Client Services Manager - Remote

Overview

The Client Services Manager (CSM) is responsible for the day-to-day management and delivery of contracted services to specific customer accounts, ensuring all services meet contractual SLAs.

In Short

• Manage delivery of services against Key Performance Indicators.
• Develop customer relationships to maximize satisfaction.
• Act as Information Asset Owner for data management.
• Liaise with internal teams for service maintenance and changes.
• Produce Service Performance Reports and attend Customer Service Reviews.
• Identify new revenue opportunities for Sales Account Managers.
• Manage risks and ensure adherence to corporate policies.
• Organize bespoke quotes and consultancy bookings.
• Contribute to product development discussions.
• Ensure excellent communication with customers and internal teams.

Requirements

• Proven client relationship management background.
• Working level understanding of ITIL (v4 preferred).
• Excellent communication and analytical skills.
• Experience in outsourcing organizations.
• Ability to influence, negotiate, and make decisions.
• Knowledge of technologies used in service delivery.
• Public sector knowledge, specifically Local Government.
• Resilient self-starter who can work independently.
• Sound commercial understanding.

Benefits

• Private Medical Cover funded by NEC.
• 25 days paid holiday with buy/sell options.
• Life assurance cover funded by NEC.
• Group Pension Plan with excellent employer contributions.
• Flexible benefits to suit individual needs.
• Access to LinkedIn Learning with over 15,000 courses.