Client Engagement Manager

Description:

We are seeking a Client Engagement Manager to enhance our client relationships through active engagement and support. This role is crucial in ensuring our clients effectively use our platform to its fullest potential and are satisfied with their experience. We are looking for someone with raw talent over experience.

Key Responsibilities

● Client Onboarding: Efficiently onboard new clients, ensuring their accounts are configured and the users are comfortable with our platform

● Account Configuration: Regularly update user accounts with the latest features, ensuring customers benefit from all available tools

● Training: Conduct training sessions for both new and existing customers to maximise their platform proficiency ● Account Reviews: Perform monthly reviews of customer accounts to monitor platform use and identify usage trends ● Support Tickets: Respond promptly to customer support tickets, providing thorough resolutions and exceptional service

● Subscription renewal: Manage the process of annual contract renewals

● Customer Success: Nurture relationships with client decision-makers and advocates to support the process of annual contract renewals

● Upselling: Identify opportunities for upselling within existing accounts; e.g. other clients within a group

Optional Responsibilities

● Assist the sales team by contributing to proposals and reviewing tenders from upcoming portals

● Implement and manage automated campaigns within our CRM system to streamline customer interactions and operational efficiency

● Assist with reconciling usage statistics as needed to maintain accurate account standings

● Update and refine training materials and our online help hub to ensure they are current and effective

● Support the sales team by reviewing and completing security questionnaires

Qualities

● Must be eligible to work in the UK

● No specific experience or qualifications are required; we value intelligence, passion, and a strong desire to be part of a scaling company

● Empathy and ability to build rapport

● Strong analytical skills to analyse data trends and customer interactions

● Independent initiative and ability to manage multiple tasks and priorities in a dynamic environment