Client Services Manager & Client Services Executive EMEA (UK Based)
Job Description
We are recruiting for two roles within our Client Services team. The Client Services Manager & Client Services Executive (CSM/CSE) will ensure clients receive exceptional service whilst supporting Assured Data Protection’s sales goals. The CSM/CSE will work directly with clients to develop and implement client service strategies that will increase sales within our existing customer base, whilst providing a positive experience for all clients. The CSM/CSE will be the main point of contact and escalation for clients, and act as liaison between support and sales.
Assured Data Protection (Assured) is a family first company with a flexible work environment, based on rewarding strong work ethic and values with the freedom to control hours and have a balanced work life. This position is a hybrid position, located between the office, home, and at client sites.
Compensation for this role is a combination of a base salary with bonuses based upon successful retention and growth of our existing customer base.
Responsibilities for Client Services Manager/Executive:
- Interact with clients and build relationships with them whilst ensuring their needs are being met
- Conduct Quarterly Business and Service reviews (QBR) with our clients to review that their needs are being met, as well as review additional services that may benefit the client
- Resolve complex client problems or disputes in a professional manner
- Keep records and documentation of client interactions
- Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement
- Oversee the onboarding process of new customers, from installation through to steady state
Qualifications for Client Services Manager/Executive:
- 2+ years’ prior experience in customer facing and/or sales roles
- Excellent communication skills and the ability to anticipate the needs of customers and suggest new or additional services
- Must demonstrate strong analytical thinking skills
- Knowledge of the corporate information technology (IT) space, any experience working with IT integrators, or IT Managed Services Providers (MSPs) is a plus
- Should possess strong problem-solving skills and the ability to make sound judgement calls
- Strong organisational and time management skills
- Knowledge of customer service programs and CRM management programs, experience with HubSpot is a plus
- Innovative, creative thinking skills to ensure the organisation is providing a cutting-edge client experience
- Strong administrative technical skills around standard MS Office components including Word, Excel, and PowerPoint
- Salary dependent on experience
Applications:
Apply method: Email
Send resume and cover letter to: [email protected].