Senior Client Success Manager

Job Description

SF Recruitment are working with a business based in Birmingham City Centre who is looking for a Senior Client Success Manager to join the business Hybrid £70,000 - £85,000 + benefits Procurement background from local authorities would be ideal or Senior Account Managers / Head of Service / Delivery that has worked with similar organisations Overview: You and the team are responsible for managing a portfolio of operational clients throughout the UK - to drive performance, ensure and improve service delivery, operational performance, earnings and support. Led by our Director of Client Services the UK wideteam collaborates closely with the other core functions including Implementation and Programmes, Supplier Engagement, Sales and Marketing. In addition to our internal functions across Data and Technology. Duties & Responsibilities - Establish and maintain Client Relationships at all levels through first class engagement - Document, maintain and follow through a Client Account and Stakeholder Management Plan, and measure Client Satisfaction through an annual review process - Deliver internal revenue in line with annual budgets - Own the Client earnings forecast - Work with the Client to deliver supplier engagement through the tender process, and minimise leakage through monitoring the tender pipeline, contract notices and awards - Manage the Client Account and ensure service delivery in line with contractual SLAs and Client expectations - Act as a first point of call for Client concerns or requests (excluding general support requests which are directed to a centralised Operations Support Hub) and manage any escalations or complaints as appropriate - Document and deliver Service Improvement Plans in partnership with the client - Drive continuous improvement through identifying areas for improvement using best in class reporting and internal experts - Manage Client expectations - Capture, log, track and chase down Client relating actions, both internally and externally - Deliver Client Monthly Service Reviews - Prepare and present quarterly Client Steering Group updates - Act as the Voice of the Client during internal meetings or activities (such as inputting to technology and data requirements sessions) - Manage Client facing communications Senior Responsibilities: - For appropriate "hybrid" accounts, assume an Account Executive role, including: o Undertaking & presenting an Annual Value Report, including identification of areas to grow the account o Acting as an escalation point and working to resolve critical issues o Management and negotiation of Contract Change Notices (CCNs), in conjunction with the Sales team o Drafting and issuing Assurance Letters in instances of contractual non-compliance o Supporting with the negotiation of extension and renewal terms, in conjunction with the Sales team o Maintaining Senior Executive relationships (e.g. Director of Resources / Councillors) - Ownership of a minimum of one area of specialism, with responsibility for setting the team strategy, goals and monitoring progress. - Management of a minimum of one Service Manager, with responsibility for general HR & day to day line management, in addition to overall ownership for budget delivery & responsibilities for all direct reports Essential - Outstanding interpersonal skills with an ability to deal with internal and external stakeholders at various levels (including Director and Executive levels) - Ability to work autonomously but also within a team - At least 3 years experience of Client facing delivery in either a Service/ Management or Project Management capacity - Strong Finance and/or Procurement background - Project experience and understanding of the Project Lifecycle - Experience of delivering process and system improvement initiatives - Proficient (to Intermediate level as a minimum) in Microsoft Excel, Word and PowerPoint - Excellent written and oral communication skills with a strong attention to detail - Confident in managing client expectations and influencing decision makers - Financially competent, commercially astute and good attention to detail - Well organised and able to manage own workload and prioritise conflicting Client requirements and internal tasks, using judgement to manage/escalate issues where appropriate Desirable - Business Consulting Experience - Experience of working with multiple stakeholders across multiple organisations (ideally at Director/Executive level) - Private and public-sector experience - In depth understanding of P2P (Purchase to Pay) - Experience with ERP systems such as SAP, Oracle and Agresso