Client Relationship Manager

Client Relationship Manager

We are supporting our Client, a company providing Business Process Operations services to Financial Services Industry in Ireland, in a recruitment process for a Client Relationship Manager.

Summary of the role:

The Client Relationship Manager will play a key role within the company. This requires strong relationship management of clients. The role manages the day-to-day relationship for customer on all issues – SLA reporting, billing, new services change management etc. This role is also responsible for client retention and business development with the existing client base, as well as looking at wider opportunities to grow the business.

What you’d be responsible for:

Development and management Client Relationships

·      Customer relationship follow-up

·      Promote positive customer perception

·      Generate and provide statistics and reports to client

·      Prepare and attend client steering committees

·      Prepare and participate to external audits (clients audits)

·      Write steering committees minutes

·      Be the main client contact when necessary (except production level issues, monitored by delivery manager or team leaders): information, tech or delivery issues, SLA breach & penalties, claims

·      Identify and up-date Client organization (charts, decision levels and process)

·      Understand the services/solutions provided to the customer

Commercial / Contractual:

·      Understand and know contracts (incl. MSA) (documents library maintenance and up-date), validate if requested (incl. SLA commitment and billing item)

·      Collate and generation of monthly invoices

·      Renew expiring contracts

·      Interface with delivery teams

·      Collaborate across teams to achieve daily, weekly and longer-term goals

·      Follow-up SLA and quality report internally, initiate/suggest improvements when needed

·      Profitability follow-up

·      Analyse Actual vs Forecast per billing item

·      Support Management/Sales for invoicing communication and report

·      Escalate to management when decrease of revenue/profitability or in case of low or negative profitability

Business Development:

·      Identify potential new business lines for the company with existing and potential Clients

·      Understand business case requirements for new business proposals

·      Work with senior management in bid preparation

·      Solutions and services promotion

·      Promote services and solutions to customers

·      Sell add-ons and/or new services

Benefits that you can expect:

·      Competitive salary

·      Pension, matched by employer up to 6%

·      Private health insurance Irish Life HealthGuide 2

·      23 days Annual Leave

·      Allocated parking

If you can demonstrate the above experience and skills, please do apply to this position. Let’s talk!

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