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Fullbrook Consulting Group
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Fleet, Hampshire
Client Success Manager
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Job Type: Full-time |
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Salary: £40,000 per annum |
Overview
Responsibilities Responsible for the delivery of all in-contract growth for clients. Collaborate with sales representatives to plan and execute planned strategies, overseeing the entire process, using the CSM systems and resources available. Provide insight into a client’s environment and organisation, how to approach clients and what effort is required to deliver services to the client. Transfer clients onto a Master Service Agreement contract. Enhance the client’s environment to analyse, measure and increase company revenues. Take a dynamic approach to ensure client engagement, contract renewals and upsell activities, in line with company guidelines and best practice, to client’s objectives. Ensure customer satisfaction by proactively monitoring and reviewing contracts and business reviews. Required to visit clients regularly to engage and develop complex contracts. Work closely with the Regional Client Success Manager to convey strategic initiatives to a range of stakeholders to promote in-contract growth. Establish and maintain strong relationships with clients, representatives and Service Delivery Managers. Maintain and take ownership of a robust strategy to overcome service delivery issues that may arise. Create and deliver service excellence by displaying a deep knowledge and understanding of service management, ITIL practices and sale lifecycle. Generate client demand by analysing data to identify client needs, minimising risk, and integrating new services in order to help clients achieve their objectives. Lead on negotiations with Sales colleagues to close in-contract sales deals. Facilitate commercial discussions, advice and offer information on related risks related to deals. This includes the viability of the opportunity, durations of contracts (including legal processes), the structure of contract deals, delivery capability and inclusion of sub-contractors. Requirements Experience in a previous technical support services role. Strong negotiation skills with strategic thinking. Excellent communication skills with the ability to articulate well with confidence. Strong interpersonal skills, having the ability to present to clients. Have a deep understanding of managed services.