Client Services Manager

Description:

The role would suit someone who has worked in an operational role, project management, customer relationship management, customer success or senior customer support. The candidate must also have excellent proven organisational skills, be able to multi-task and have the ability to build strong working relationships.

The role is full time 37.5 hours per week and based in our Hinckley (Leicestershire) call centre, with the ability for some flexi time working from home.

This is a fixed-term contract for a period of twelve (12) months.

Key tasks

• Act as primary contact, internally and externally, for your clients, managing the relationship in all areas including:

o Collaborating with the client on customer comms, increasing awareness of products, educating

people in the delivery chain, marketing and website/service changes

o Managing client change requests

o Dealing with all day to day operational issues

• Use Epoq’s chosen and internal systems to facilitate all required activities including Jira, Click Up, the CRM system and the internal reporting tool
• Liaise with all internal departments (sales, marketing, development, legal content, customer facing legal, customer support) to ensure smooth onboarding and retention of clients and client satisfaction
• Project manage the on-boarding of new clients when required
• Arrange review calls with clients, draw up agendas and deal with meeting actions
• Produce reports for clients both regularly and ad-hoc.
• Act as point of escalation for clients and manage resolution of raised issues, escalating further to senior management when required
• Conduct educational webinars on Epoq’s services for new clients
• Provide cover for customer support role when required

The person

We are looking for candidates with the following:

• Experience of customer success/account management where client retention is a primary objective. Experience of doing this for a software product an advantage
• 5 years’ work experience in total as a minimum
• Experience of managing client facing projects
• Strong level of IT skills generally, especially Excel