Senior Client Services Manager – 6 month contract to perm

Senior Client Services Manager, London

6 month contract which is likely to go permanent

Salary: £40,000 p.a. + bonus (c£2,000 p.a.)

Our client is a leading media research company based in Central London.  They are looking for a Senior Client Services Manager to be responsible for one of the company’s major clients, ensuring that their account is serviced in line with standards set out by their Sector Head and the Head of Client Services. The account in question is a major bespoke service offering, for which the Senior CSM will be the dedicated resource.

The role is both responsive and proactive and the role-holder will take pride in meeting and exceeding client expectations. The Senior Client Services Manager will take clear ownership of client service issues from start to finish, and will always ensure that their clients’ issues are addressed.

The Senior Client Services Manager must be able to form excellent relationships with high profile clients, ensuring that those clients are dealt with efficiently and effectively, as well as maintaining a very detailed and technical understanding of the services provided.

The candidate for such a role would have a high degree of written communication skills, be able to support editorial teams in creation of newsletters, and take full ownership of all matters relating to their client.  

Specifically, a Senior Client Services Manager is responsible for:

  • Being a service expert, helping the customer evolve their service and interpret their changing requirements
  • Being the first and main point of contact for the customer for all aspects of their relationship, from day to day service and support, to editorial standards, and commercial relationship.

Handling client queries and processing change requests:

  • Providing advice and guidance relating to client requests
  • Proactively identifying client needs and implementing solutions to client requirements
  • Being an expert user of all client platforms and tools, and delivering excellent support for monitoring, evaluation and editorial services
  • Maintaining a detailed understanding of the customer’s service requirements, and ensuring that relevant records are kept accurate and up to date
  • Responding to client requests, ensuring that all requests are accurately recorded, properly and professionally communicated, and fully followed up with the client

Addressing service failure and client issues:

  • Taking full ownership of all service issues from the point of reporting through to resolution
  • Monitoring service quality for allocated clients by carrying out routine checks as required
  • Proactively contacting their clients in the event of known service issues
  • Escalating significant issues to the Sector Head or Head of Client Services
  • Communicating with the client to understand and address reported issues, either through direct action or by interacting with the relevant teams or departments
  • Ensuring that all reported issues are accurately logged, investigated, resolved, and followed up with the client

Developing and maintaining client relationships:

  • Arranging and attending face to face service meetings with their clients, working in partnership with their Customer Success counterpart to maintain strong client relationships
  • Ensuring close and well-coordinated communication with the Customer Success department in relation to both service provision and client contact and relationships

Being a confident and transparent communicator of often complex concepts to clients.

Salary: £40,000 p.a. + bonus

Location: London

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