Overview
As a Client Implementation Manager, you will be the cornerstone of our client relationships, responsible for guiding a cohort of our most valuable strategic customers from initial setup to long-term success. You will champion a seamless onboarding experience and serve as a trusted partner, ensuring they maximise the value of our services. Your work directly impacts customer satisfaction and retention, making you a vital part of our growth. This is a dynamic role where you'll manage multiple high-value projects simultaneously, collaborating with cross-functional teams, and helping us refine our processes to enhance the overall customer experience. Your ability to keep things moving smoothly and deliver real impact for our key clients is what will make you successful.
Responsibilities
* Customer Implementation & Engagement: Lead the client onboarding journey for our strategic accounts, ensuring a smooth and efficient transition. This includes:
o Guiding high-value customers through our platform and implementation process from start to finish.
o Conducting bespoke training sessions and demonstrations to ensure strategic clients are confident and comfortable using our services.
o Establishing clear communication channels and setting expectations to guarantee a positive initial experience.
* Relationship Management: Primary point of contact for a portfolio of strategic clients, building and nurturing strong, long-term relationships. This involves:
o Developing a deep understanding of each client's unique security needs, business goals, and challenges.
o Regularly checking in with clients to monitor their progress, address any concerns, and ensure their continued satisfaction.
o Acting as a trusted adviser, proactively offering insights and solutions that align with their objectives.
* Client Advocacy: Serve as the voice of the client within our organisation, with a specific focus on strategic accounts. This includes:
o Collecting and analysing feedback from high-value clients to identify trends, pain points, and opportunities for improvement.
o Collaborating with product, engineering, and service teams to advocate for new features and enhancements based on the needs of our key clients.
o Ensuring internal teams are aware of client successes and challenges to maintain a client-centric approach across the company.
* Issue Resolution and Support: Ensure timely and effective resolution of issues for your portfolio of high-value clients. This includes:
o Acting as the first point of escalation for client enquiries and concerns.
o Working closely with our technical support teams to troubleshoot and resolve issues efficiently.
o Communicating with clients to provide status updates and manage expectations throughout the resolution process.
* Performance Monitoring & Reporting: Track key client implementation metrics and drive continuous improvements. This involves:
o Monitoring and analysing client usage data to identify opportunities for greater engagement and success.
o Creating and presenting regular updates to sales teams on client health, satisfaction, and key performance indicators.
o Using data-driven insights to recommend improvements to our onboarding process and client services.
* Retention & Growth: Support client retention alongside the Client Manager, identifying opportunities for expansion within your strategic accounts. This includes:
o Proactively supporting client renewals and working to secure long-term contracts.
o Identifying opportunities for upselling additional services or cross-selling other security offerings.
o Presenting the value of our services and demonstrating return on investment to support growth initiatives.
Benefits
* 25 days annual holiday
* An additional day’s annual holiday for your birthday
* Company pension
* Private Healthcare
* Subsidized gym membership
* Perkbox employee benefits platform
* Office coffee machine with locally sourced fresh roasted beans and a variety of herbal teas
* Frequent team events
* Relaxed working environment
* Flexible working policy
* Control over your work diary
This role will require occasional visits to client sites and the office as needed. Candidates must be based in the UK and have the right to work, as we are unable to provide sponsorship at this time.
We understand that job descriptions offer only a glimpse of the role. For more details, please feel free to reach out or apply, and we will be happy to provide additional information. BulletProof is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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