Legal Solutions CAMs require a proactive and enthusiastic DCAM to support them in their CAM responsibilities. The successful candidate will work with one or several Client Account Managers/ Client Account teams.
The post holder will assist the CAM to achieve the client account objectives, ensuring that we deliver and exceed (where possible) on client expectations strategically and in relation to all contractual obligations to include SLA adherence, MI delivery, performance analysis and presentation both internally and externally to the client as well as involvement in client planning and other client governance activities.
The post holder will build relationships with the Client, the CAM and account team, other key stakeholders and file handlers (where necessary) at various levels of seniority across the whole business in Legal Solutions and at the client.
The role is ideally suited to someone who already has knowledge and experience of working with a client as a key point of contact and sees themselves progressing as a CAM in the future
Key Accountabilities
Assist the CAM to achieve the key account objectives - These include (but not limited to) :
- Point of contact for day to day queries from the client.
- Build strong working relationships with the client as agreed with the CAM
- Build strong working relationships and communicate effectively with internal operational, business support and client account team.
- Work with CAM to identify and understand (profitable) growth opportunities to take and sell to the client.
- Assist the preparation, maintenance and review of an up to date Client Plan
- Maintain up to date client guidelines, SLA's and other documentation in line with contractual requirements; agree changes as necessary with the client and ensure that this is effectively communicated internally.
- Ensure timely and appropriate escalation where performance deviates from contract objectives
- Liaising with and managing client expectations on their MI requirements and change requests; Submitting MI work requests, track progress and ensuring delivery.
- Ensure that clear guidance (documented or otherwise) on client MI requirements is always in place
- Review the client sales performance via sales reports with the CAM.
- Attend Operational and Performance review meetings with the client (with and without the CAM) to include any focus on KPI/SLA performance
- Supporting with client queries that may involve QRC and other business support teams.
- Supporting CAM to address any complaints.
- Co-ordinate Audits across all business areas, with the Audit manager and liaising with client.
- Development and growth of the overall client relationship through external interaction and activities with client as directed by the CAM.
- Travel and overnight stays to the client offices where required
- Perform responsibilities in line with the bid process, allocated by the Bid Team or CAM.
- Support preparations for one off tenders, pricing reviews and panel reviews.
- Any other reasonable client management duties where required.
- To ensure compliance with the SRA Standards & Regulations
Working Hours
35 hours per week Monday - Friday 9am - 5pm with 1 unpaid hour for lunch. This is a remote role, home working.
Essential Skills and Attributes:
- Ability to build relationships with clients and internally with key stakeholders and influence at all levels of the business
- Strategic thinking, problem solving and decision making abilities.
- Strong organisational skills and the ability to finish projects and other pieces of work
- Work individually and in a team
- Financial acumen to understand budgeting and financial analysis of client performance
- Strong attention to detail and a drive to do things accurately and well
- Effective communicator
- Commitment to integrity, ethical conduct and compliance
Values
Our culture is focussed on making Keoghs sustainable and successful for our people and clients, with this our four values are at the heart of everything we do;
We are connected
We are Dynamic
We are Innovative
We succeed together