Client Services Manager

EX3; London; On-site; GBP 49,000 - 50,000; Full time

Job summary

A leading company in professional services is seeking a Client Services Manager in London to ensure client needs are met and services are optimized. The role includes managing relationships, overseeing service deliverables, and utilizing knowledge of SuccessFactors to support clients effectively. Candidates should have strong organizational and communication skills, along with relevant experience in a similar role.

Qualifications

• 3-5 years of related experience.
• Experience managing multiple clients and deliverables.
• SAP SuccessFactors Employee Central Certification preferred.

Responsibilities

• Act as liaison between clients and consultants, ensuring quality standards are met.
• Coordinate internal projects to increase customer satisfaction.
• Track client service metrics and facilitate service reviews.

Skills

Relationship building

Organizational skills

Critical thinking

Business Analysis

Education

Bachelor's Degree

Tools

Help desk ticketing systems

Job description

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The Client Services Manager is the key contact for our clients, ensuring their needs are being

met and helping them understand the full potential of our services. This ranges from support for

their SuccessFactors needs to individual offerings from EX3. They will act as a liaison

between the client, solution consultants, Client Engagement team, and SAP.

Duties/Responsibilities:

• Being familiar with the client, their systems, roadmap, environment, culture, plans, etc.
• Utilize working knowledge of SuccessFactors to help our clients navigate any questions that arise with the system.
• Tracking hours usage and recommending appropriate plan moves.
• Facilitate and lead weekly/ monthly service reviews
• Feed into Quarterly business reviews and attend reviews
• Liaison between client and consultants; monitoring all tickets regardless of assignment; Ensuring SLA's and quality standards are met and the product delivered in a timely manner
• Develop open and effective channels of communication with each client
• Coordinate internal projects and determine the best utilization of resources to increase customer satisfaction and efficiency
• Feed into the resourcing process to ensure customer calendar and periods of high demand can be managed effectively
• Be fthe irst point of contact and escalation for the customer
• Manage plan commercials and CRs
• Provide status updates.
• Responsible for plan renewal with sales as the key stakeholder
• Exploring additional opportunities and working with sales to develop into projects or plan CRs
• Ensure coordination between project work and ticket work to ensure impacts are minimised
• Plan and deliver large tickets/buckets of hours where multiple tickets may stretch over multiple weeks with multiple resources
• Coordinate release management updates and alignment to the customer's roadmap, making recommendations where possible to maximise the customer's investment in SuccessFactors

Required Skills/Abilities

• Relationship building
• Ability to think outside the box
• Organizational skills
• Working well with teams, both internal and external
• Excellent internal/external communication skills
• Critical thinking
• Business Analysis

Education and Experience

• 3-5 Years of related experience.
• Bachelor's Degree preferred.
• Experience working with a wide variety of clients.
• Experience managing multiple clients and multiple deliverables at the same time.
• Technical experience working with help desk ticketing systems
• SAP SuccessFactors Employee Central Certification preferred.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Consulting, and Management

• Industries

  Professional Services, IT Services and IT Consulting, and Business Consulting and Services

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