I have been retained by a PE backed serviced business based in the Knutsford area to recruit a Client Services Manager.
Reporting to the Commercial Director this role has the responsibility for the management of the Key Account Managers, overseeing the company’s portfolio of high-value commercial clients. This role ensures exceptional service delivery, client retention, and sustainable revenue growth through strategic relationship management and efficient administration of the client management system. The position requires balancing people leadership, client engagement, and operational excellence to uphold the company’s reputation for quality and reliability.
The main duties of the role will include:
* Lead and mentor a team of Key Account Managers responsible for daily client communication, service quality, and contract fulfilment.
* Serve as the senior point of contact for major commercial clients, ensuring satisfaction through proactive relationship management and issue resolution.
* Develop account strategies to drive contract renewals, service expansion, and long-term partnerships.
* Oversee the administration, maintenance, and improvement of the client management system to support efficient scheduling, reporting, and billing.
* Collaborate with Operations, Estimating, and Finance teams to ensure client commitments align with capacity, budgets, and profitability goals.
* Monitor performance metrics (e.g., service quality scores, retention rates, and contract profitability) to identify improvement opportunities.
* Lead weekly/monthly/quarterly reviews with key clients, presenting performance analyses, service recommendations, and value demonstrations.
* Support the sales process by providing insights on client needs and recommending upsell or cross-sell opportunities.
* Drive continuous improvement in account management processes and team training.
* Preparation of monthly department Board report.
The right candidate for the role will have:
* 5+ years of experience managing commercial maintenance accounts or similar service-based business accounts.
* Proven leadership experience managing teams and building strong client relationships.
* Hands-on understanding of resolving operational issues, reactive, maintenance planning, and service contract management.
* Experience with CRM or client management platforms.
* Strong communication, negotiation, and presentation skills.
* Detail-oriented with strong organizational and problem-solving abilities.
* Proficient in Microsoft Excel