Customer Success Relationship Manager
4 days ago
**Job Summary:**
We are seeking a dynamic and client-focused Customer Success Relationship Manager to join our team in the IT staffing and recruitment industry. In this role, you will be responsible for building strong relationships with clients, ensuring their satisfaction, and driving success by delivering exceptional service, addressing client & staff concerns, and maximizing retention while identifying opportunities for growth.
About the Role:
- Foster strong, long-term relationships with assigned clients.
- Understand clients' hiring needs, business goals, and organizational challenges.
- Conduct regular check-ins with Co-Workers to gather feedback & help in day-to-day needs.
- Lead the Clients onboarding process.
- Assist Co-Workers in refining communication.
- Ensure seamless integration of hired candidates into the client's organization.
- Track and report key performance metrics as per client requirement.
- Address and resolve client concerns regarding Smart Workers outcomes or service delivery.
- Collaborate with internal teams to continuously improve recruitment strategies and service levels.
- Suggest improvements & ideas to improve churn rate based on analytics and best practices.
- Identify upselling or cross-selling opportunities to offer additional services or solutions.
- Work closely with HR and recruitment teams to relay customer needs and suggestions for new features.
- Monitor client health to identify and mitigate risks of disengagement.
- Drive client & Co-Worker satisfaction & lower churn rate by demonstrating the value of the partnership through results and proactive communication.
- Build strategies to grow client accounts along with sales.
- Maintain accurate records of customer interactions, support issues, and feedback in our customer relationship management system.
- Create and present reports and insights regarding customer accounts and performance metrics to management.
Requirements:
- Strong interpersonal and communication skills to build trust and maintain positive relationships.
- Ability to address challenges effectively and find mutually beneficial solutions.
- Capable of tracking and interpreting key performance metrics to drive results.
- Familiarity with customer handling, HR norms, relationship management, and talent market trends.
- A forward-thinking attitude with the ability to anticipate client needs.
What We Offer:
- An estimated salary of £40,000 - £55,000 per year, depending on experience.
- Full medical insurance provided.
- Laptop provided.
- Learn and Grow: Learn from highly skilled UK colleagues and other Smart Workers in our active and useful forums.
- Become part of the Smart Working family: Take part in games and quizzes, network with like-minded, ambitious and friendly colleagues.
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