Vacancies

Senior Client Services Manager

Senior Client Services Manager – Central London

Salary: to £33,000 p.a. + £2,000 p.a. bonus (paid quarterly) 

Total package up to £35,000 p.a.

Our client is a global research and insights company that is looking for an experienced Account Manager or Client Services Manager that has proven experience of working with the most prominent clients within the business.

The Senior Client Services Manager is responsible for day to day management of an allocated client base being both responsive and proactive in order to meet and exceed client expectations. The Senior Client Services Manager will take ownership of client service issues from start to finish ensuring that clients are kept in the loop and issues are resolved promptly to ensure client retention.

The Senior Client Services Manager must have proven experience of being able to form long lasting relationships with high profile clients, ensuring that those clients are dealt with efficiently and effectively, and will also act as a mentor within the team, providing advice and guidance to more junior colleagues and as an additional level of escalation in the case of client issues.

Your daily duties would be:-

  • Mentoring and assisting more junior colleagues as a senior member of the team
  • Acting as an initial escalation point in the case of client issues
  • Being a service expert, helping clients evolve their service and interpret their changing requirements
  • Deputising for the Sector Head
  • Working in partnership with your Customer Success counterpart
  • Providing advice and guidance relating to client requests, and ensuring an in-depth knowledge of the company’s offerings
  • Proactively identify client needs and implement solutions to challenges that your clients face
  • Being an expert user of all client platforms and tools, and delivering excellent support for monitoring and evaluation services
  • Maintaining a detailed understanding of your clients’ 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
  • 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
  • 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: £32,000 p.a. + £2,000 p.a. bonus

Location: London

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