Central Employment are delighted to be working in partnership with a leading UK digital communications, transformation and fulfilment organisation, as they look to recruit an engaging Client Services Manager, operating from there Sunderland facility.
Client Services Manager role profile:
As a Client Services Manager, you will drive customer satisfaction and retention through exceptional service and strategic account management. You will analyze client needs, provide tailored solutions, and build strong relationships to ensure long-term success and growth. You will be responsible for the customer relationship management of a prestigious client portfolio of market-leading clients within financial services specifically.
Key Responsibilities
- Client Retention & Growth Engage proactively with clients to ensure ongoing satisfaction and high retention rates.
- Leading and mentoring the team of Client Services Account managers and Account Executives.
- Foster a strong partnership with clients by demonstrating the ongoing value of our services.
- Identify and nurture upsell and cross-sell opportunities, subtly laying the groundwork for future expansions.
- Maintain comprehensive knowledge of our products and services to offer tailored solutions and recommendations.
- Monitor client engagement and satisfaction indicators to flag at-risk accounts early, and implement strategic save plans to prevent churn.
- Develop and strengthen relationships, ensuring clients understand and appreciate the full value of our services.
- Extend your network within client organizations to deepen service penetration and safeguard against single-point relationship failures.
- Align our services with the client's business objectives, acting as the bridge between their needs and our solutions.
- Collaborate closely with the internal teams to ensure smooth onboarding, identify growth opportunities, and streamline the renewal process.
Key Qualifications/Knowledge and Skills:
- Experience within a B2B customer success role
- A background within a BPO
- Can manage large/key accounts
- Exceptional ability to communicate and foster positive business relationships
- Exceptional organizational skills, with the capacity to multitask effectively in a fast-paced environment.
- Strong analytical skills to interpret data meaningfully and provide actionable insights
- Demonstrated ability to work collaboratively in a team and adapt effectively to change management processes
- Strong stakeholder management experience both internal and external
- Line management experience