Manager, Client Services

Locations

Location:

Birmingham Quinton Office, Birmingham, BIRM B32 1AF
, G

Hybrid, Full‑Time.

Requisition #: MANAG
006325

Manager, Client Services

The Manager, Client Services leads a team of individual contributors and/or leads to deliver exceptional service and ensures the company fulfills its contractual obligations. The Manager, Client Services oversees the delivery of services to key clients, focusing on implementation, customer management, performance management, and governance. They take charge of customer issues, identify areas for improvement, and ensure resolutions. They anticipate impact to customer satisfaction and proactively address risks.

Using extensive product knowledge, they enhance customer experience, boost loyalty, and support growth. The Manager, Client Services contributes to the effective planning, implementation, and monitoring of activities that contribute to the overall achievement of the departmental objectives. This position leads and facilitates assigned team activities such as team meetings, client meetings and contract deliverables. People leadership is a large portion of this role and contribution is primarily through others.

• Responsible for establishing and developing working customer relationships through regular communication, both face to face and remotely, to set customer expectations and provide a positive, consistent experience.
• Establish trust and confidence in ability to deliver for the customer. Demonstrate knowledge of the Clients’ needs, providing advocacy and endorsement to assure client satisfaction and engagement.
• Respond to any customer inquiries related to the delivery of services, advising customers on the use and benefits of products and services and proactively inform customers of situations where customer satisfaction may be impacted.
• Utilize deep understanding of the services’ benefits and how they align with the customers’ specific needs and goals, ensuring that customers not only use the services but fully comprehend and realize the value they provide.
• Evaluate service quality through data analysis, identifying improvement areas, and collaborating with teams to produce comprehensive reports that contribute to enhancing customers' understanding of service value and the effectiveness of the services provided.
• Work with responsible departments to compile reports and conduct business reviews with clients, both face to face and remotely. Gather feedback and share it with respective teams.
• Responsible for identification and reporting of any process gaps / issues that impact customer satisfaction. Quantify risk to business and customer satisfaction and raise awareness internally to drive preventive action and improvement.
• Develop creative solutions to client issues.
• Identify and evaluate activities within accounts that have may impact profitability.
• Identify ways to improve automation, reduce costs and streamline any processes without negatively affecting the client or their experience.
• Proactively educate and inform the Director of Client Services about any contract concerns and critical customer escalations, to ensure they are addressed timely, help mitigate risk and to ensure efforts are aligned with the broader organizational goals.
• Responsible for overseeing critical customer escalations, including engaging management and executive level management in any escalation paths, providing regular updates to customers and following‑up to ensure the customer is happy with the outcome.
• Work with responsible departments for the creation of Post Incident Reviews and deliver to customers. Develop, Coordinate, Communicate and Finalize Service Improvement Plans.
• Capture learnings to support continuous service improvement.
• Accountable for customer satisfaction results, utilize client feedback to identify areas for improvement and address specific concerns.
• Responsible for identifying sales opportunities, developing the opportunities and partner with Sales to deliver against those opportunities. The Manager, Client Services is expected to utilize their understanding of their clients’ goals and challenges to cross‑sell additional services…