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With good attention to detail and a head for numbers you’ll be collecting, analysing, and presenting data to internal and external stakeholders on a range of subjects.
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Working in User Research & Relationships means you’ll focus on building, managing, and utilising relationships with people, clients, and users at all levels.
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Experienced in managing and strengthening relationships with key clients. The Client Relationship Manager will be responsible for ensuring high levels of client satisfaction, identifying opportunities for account growth, and acting as the primary liaison between clients and internal teams. The ideal candidate will have strong communication and problem-solving skills and be dedicated to maintaining long-term, successful partnerships. This role will spend a significant amount of time on client management, account growth, and problem resolution.
Client Relationship Management - 40%
Serve as the primary point of contact for assigned clients, developing and maintaining strong relationships
Regularly engage with clients to understand their evolving needs, goals, and challenges
Ensure ongoing communication with clients to keep them informed and satisfied with the company’s services/products
Address client requests and concerns promptly and professionally
Account Growth & Upselling - 25%
Identify opportunities to grow client accounts by offering additional services or products that meet their needs
Collaborate with internal teams to create customised solutions that add value to clients
Lead discussions around contract renewals, ensuring long-term partnerships
Track client usage of services/products to identify opportunities for increased engagement
Develop strategies for upselling and cross-selling, presenting these to clients in a consultative manner
Client Onboarding & Implementation - 15%
Manage the onboarding process for new clients, ensuring smooth transitions and clear communication
Oversee the implementation process, ensuring timely delivery and setup
Coordinate with cross-functional teams (e.g., sales, product, support) to ensure client success during onboarding and throughout their relationship
Problem Resolution & Support - 10%
Act as the escalation point for client issues or complaints, ensuring quick and effective resolutions
Coordinate with internal teams to troubleshoot and resolve any problems that arise
Monitor client satisfaction regularly and address any emerging concerns
Create records of recurring issues and collaborate with teams to implement systemic solutions
Sales Strategy & Planning - 5%
Collaborate with the sales to develop client engagement strategies
Analyse client feedback and market trends to inform sales and relationship management tactics
Participate in strategic planning sessions to align client growth objectives with company goals
Prepare reports on client satisfaction, engagement, and account growth for senior leadership
Process Improvement - 5%
Continuously evaluate and improve client relationship processes to enhance efficiency and client satisfaction
Implement best practices for client communication, account management, and issue resolution
Work with other departments to streamline operations and improve client-facing processes
Stay updated on industry trends and client relationship management methodologies to improve performance
3-5 years of experience in client relationship management, account management, or similar roles in a consultancy service
Proven track record of managing client accounts and growing business relationships
Excellent communication, negotiation, and interpersonal skills
Strong problem-solving abilities and a client-centric mindset
Ability to manage multiple accounts and prioritise tasks efficiently
Ability to identify and capitalise on opportunities for account growth
Excellent organisational skills and attention to detail
Adaptability and ability to work under pressure in a fast-paced environment
Analytical mindset with the ability to use data to improve processes and strategies
30 minute informal video interview
1 hour formal video of f2f interview (depending on location)
Contract Type: Full-Time Location: Newcastle Upon Tyne Education Level: Bachelor's Degree Experience: > 3 years Possible full remote Salary: between 40000 and 50000 / year
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