Client Success Director

TN United Kingdom; Greater London; On-site; GBP 45,000; Full time

Job summary

An established industry player is seeking a Client Success Director to lead the delivery of top-tier consultancy services. This dynamic role involves overseeing technical aspects of contracts and ensuring exceptional service to key clients. You will manage client relationships, identify upselling opportunities, and coordinate with internal teams to ensure quality service delivery. The ideal candidate will have a NEBOSH H&S Diploma and at least 5 years of experience in Health and Safety or Fire Safety. Join a forward-thinking company that values professional development and offers a supportive work environment.

Benefits

25 days annual leave

Health cash plan

Gym discounts

Cycle to work scheme

Pension scheme

Family leave enhancements

Volunteer days

Social events

Professional development support

Qualifications

• 5+ years of experience in Health and Safety, Fire Safety, or related fields.
• Strong client success and relationship management skills.

Responsibilities

• Manage client inquiries and maintain strong relationships.
• Coordinate with internal teams to ensure quality service delivery.
• Lead and develop team members, providing consultancy services.

Skills

Health and Safety Expertise

Client Relationship Management

Problem Solving

Excellent Communication

IT Skills (Excel, Word, PowerPoint)

Education

NEBOSH H&S Diploma

Tools

Relevant Software Systems

Job description

The provided job description is comprehensive and well-structured, but it can be improved in terms of formatting and focus. Minor edits will enhance readability and clarity, especially by ensuring consistent use of HTML tags and removing redundant or less relevant details. Here is a refined version:

Client Success Director

About the role

As our new Client Success Director, you will lead the delivery of top-tier consultancy services to key clients, overseeing technical aspects of contracts and ensuring exceptional service. This dynamic role requires expertise in health and safety/fire safety (or relevant technical knowledge), working closely with property management clients and internal teams, including Service Directors, Technical Managers, and the Helpdesk team.

You will balance business administration with strategic responsibilities, ensuring timely service delivery within budget, identifying upselling opportunities, and managing client relationships professionally. Responsibilities include drafting fee proposals, reviewing pricing strategies, and managing debt to foster long-term success for clients and the company.

Key responsibilities

• Manage client inquiries and communications, maintaining strong relationships and understanding client needs.
• Coordinate with internal teams to ensure quality reports and adherence to SLAs and standards.
• Oversee technical responses to H&S/Fire enquiries, updates to templates, and client meetings.
• Utilize relevant software systems, coordinate with IT and development teams to resolve issues, and enhance software functionalities.
• Lead and develop team members, including new starters, and undertake direct consultancy services when needed.
• Assist in developing internal safety systems, mobilizing new contracts, and managing financial forecasts and client debt.
• Gather and analyze client feedback, prepare reports, and implement improvements.

Requirements

The ideal candidate will demonstrate:

• NEBOSH H&S Diploma or equivalent with at least 5 years’ experience advising on H&S, Fire Safety, Asbestos, or Legionella.
• Strong client success and relationship management skills.
• Excellent IT skills, including Excel, Word, PowerPoint.
• Ability to work independently, proactively solve problems, and travel as needed (approximately 60% home-based).
• Excellent verbal and written communication skills, capable of engaging stakeholders at all levels.

Desirable qualities

• Ability to deliver training courses.
• Knowledge of FM/Property Management.

What we offer

• Salary: £45k + £5.5k car allowance + bonus.
• Location: Home-based with travel requirements.
• Benefits include: 25 days annual leave, health cash plan, gym discounts, cycle to work, pension scheme, family leave enhancements, volunteer days, social events, and professional development support.