Client Services Manager - Croydon - £55-65k + bonus + benefits
My multinational client provide a bespoke we based solution/system to a number (over 20) of global organisation around the world and they are looking for a Client Services Manager to ensure new and existing customer projects are run to successful conclusion with a high level of customer satisfaction.
The Customer Services Manager will have circa 5 direct reports working in a young and vibrate office environment with a huge amount of customer interaction. You will be required to build excellent relationships with all customers as well as internal team members.
Here are some of the responsibilities of the Client Services Manager;
*Define the methodologies for new and existing customer projects and customer management which include customer training, requirements gathering, project management and customer management
*Define and implement organisation and process control systems that enable certainty, visibility and efficiency of delivery to project and customer stakeholders
*Clearly communicate, promote and agree software development project delivery plans and customer software release plans internally and ensure external delivery
*Manage and drive strong, profitable relationships with existing and new customers
*Implement and manage a Project Office (PMO) function to provide organizational and administration functions to customers with dedicated project managers (usually large and/or new customers) and additionally project management functions to customers managed by the PMO rather than dedicated PMs (usually ongoing and smaller customers).
*Take responsibility for the periodic measurement of customer satisfaction related to customer project activity and implement programs that demonstrably increase customer satisfaction.
Inward/Outward facing account abilities;
*Identify and deliver internal control systems to plan and manage resource utilisation, to match customer needs with resource capabilities and drive delivery within service level agreements.
*Promote a 'delivery with high quality' culture.
*Measure productivity, quality and duration of delivery and take corrective action where necessary to meet contractual obligations.
*Lead, grow and mentor an enthusiastic team to ensure delivery capability exceeds customer requirements and expectations.
*Champion repeatability and reusability of solutions to improve internal ROI.
*Support culture of employee development, candour and open working relationships among team to foster engagement, growth and maximise employee retention.
*Develop recruitment, induction & ongoing training to create a highly capable team.
*Develop firm relationships with existing and new customers.
*Provide customers with overall delivery management services and communication.
*Manage balance between commercial/contractual needs and Oragnisation's capabilities.
*Support pre sales processes to provide prospect confidence and ensure an effective handover for new customers
This is a rapidly growing organisation with ambitious expansion plans for 2014 and beyond! If you would like to know more about the company or the position do not hesitate to call!
Interquest Group PLC is acting as an Employment Agency in relation to this vacancy.
Job reference information
||01296 678 384 (Please reference IT Job Board when calling)