Client Servicing Manager
RemoteUnited Kingdom
Job Summary
Manage day-to-day client relationships and facilitate governance through regular service reviews, optimizing customer satisfaction and strengthening ties with EQCR stakeholders. Support the relationship lifecycle by handling contracting, Statement of Work management, invoicing, and license renewals while taking ownership of vendor governance processes like annual questionnaires and infosec submissions. Act as the initial escalation route for client issues, engaging with internal and external teams to ensure solution configuration meets business needs. Identify new revenue opportunities by offering complementary services such as resourcing, data, and consulting to existing clients. Maintain Business Continuity and Disaster Recovery approaches, including annual testing, and lead internal improvement projects within the consulting and implementations delivery portfolio.
Required Qualifications
- Education to degree level or equivalent, or demonstrate equivalent work experience
- Good knowledge of software delivery and support processes
- Comfortable hosting and facilitating meetings with diverse groups of stakeholders, both remotely and in person
- Excellent organisational skills with an ability to handle multiple complex and concurrent requirements within agreed timescales
- Good skills in MS Office
- 1+ years' experience within the IT sector
- Experience in software implementations and support across SaaS and/or on-premise applications
- Significant experience in managing client relationships
- Experience dealing with varied stakeholders including senior (C-Suite) execs
- Confident and engaging communicator across all levels of an organisation
- Excellent interpersonal skills with an ability to build effective relationships with a diverse range of stakeholders
- Ability to adapt to the demands in the moment, balancing time and priorities
- An analytical mindset with a keen eye for detail
- The ability to understand problems holistically and communicate well thought-out solutions
- Ability to solve problems independently
Desired Qualifications
- Knowledge of customer resolutions (complaints and remediation) processes, regulations and operations
- Experience within financial services, complaints or customer resolutions
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