Client Services Manager

Job content

Responsible for:

Manage and maintain strong client relationships as well as lead day-to-day programme operations associated with the client. Help increase client retention and satisfaction and build company revenue and profit. To provide excellence in customer service, whilst ensuring GAPbuster complies operationally with the global contract and to ensure the smooth running of the programme.

Manage and maintain effective client relationships, provide leadership in day-to-day programme operations and support the provision of regular and ad-hoc client deliverables. Help to increase client retention, provide excellence in customer service and ensure the smooth running of our client programmes.

Reports to:

Client Service Director

Supervises:

No supervisory responsibilities

Main Activities:

• Prepare programme launch communication kits for clients to ensure clients understand the reports and tools they will be receiving and how to apply them and prepare launch meetings if required.
• Responsible for the creation and maintenance/tracking of all the documentation of the client programmes including service agreement, programme specifications, service standards, site list etc.
• Prepare monthly launch documentation and consult with clients in order to secure continued renewal of measurement activity.
• Prepare presentations communicating findings and high-level summaries through Interrogation and analysis of data sets.
• Confidently present results and findings to client stakeholder groups, acting as the face of GBW’s business.
• Monitor programme performance by liaising with relevant stakeholders to stay informed about programme implementation (including high-impact enquiry line issues and resolutions).
• Raising monthly/quarterly/yearly invoices for clients. Follow up collections of outstanding payments in accordance with advice from Finance.
• Act as a consultative voice; review your clients’ programmes on a quarterly basis making recommendations that will continue to improve and sustain the programme beyond each contract period.
• Identify opportunities to upsell to existing clients by promoting the benefits and capabilities of GAPbuster reports and tools within the client’s organization.
• Participate in programme design improvements based on client feedback (including service standards development, programme specifications, site lists, launch kits and reporting and distribution requirements).
• Liaise with appropriate departments following contract acceptance and follow the process through to delivery to ensure 100% client satisfaction.
• Investigate and resolve client queries, issues and “closed site advice” forms in a timely manner; and in accordance with the severity of the queries.
• Responsible for overseeing all requests that come in from clients and reporting line manager to ensure work requests are clearly communicated and actionable.
• Ensure accurate reporting and timely report dispatch (as per contractual agreement) for all client deliverables.
• Coordinate programme changes with internal relevant departments.
• Recommend solutions to relevant stakeholders where deviations from programme specifications or service standards occur.
• Assist with training clients and agencies on the GAPbuster reports and tools.
• Assist in working with fieldwork agencies.
• Ensure that all requests/changes are costed through the change management system, including the provisions of resource hours from all necessary departments and follow up on the progress of the requests/changes through to implementation.
• Other duties as may be reasonably required.

Knowledge and Skills Required:

• Confident presentation skills
• Client relationship management skills
• Excellent problem-solving ability
• Outstanding verbal (oral) and written communication skills
• Organisational and time management skills
• Attention to detail
• Ability to work autonomously with little supervision
• Ability to work effectively in a team environment
• Experience utilizing Microsoft Excel and PowerPoint
• Project management/coordination skill

Internal Contacts:

Client Service Directors, Client Services, Operations, IT, Finance & Human Resources

External Contacts:

GBW clients

Supporting Agencies

Typical Experience:

• Administrative / co-ordination experience
• 2 - 3 years experience in client management preferably in a services environment
• Demonstrable experience in utilizing Microsoft products (Excel and Powerpoint)