Head of Client Services

About Cloudfm

We're driven by our mission to transform the Facilities Management industry and create a more sustainable future. Our smart solutions and cutting-edge technology help our clients optimise building performance and minimise energy waste.

How do you fit in?

The Head of Client Services is responsible for leading the Client Services function, ensuring exceptional client satisfaction, retention, and growth. This role provides strategic direction and operational oversight for a team of Account Managers, driving the delivery of high-quality, value-led service to key clients. You will act as the primary interface for senior stakeholders, both internally and externally, ensuring that the Client Services strategy aligns with the organisation's broader business objectives.

What you'll be doing day to day

Key Accountabilities

• Develop and implement the Client Services strategy in line with the company's commercial goals and customer experience standards.
• Build, lead, and motivate a high-performing team of Account Managers to deliver consistent, value-driven service to clients.
• Act as a senior point of contact for key accounts, developing long-term, trust-based relationships with senior client stakeholders.
• Collaborate cross-functionally with Operations, Commercial, and technical teams to ensure seamless client delivery.
• Drive continuous improvement across all aspects of client engagement, reporting, and service quality.

Key responsibilities

• Lead, coach, and develop Account Managers, ensuring consistent performance management and professional growth.
• Oversee client onboarding, service delivery, and renewal processes to ensure client satisfaction and retention targets are met.
• Build and maintain strategic partnerships with senior client representatives, ensuring their business objectives are supported.
• Monitor and report on client service performance metrics, proactively identifying risks and opportunities.
• Manage escalations effectively, resolving issues swiftly while protecting client relationships.
• Work closely with the leadership team to shape service offerings and improve operational efficiency.
• Support commercial decision-making by contributing insights into client trends, revenue forecasting, and contract negotiations.
• Champion a culture of collaboration, accountability, and continuous improvement across the Client Services team.

Specialist knowledge and qualifications

• Experience leading client service or account management teams in a service-driven environment.
• Strong commercial acumen with the ability to identify opportunities for client growth and retention.
• Exceptional stakeholder management and interpersonal skills, including experience working with senior executives.
• Strategic thinker with operational delivery experience.
• Excellent communication, influencing and negotiation skills.

Why join us

You'll be welcomed by a passionate and friendly team, and will be part of an open, inclusive, and supportive culture. Working for a fast-growing and driven company, you'll have plenty of opportunities to learn and grow, if that's what you're after. We also offer a generous rewards package to help you make the most out of life, including:

• A hybrid role, with expectation of part of the week based in our Colchester office (flexible, depending on requirements).
• 30 days holiday increasing after 2 years' service and an extra day on your birthday
• Health Cash Plan
• Enhanced Maternity, Adoption and Paternity pay
• Wellbeing support, confidential helpline, and counselling
• Retail cashback and discounts because who doesn't love saving money?
• Electric car and cycle to work schemes.
• Life Insurance and Personal accident cover to give you peace of mind.