Client Relationship Manager

  • Job type:
  • Salary:
  • Location: 39661
  • Reference: VN5924

Client Relationship Manager - Technology - SThree Birmingham

Purpose of the role

To adopt a service-led approach to maximising potential growth opportunities with multiple clients identified as 'high potential', in addition to seeking and developing new business opportunities. Develop strong client relationships and oversee a level of service delivery that contributes to a positive client experience. Support SThree's overall purpose to 'bring skilled people together to build the future'.



Customer

Customer experience

* Develop new business opportunities to maximise the client portfolio and support the fulfilment of the SThree brand customer strategy in the following areas:

* IT and Technology
* Embedded & Electronics
* Specialist practises e.g. Cyber & Salesforce

* Effectively network and build relationships with multiple key decision makers in order to understand the client's business needs and strategic plans in the short, medium and long-term
* Monitor relevant key performance indicators, financial and services metrics to maximise and develop the customer relationship

* Identify customers with high potential or unrealised revenue and take a lead role in gaining that business for SThree
* Analyse upcoming needs/job flow in order to ensure internal delivery is positioned for optimal success and feed back to business leaders to ensure the infrastructure is in place to deliver
* Work with Delivery Managers and/or Recruiters to disseminate roles appropriately, ensure correct prioritisation and provide specific client/manager insight

New markets

* Maintain comprehensive knowledge of the market, industry trends and competitor landscape and actively share knowledge and insight with the team and the wider business, where appropriate

Services

Innovation

* Develop and host client and candidate networking and round table events for defined accounts to gain customer engagement and bring external insight and initiatives back to the business and apply learning

Business improvement

* Proactively seek, review and act upon customer feedback, client scorecards and Net Promoter Scores (NPS), taking actions to resolve issues and continually improve the service offered

* For new client opportunities, provide fit for purpose delivery solutions to successfully on board the customer with agreed service expectations

* Negotiate standard level agreements (SLA), tenders and terms, taking action to deliver these effectively
* Produce real-time client reports for senior management/internal stakeholders regarding account performance to inform ongoing client development strategy
* Develop client strategy plans that highlight key objectives, recommended actions and required areas of support in order to achieve set goals
* Escalate areas of concern, issues with processes, client feedback, training needs etc directed from the client, front or back-office to Line Manager for resolution
* Hold quarterly client business reviews to analyse performance

Collaboration

* Act as an expert partner to the business, managing all internal stakeholder relationships (front and back-office), providing feedback, setting expectations, influencing and challenging decisions, resolving issues in order to protect the client relationship

* Share skills, knowledge and experience with recruiters regarding how to engage and develop customers and effectively work in partnership with the client relationship function
* Work with internal stakeholders to create client proposals and presentations and support sales teams on client visits

* Where applicable, effectively brief the Candidate Acquisition Team on the vacancy requirements of the client and set up introductions to manage the candidate supply

* Interface and engage with the local delivery teams, Glasgow Resource Centre, Placement Support teams to ensure delivery against agreed benchmarks

* Identify opportunities for collaboration on industry-related initiatives and value-add activities to build on the client relationship

* Set targets for Account Coordinator, reviewing performance against customer scorecards
* Identify opportunities to involve key stakeholders to develop peer-to-peer relationships with the client for the benefit of the Group as a whole

SThree are committed to ensuring equal opportunities, fairness of treatment, dignity, work-life balance and the elimination of all forms of discrimination in the workplace for all staff and job applicants.