus on minimizing client impact during handovers.
  • Excellent verbal and written communication skills, with the ability to communicate complex technical concepts clearly to both technical and non-technical audiences.

Desirable Requirements:

  • Recognized industry qualification - e.g., ITIL Intermediate level or above.
  • Experience in the healthcare or pharmaceutical industry.
  • Experience in the Salesforce platform, ideally Salesforce Administrator certification.
  • Knowledge of the Salesforce software platform and supporting ecosystem (MuleSoft).
  • Understanding of software development methodologies such as Agile.

Core Competencies:

  • Accountability
  • Leadership
  • Decision Making