Client Service Delivery Manager
Whitstable
c£32k
VR/02941R

Our client, a Managed Service Provider, is seeking a Client Service Delivery Manager to account manage clients and be their main point of contact.

Duties:
1. Be the point of contact for customers for service escalation and commercial requests
2. Monitor service level and contracted commitments and escalated SLA issues internally, taking ownership of service delivery issues.
3. Work against predefined and agreed key performance indicators to ensure client satisfaction, commercial growth, and company stability.
4. Present relevant service reports to clients and internal managers
5. Identify uplift and sales opportunities within accounts based on client’s specific needs and aligning to our client's product sets. Where there is not an appropriate product to fit the client's needs, working with directors to identify a suitable solution, and ensuring this is embedded within support services.
6. Support Directors in collating information for sales opportunities and service meetings
7. Work with technical staff to manage and deliver projects for clients, and ensuring that milestones are met, and communication plans are adhered to
8. Follow up with proposals regarding the solutions discussed
9. Responsible for informative and timely communication to clients and directors in all elements of account development
10. Attend client and internal meetings such as strategic reviews and new opportunity discussion. Ensure that appropriate pre and post meeting documentation is created / collated, and distributed prior to and post meeting. Ensure that action points are clearly communicated and carried out by either internal staff, or the client where necessary.
11. Assist with the management of client financial matters, in line with the internal finance procedures, and encouraging client payments via Direct Debit
12. Assist with the generation and creation of new opportunities and leads and administrative managing opportunities within the CRM
13. Managing the purchase of hardware, licenses or services in line with the companies purchasing guidelines. Ensuring that received items are fully recorded within the CRM, and goods and licenses are dispatched to customers in a timely manner
14. Take ownership of all account management tickets within the CRM and ensure timely resolution of customer requests and issues
15. Work proactively to increase revenue and minimise cost
16. Any other duties within the competency of the postholder as requested by management

Skills, Experience, and Knowledge
1. Relevant managed service experience
2. Be exceptionally well-organised and plan your time accordingly
3. Able to work under pressure and to tight deadlines
4. Experience of working with clients across a broad range of market sectors
5. Be able to build relationships with clients
6. An ability to demonstrate strong project management experience and skills
7. Experience of managing multiple requests and a high workload
8. Experience within a client/customer services environment
9. Have a positive, engaging personality
10. A commitment to delivering excellent customer service
11. A background and understanding in technology and a working knowledge of the Microsoft Technology stack and hosted products