Client Services Manager

Recruiter
Brite Recruitment
Location
Gloucester
Posted
10 Oct 2018
Closes
08 Nov 2018
Contract Type
Permanent
Hours
Full Time
Client Services Manager

Gloucester

Our client, a leading global communications company, is looking for a Client Services Manager to join their dynamic and fast paced team. This role involves delivering an excellent service to one of their client’s largest Enterprise accounts working in partnership with key stakeholders in order to build collaborative relationships and drive service improvements.

This position requires interfacing with customers at all business levels and covers three mains stages of the customer experience; Pre-Sales & Start Up, In-Life Service Management and Service Development & Enhancements.

Main duties and responsibilities

* Providing dedicated support to the Enterprise accounts, acting as the lead contact and overall owner for the client’s entire service operation

* Overall responsibility of the customer experience by taking ownership of the customer lifecycle from start to finish, building and sustaining value driven relationships with key stakeholders

* Manage all customer projects/initiatives ensuring successful delivery against key company & Client objectives

* Lead and execute frequent scheduled business reviews with the client, focusing on Service performance

* Proactively creating and maintaining a strong network of connections with colleagues across the department and key internal / external stakeholders, representing the customer at all times.

* Matrix management of multiple internal global stakeholders ensuring a coordinated delivery of service

* Ensure major incidents and service related escalations are managed in keeping with customer expectations

* Analyse information on performance and client satisfaction data, ensuring action is taken and constant feedback is provided to the Client

* Continuously clarify and articulate the diverse requirements of users and delivery partners, ensuring information is cascaded to appropriate teams

* Design of strategic service improvement roadmap, encompassing enhancements and adoption of services

* Interpreting user insight and performance data to service design operational enhancements for all product and service channels

* Engaging in account and legal discussions for operational input into service support models for new services/products that meet the contractual and service requirements of the customer

* Responsible for the Account Process Manual

* Oversee the financial management information to ensure the provision of services and transmission of invoices to the customer

Skills and Experience

* Experience of current agile project management practices

* Previous experience in a client relationship or service management position

* Process improvement experience

* ITIL foundation certified or above

* Previous successes in delivering globally aligned services for clients

* Proven people management experience

* Highly articulate with proven negotiation and influencing skills

* Ability to manage challenges and resolve issues efficiently and effectively

* High Degree of market awareness

* Ability to be flexible with working hours

* Full UK, clean driving licence and ability to regularly visit clients’ sites

This is a fantastic opportunity to join a successful team leading the way in their field. If you feel this could be the role for you do not hesitate to apply directly by emailing your CV to us directly, or calling for more information

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