Client Services Account Manager

Devonshire; Sunderland; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading customer communications firm in Sunderland is seeking an experienced Client Services Account Manager to manage a prestigious client portfolio. The role involves building relationships, managing day-to-day queries, and supporting the delivery of new projects. The ideal candidate will have a background in BPO, excellent communication skills, and stakeholder management experience, ensuring client satisfaction and account growth.

Qualifications

• Experience within a BPO or Client Services industries.
• Strong stakeholder management experience both internal and external.
• High level of communication and analytical skills.

Responsibilities

• Build strong relationships with clients and manage escalations.
• Communicate day-to-day queries effectively with clients.
• Support project delivery for new assigned accounts.

Skills

Stakeholder management

Communication skills

Analytical skills

Line management experience

Job description

Our client, a leading customer communications company, is looking for a Client Services Account Manager to join their team in Sunderland.

Our client is a dynamic and forward-thinking organisation committed to revolutionising the way our clients do business. They specialise in digital transformation services, helping clients transition from traditional paper-based processes to cutting-edge digital solutions.

Based in Sunderland our BPO site is a busy and growing part of organisation.

We have exciting opportunities for experienced Account Manager’s to join the Client Service team. You will be responsible for the customer relationship management prestigious client portfolio from Financial Services, Consumer Goods, Utility, and telecommunications industries.

Success will be achieved through managing the client and internal stakeholders effectively, providing clear verbal and written communications. Growing and developing the client accounts, through existing service offerings, with sales increase and client satisfaction at the forefront.

Main Duties

• Build strong, collaborative, and positive relationships with clients at various levels, ensuring internal staff are involved as necessary. Take ownership and manage escalations effectively.
• Manage ‘day to day’ queries, communicating effectively written and verbally with the clients and internal stakeholders.
• Conduit between the client and the internal stakeholders, managing new product, project or change briefings from clients.
• Support project delivery for new assigned accounts from a client service perspective, supported by the project manager and team.
• Create monthly and quarterly management packs to present to clients in structured formal reviews, utilising the meetings to understand forecast, improvements, and growth.
• Produce detailed Management Information reports to the client informed of progress / status and performance, managing the client and paragon to the service levels within the contract.

Knowledge / Skills

• Experience within a BPO or Client Services industries
• Strong stakeholder management experience both internal and external
• Line management experience
• High level of communication and analytical skills