Full-Time Client Service Manager

The Client Services Manager has responsibility for the day-to-day management and delivery of contracted services to specific customer accounts.

This involves working across the organization to ensure all services are delivered to contractual Service Level Agreements (SLA’s) or to reasonable endeavor performance targets (contract dependent) in line with the customer requirements, and to act as the single point of contact for escalations.

MAIN RESPONSIBILITIES

• Client Relationship Management: Maintain professional relationships with clients to support company revenue and outreach.
• Client Communication: Develop effective communication platforms for clients and staff, and handle client queries and issues.
• Customer onboarding: Coordinating and planning ahead of customer go-live to orchestrate all actions required for successful deployment and user onboarding
• Client Retention and Acquisition: Inspire repeat business from existing clients and work on bringing new clients on board.
• Data and reporting: Provide regular performance reports to the Rego team and customers to monitor activity levels and instigate areas for continuous improvement.
• Training and Development: Conduct customer service workshops and presentations, and train supporting team members.
• Problem Solving: Troubleshoot client problems and provide timely solutions.
• Cross-Departmental Liaison: Work with different departments to address client queries and improve service delivery.

ESSENTIAL COMPETENCIES & EXPERIENCE

• A proven record of delivering services to a high standard and meeting associated SLAs;
• Excellent people/stakeholder management skills
• Previous experience within a healthcare/software/data driven environment
• Experience in go-live and software deployment activities
• Experience of working directly with customers;
• Experience of producing detailed and accurate reports and documentation;
• Strong communication skills;
• Excellent IT skills including good knowledge of MS Office;
• Attention to detail

PERSON SPECIFICATION

• Ability to stay calm under pressure;
• Able to develop relationships with a wide variety of people;
• Capable of communicating with technical and non-technical staff to translate customer requirements and issues;
• Ability to manage and engage effectively with senior stakeholders / decision makers
• Ability to manage multiple high-profile accounts simultaneously.
• Ability to work with ambiguity and navigate/coordinate responses to complex issues where obvious solutions may not be available.
• Willing to challenge and improve existing processes and practices;
• Ability to contribute and participate in solution development;
• Capability to multi-task and balance customer requirements and internal priorities;
• Excellent oral and written communication skills;
• Willing to travel to customer sites.

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