Senior Client Manager

Procentia; Bristol; On-site; GBP 50,000 - 70,000; Full time

Job summary

A software and technology company is seeking a Senior Client Manager in Bristol to manage insurance clients in the Pensions Risk Transfer market. This role involves nurturing client relationships, leading contract management, and mentoring other Client Managers. The successful candidate will have over five years' experience in relationship management and excellent communication skills, with a focus on commercial success alongside client satisfaction. The position offers competitive benefits including 25 days of holiday and private medical insurance.

Benefits

25 days holiday plus public holidays

Buying and Selling holiday

Volunteer day

5% Employer contribution pension

Life Assurance

Private Medical Insurance

Employee Assistance Programme (EAP)

Health care cash plan

Electric Car Leasing scheme

Qualifications

• Proven relationship management both externally and internally.
• Experience with complex clients in financial services or IT environments.
• Strong communication skills to convey complex information simply.

Responsibilities

• Manage a portfolio of large insurance company clients.
• Nurture relationships, address issues, and create opportunities.
• Lead complex contract management, ensuring compliance and service levels.

Skills

Relationship management

Five years' experience in service delivery

Customer-focused role

Excellent communication skills

Leadership and mentoring

Organisational skills

Negotiation and influencing

Job description

About us

Procentia is an award-winning software and technology company specialising in the Pensions and Bulk Purchase Annuities market. We design intelligent solutions that put administrators and members at the heart of any pension scheme.

Established in 2002, we’re renowned for our web-based pensions administration and management system, IntelliPen. Our platform helps clients meet the demand for self-serve technology and provide meaningful consumer‑like experiences expected from online platforms.

Trusted by administrators, employers and trustees, our software is widely regarded as the most comprehensive and feature‑rich platform for modern pensions management.

IntelliPen comprises a suite of integrated modular systems that streamline processes from new member registration to online self‑serve retirement, and enables collaboration on the same workflows. It delivers up to 90% time and cost efficiencies by automating member retirements, validation, benefit calculations, reporting and pensioner payroll.

With offices in the UK and North America, we support some of the largest pension schemes and plans across the private and public sectors.

We've been named 'Pension Technology Firm of the Year 2024' at the Pensions Age Awards, and voted ‘No.1 UK Pension Administration Software Provider’ in 2022 and 2023.

Procentia People are a community of passionate specialists dedicated to developing best‑in‑class software solutions and client service. We’re a vibrant assortment, everyone is welcome here.

The job

As a Senior Client Manager you’ll be managing our insurance company clients who operate in the Pensions Risk Transfer market. You’ll also be a point of reference and mentor to the other Client Managers, providing guidance and support with a friendly and positive attitude.

A successful Senior Client Manager will always seek out the win‑win situation for us and our clients, whilst always thinking commercially. You’ll use data to track the service we provide to clients and analyse it to spot trends and insights. You’ll continually improve how we deliver our services by regularly reviewing those trends and insights, and work with the team and Sales and Client Director to make things even better for our clients.

Here's what you'll be doing:

• Day‑to‑day managing a number of large insurance company clients, so this includes being their main point of contact and trusted advisor, updating them and us where we need to, generally being a good ear for their problems and turning these into wins and opportunities for us.
• You will nurture strong relationships with your clients. That might be continuing good relations, fixing ones that are under strain, building new relationships with new people in existing clients or with brand new clients.
• Communication is critical to this role, so you’ll need to ace this. You’ll be brilliant at using communication to pour oil on troubled waters, to make complex information easy to understand, to present information in the best way for your audience, and use different ways of communicating effectively (email, phone calls, face‑to‑face meetings, videoconferencing, client hub etc).
• You have a good grasp of our software and a deep understanding of the pensions risk transfer industry so you can speak the language of our clients and our business. You don’t need to be an expert, but you do need to be able to represent our clients internally and manage work for them.
• You will lead the management of complex contracts and their obligations, including monitoring service levels, KPIs, and compliance requirements.
• You’ll collaborate with internal delivery, legal, and finance teams to ensure contractual commitments are delivered on time and within scope.
• You’ll manage renewals, variations, and change requests in line with agreed governance processes.
• You’ll identify risks and opportunities within the contract and escalating as required.
• You’ll produce and present regular reporting to the client and senior stakeholders, in line with contractual obligations.

Key skills and experience:

• Relationship management: externally with running our relationships with clients, and internally representing clients within our business.
• More than 5 years’ relationship management or service delivery experience, including large or complex clients.
• Experience working in a customer‑focussed role, preferably in a pensions risk transfer, financial services or IT environment. Commercial awareness and able to balance commercial success with client success.
• Excellent communication skills – written & verbal, and great at translating complex information into simple and intuitive content.
• Leadership skills and people management – able to mentor and support a team of client managers and potentially take on Line Management responsibility.
• Excellent organisation skills both of oneself and others. Has a focus on meeting deadlines, prioritising work and dealing with change. Able to deal with lots of things going on at once.
• Negotiation & influencing skills – commercially and functionally to get work done.

Lets talk about what's in it for you...

• 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week
• Buying and Selling holiday (up to 1 week)
• Volunteer day
• 5% Employer contribution pension
• Life Assurance
• Private Medical Insurance
• Employee Assistance Programme (EAP)
• Health care cash plan
• Tusker – Electric Car Leasing scheme

Don’t meet every requirement? We know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people, and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement.

At Procentia, we’re committed to building a diverse, inclusive workplace where everyone can thrive. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You could be a great fit for this role or another opportunity within our team.