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 of Client RelationshipsCustomer relationship follow-upPromote positive customer perceptionGenerate and provide statistics and reports to clientPrepare and attend client steering committeesPrepare and participate in external audits (clients audits)Write steering committee minutesBe 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, claimsIdentify and update Client organization (charts, decision levels and process)Understand the services/solutions provided to the customerCommercial / Contractual: Understand and know contracts (incl.
MSA) (documents library maintenance and update), validate if requested (incl.
SLA commitment and billing item)Collate and generate monthly invoicesRenew expiring contractsInterface with delivery teamsCollaborate across teams to achieve daily, weekly and longer-term goalsFollow-up SLA and quality report internally, initiate/suggest improvements when neededProfitability follow-upAnalyse Actual vs Forecast per billing itemSupport Management/Sales for invoicing communication and reportEscalate to management when decrease of revenue/profitability or in case of low or negative profitabilityBusiness Development: Identify potential new business lines for the company with existing and potential ClientsUnderstand business case requirements for new business proposalsWork with senior management in bid preparationSolutions and services promotionPromote services and solutions to customersSell add-ons and/or new servicesBenefits that you can expect: Competitive salaryPension, matched by employer up to 6%Private health insurance Irish Life HealthGuide 223 days Annual LeaveAllocated parkingIf you can demonstrate the above experience and skills, please do apply to this position.
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