Relationship Manager (Fixed Term)

RM Plc
£50000 - £55000/annum benefits
11 Jul 2017
10 Aug 2017
Contract Type
Full Time
The Role

This is an exciting Client Relationship Manager role that offers great scope for autonomy and the opportunity to play a significant role in strategic development and transformation project work with one of RM's most high profile contracts. We are looking for a candidate with a real passion for technology and the education sector and someone who has the ability to build successful relationships with external customers.

Reporting to the Regional Director, as Client Relationship Manager you will be based on-site at North East Scotland College, Scotland's largest Further Education College, where RM provides an outsourced managed IT service serving the College's 40,000 students and 500 staff. The college has ambitious strategic development plans and transformational objectives and the Client Relationship Manager will play a very significant role in helping the college realise their goals.

You will be the first point of contact for the relationship between RM and the customer's senior management team, using your exceptional communication skills to work with senior leaders within the college and the RM delivery teams to ensure that an excellent service is delivered and a firm basis is developed upon which to retain and grow the business.
As Client Relationship Manager for North East Scotland College your will be entirely accountable for ensuring that the college's needs are understood and met, ensuring that any action necessary is taken in order to develop a profitable, longstanding relationship with the customer.

You will also have line management responsibility for the onsite delivery team to mobilise the support required and create a shared understanding of the customer's requirements.

The RM Managed Service currently supports circa 2,500 clients and 100 servers over 2 main college locations, a shared infrastructure with the Scottish Agricultural College, four libraries, twelve secondary schools and a large number of community centres with central services hosted at a local data centre.

Key Responsibilities

* Develop strong relationships with key customers, manage teams and influence appropriately within RM working in partnership with bid teams to ensure managed service contract renewals are achieved.
* Be an advocate for driving customer focus within the support teams and wider RM.
* Take accountability for the resolution of customer issues.
* Take appropriate action both in terms of growing the business, identifying new revenue streams and managing costs to achieve year on year profit targets.
* Own the P&L and protect RM's commercial position by ensuring that any financial targets and service level agreements as defined in the contracts are met. Negotiate profitable contracts.
* Manage your team to ensure that, in the eyes of the customer, they are achieving operational excellence and are essential to the running of the managed service. Provide clarity and focus on the achievement of specific objectives.
* Recognise, create and seize opportunities that will deliver significant business growth. You will be required to promote and sell the breadth of the RM Education Technology portfolio of products, solutions and services. Lead and utilise resources from across the business to support sales strategy, plan and activities as appropriate, including Solution Specialists, Educational Specialists, Marketing, Product Marketing, Services and Support

Skills & Experience

* Likely to be a graduate with excellent written, numerical and presentation skills
* A passion and interest in education and the education sector, in order to have the ability to have a peer to peer relationship with a senior leader within an educational establishment. Engage schools and colleges at an executive and senior level, influencing their long term plans and buying decisions
* Able to demonstrate account management capability or experience. This should include an ability to understand customer needs and provide solutions to match those needs
* Solution selling
* Able to demonstrate the capability to manage effectively within a highly complex, operational environment, demonstrating good judgement, delegation and planning skills.
* Demonstrable drive, energy and passion for understanding and meeting customer needs. Able to drive the delivery teams to continually improve the service.
* Exceptional interpersonal skills, a highly personable, engaging approach. Strong listening skills and the ability to adapt complex messages according to the audience.
* Ideally able to demonstrate previous experience of effective financial management (P&L), contract management and negotiation.
* Experience of motivating a team to achieve goals, managing individuals and teams effectively setting out clear expectations and monitoring ongoing delivery of results.
* Determined and self-motivated
* Creative and resourceful problem solver
* Ideally successful experience of selling value added ICT products, goods and services


Working for RM you would be entitled to the following benefits:

* 25 Days Annual Leave (option to buy an extra 5 days)
* Performance Related Bonus Scheme
* Group Personal Pension
* Private Medical Healthcare
* Income Protection
* Life Assurance

The following voluntary benefits are also available:

* Childcare Vouchers
* Voluntary Dental Plan
* Voluntary Health Cash Plan
* Voluntary Critical Illness Cover
* Voluntary Health Assessments
* Cycle to Work Scheme
* Give As You Earn (GAYE)
* Employee Referral Scheme

More Information

RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks