Relationship Manager (ICRM)
Location – 3 days at HQ (Wilmslow), 2 days from home
Salary: £26,000 per annum + up to £6K bonus + average 4K referral earnings (OTE 36K +)
We’re Citation Group. A group of businesses on a mission to make life easier for small and medium-sized companies. We get that running a business is tough. You’re spinning plates trying to keep your customers happy, stay on top of rules and regulations, look after your team, and somehow still grow. And that’s where we come in – taking the stress out of it all to make life simpler and smoother for business owners.
We’re one of the UK’s biggest providers of Health & Safety, HR, Employment Law, and ISO services. But what really sets us apart is our people. At Citation, we bring our personalities to work, not just our expertise.
With year-on-year double-digit growth, this is your chance to join a fast-moving business that values vision, determination, agility, and a knack for building great relationships.
The role
Our Client Relationship Team is made up of a team of 8, who all strive to have a positive influence on the Client Journey and experience they have through the Citation Services. We are truly passionate to assist clients where we can with a one team ethos to also support each member of the team and our colleagues around the business. As a Customer Success Advocate, we are pivotal to support the business achieving their goals through the retention of clients, identifying uplift opportunities, and ensuring the customer engagement levels with service are maximised with all our client interactions. There is varied experience throughout the team but if you are successful, you have the full team support to understand the role and be the best you can be.
What will I be responsible for?
* Create a warm and professional welcome for customers joining Citation, delivering an exceptional onboarding experience that sets them up for success.
* Support customers in gaining full value from their products and services by understanding their individual needs and providing guidance.
* Ensure the smooth and timely delivery of our solutions, aligning closely with each customer’s goals, priorities, and business objectives.
* Anticipate potential challenges before they arise and work collaboratively with customers and internal teams to resolve them proactively.
* Act as the primary point of contact for your clients, managing queries, providing information about additional services, supporting account administration, and addressing concerns or complaints with care and professionalism.
* Proactively identify opportunities within your customer base to strengthen relationships, support growth, and contribute to long term retention, working closely with internal teams to deliver the best outcomes.
* Build strong, lasting relationships with customers, partnering with colleagues across the business to resolve issues and ensure a consistently high level of service.
* Stay connected with customers through meaningful touchpoints, including regular care calls, to ensure their needs are met and their experience remains positive.
Who are we looking for?
* The successful candidate will bring strong relationship-building and communication skills, with the confidence to present ideas clearly and influence stakeholders at all levels of an organisation.
* You will love to find solutions, have a positive mindset and a natural ability to turn a situation around. You will be curious by nature and determined to find the best way forward for your customers.
* Excellent listening, negotiation and presentation skills are essential, along with good verbal and written communication.
Here’s a taste of the perks we roll out for our extraordinary team members:
25 Days of Holiday + 8 Bank Holidays: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cozy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.