The Client Services Manager has responsibility for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLAs) or to reasonable endeavour performance targets (contract dependent) in line with customer requirements, acting as the single point of contact for escalations.
MAIN RESPONSIBILITIES
1. Client Relationship Management: Maintain professional relationships with clients to support company revenue and outreach.
2. Client Communication: Develop effective communication platforms for clients and staff, and handle client queries and issues.
3. Customer Onboarding: Coordinate and plan ahead of customer go-live to orchestrate all actions required for successful deployment and user onboarding.
4. Client Retention and Acquisition: Inspire repeat business from existing clients and work on bringing new clients on board.
5. Data and Reporting: Provide regular performance reports to the team and customers to monitor activity levels and identify areas for continuous improvement.
6. Training and Development: Conduct customer service workshops and presentations, and train supporting team members.
7. Problem Solving: Troubleshoot client problems and provide timely solutions.
8. Cross-Departmental Liaison: Work with different departments to address client queries and improve service delivery.
Qualifications
ESSENTIAL COMPETENCIES & EXPERIENCE
* Proven record of delivering services to a high standard and meeting SLAs;
* Excellent people/stakeholder management skills;
* Experience within a healthcare/software/data environment;
* Experience in go-live and software deployment activities;
* Experience working directly with customers;
* Ability to produce detailed and accurate reports and documentation;
* Strong communication skills;
* Excellent IT skills, including MS Office;
* Attention to detail.
PERSON SPECIFICATION
* Ability to stay calm under pressure;
* Ability to develop relationships with diverse individuals;
* Effective communication with technical and non-technical staff;
* Ability to manage multiple high-profile accounts;
* Comfort with ambiguity and complex issues;
* Willingness to challenge and improve processes;
* Ability to contribute to solutions;
* Multi-tasking skills;
* Excellent oral and written communication skills;
* Willingness to travel to customer sites.
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