Client Services Manager

Job Description

Client Services ManagerStafford, West MidlandsThe CompanyOur client is an exciting technology disrupter and has created a unique SaaS cloud-based solution that enables travellers to access foreign currency quickly and easily. They’ve developed a mail order cash solution that is being used within the travel, personal finance and international payment industries.They are currently seeking a Client Services Manager to join their team on a full-time basis at their office in Stafford.The Benefits- Salary of up to £30,000- Share options- Healthcare package - Generous holiday allowance- Flexibility in working hours and locations to create a great work-life balanceThis is an exciting opportunity for an experienced team leader from a software support background to advance their career and grow and succeed with a rapidly expanding fintech scale-up.You will discover that this is the perfect opportunity to diversify and take on new varied responsibilities where you can do more and gain further experience.You’ll be supported to develop academically and professionally and expand your skill set and knowledge. There will also be plenty of opportunities to gain experience in all areas of the business including data analytics, customer on-boarding and engagement, application support and digital marketing.If this sounds like the role for you, our client would love to hear from you.The RoleAs a Client Services Manager, you will develop our client’s customer and client support function, as well as the Client Services Team.Leading a small team of System Analysts, you will organise and deliver customer and client support, ensuring a five-star customer satisfaction rating is maintained for all clients. You will help increase customer on-boarding and engagement rates and deliver on project timescales.Additionally, you will provide insight into customer and client behaviour to the Executive Board and help our client exceed their Service Level Agreements (SLA) for all clients.In this role, you will also:- Prepare the business for scaling out of client and customer support- Be responsible for the platform setup and configuration- Design and deliver customer on-boarding and engagement programs- Develop and deliver client and customer training- Analyse user adoption, engagement and retention- Be responsible for supplier management including Zendesk and UsetifulAbout YouTo be considered as the Client Services Manager, you will need:- Experience in providing end user support for software-related businesses- Experience of working at team leader level in a small team- Experience of supporting SaaS solution(s)- Experience of using and configuring Zendesk- Experience of working with digital adoption platforms- Experience of working with Google Analytics and/or Tag Manager- Experience of managing key supplier relationships- The ability to understand complex technical processes and explain them simply to a non-technical audienceOther organisations may call this role Service Delivery Manager, Service Manager, Customer On-Boarding Manager, or Client Services Team Lead.This role is also suitable for those who have held the role of Support Team Lead, Software Support Team Leader, User Support Team Leader, 1st Line Support Supervisor, Helpdesk Supervisor, or Desktop Support Team Lead.Webrecruit and our clients are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.So, if you’re seeking your next challenge as a Client Services Manager, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.