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Client Relationship Manager Leicester, England

Wilmington plc

Full Time Leicester, England 30000 - 35000 GBP ANNUAL Today

Job description

Company Outline:

Job Role: Client Relationship Manager

Location: Hybrid - London or Leicester

Salary: £30,000 - £35,000

Fixed Term for 12 months

Why do we want you?

You have experience working in a client focused role such as Sales Support / Key Account / Client Relationship / Client Account / Account Executive type positions and you are now looking for a new challenge where you can truly support and pro-actively manage key accounts providing an exceptional customer journey.

We are Wilmington plc

Wilmington plc is a portfolio made up of a specialist brands providing custom solutions to customers across the globe from over 10 different offices. We provide a wide range of products including specialist information and data, and high quality training and education, to help professionals manage Governance, Risk & Compliance (GRC) and Regulatory Compliance challenges. Find out more about our core purpose and how we help our customers do the right business in the right way.

Our two divisions, Information & Data and Training & Education, are underpinned by the work of experts in their field, including data and technology specialists and highly skilled practitioners who deliver our training and education solutions.

Our ambition is to have the best people work with us at Wilmington, delivering their best work because we care about them, include them and empower them. We will support you, develop you and recognise you.

Mercia Group is one of the leading providers of training and support services to the UK accountancy profession, working with over 8000 firms nationwide and they are part of the Wilmington T&E division.

Main Purpose of Role:

The Client Relationship Manager is responsible for developing client relationships that promote retention and loyalty to the Mercia business and brand. We are looking for someone who is happy to work closely with our client’s, post-sale to ensure that they are satisfied with the solutions that have been co-created with the sales team and that they see a return on investment that delivers tangible business benefits to their organisation. The Client Relationship Manager will also need to provide input, based on data and experience, as to how we can improve the customer journey in all segments and all products to ensure increased levels of retention, as well as being involved in improving our NPS scores.

Skills and Experience Required:

Responsibilities:

Develops and maintains long term business relationships by serving as an internal advocate and client contact; essential that you can communicate effectively at all levels.
Owns the post-sales relationship with assigned clients across all products, including, but not limited to; onboarding clients, implementation of programmes and solutions, increase usage of all services that the client has paid for.
Maintains excellent client data, including recording all actions and conversations with clients in the relevant databases.
Meets and seeks to exceed all SLAs both internally and externally.
Serves as a day-to-day contact for assigned accounts/client segments.
Prepares reports and visuals for clients to demonstrate usage of services where appropriate.
Works closely with our Key and Senior Account Managers and have responsibility for the overall client spend and actively identifies additional sales opportunities to refer to sales.
Owns any complaints relating to service issues on their client accounts.
Able to have challenging conversations in order to provide the best service possible to clients, whilst balancing business goals.

Expectations:

This role calls for critical thinking, creativity, and a high level of personal accountability to do the right thing for the client and the business

Meets and seeks to exceed all SLAs both internally and externally - service delivery, onboarding and internal reporting
Meets annual client retention target.
NPS score improvement.
Receives regular positive client feedback on levels of service and satisfaction and can evidence this

The person in this role:

The Client Relationship Manager needs to be an absolute team player who understands and is proud of how vital their role is to the commercial success of the business.
They should display energy and tenacity and should be able to balance client needs against Mercia’s commercial objectives.
They should enjoy proactive client contact and not be afraid to pick up the phone, arrange a meeting or speak with any colleagues internally to resolve issues that are standing in the way of client success.
They should be a good listener, positive in the face of change and challenge and inspire trust with clients and colleagues alike.

The skills required:

A hybrid of soft and hard skills required to master technology and manage client relationships.
Intermediate Excel and knowledge of CRM Systems essential
Ability to problem-solve to get the root of any issues and take ownership to resolution.
Excellent written and verbal communication skills.
Exemplary personal organisation and time management skills
Ability to spot any opportunities to re-engage a member of the sales team - a natural growth mindset.
A high level of experience in client/customer success, gained in any environment.
Comfortable working across multiple departments to achieve joint goals.
Analytical and process orientated mindset.
Relevant academic qualifications
Salesforce experience
Desirable, but not a requirement: Accountancy Industry experience
Desirable, but not a requirement: Account management or sales experience

Wherever you are in your career and whatever your expertise, we look for people who:

are passionate about providing high quality solutions to our customers
love varied work that plays to their strengths while helping them develop
want to work together to learn, grow and achieve common goals
are excited to be part of a diverse and unique global community
who want to be recognised for the unique talents, experiences and insights they bring to Wilmington.

Before you go....:

Why join us?

We are a dynamic business, providing a huge number of products to a wide range of customers. We understand the power of diversity, and we celebrate the innovation and creativity that can be achieved through our own unique experiences, knowledge, and perspectives. We love to build teams that showcase our individuality and creativity, building our positive culture across our organisation.

Our work provides variety, development and the opportunity to be part of a community of over 700 colleagues in 8 countries worldwide. Our environment is encouraging, supportive, and committed to individual, business and team growth; one where people love to join and make an impact. We embrace new ideas and fresh thinking, we overcome challenges together, and we rely on each other to bring innovation to life. At Wilmington, we work hard to help each other grow and succeed.

What do we offer?

Joining Wilmington means you’ll be part of a dedicated team, committed to providing high quality services and support to our customers. Our people are empowered to learn and develop themselves, and being part of our team, we provide the opportunities for you to grow.

We offer a great core benefits package which includes performance related bonus, pension and life assurance. We also offer a flexible benefits package so you can tailor your benefits to suit you ie additional holiday purchase, healthcare, subsidised gym memberships, cycle to work schemes and discount vouchers.

We have a hybrid working framework that balances flexible working with providing the space for collaboration and learning from each other.

We care about the physical and mental health of all our colleagues. We provide an extensive range of wellbeing resources so that everyone feels supported, and has the best opportunity to do their best work.

The Legal Bit!

The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.