Client Relationship Manager
Bishops Stortford, UKHybridFull-time
AI Summary
A Client Relationship Manager owns and manages a portfolio of client relationships, ensuring service expectations are met and acting as a trusted point of contact. They coordinate delivery with internal teams, monitor satisfaction, and recommend environment improvements.
About this role
We are seeking a proactive and client-focused Client Relationship Manager to own and manage relationships with a portfolio of clients. In this role, you will be responsible for maintaining strong client relationships, ensuring services meet agreed expectations, and acting as a trusted point of contact for advice and guidance.
You will work closely with internal teams to coordinate delivery, monitor client satisfaction, and identify appropriate improvements to client environments, balancing client needs with commercial responsibility.
Key Responsibilities
- Client & Relationship Management
- Own and manage a portfolio of assigned clients.
- Develop a strong understanding of:
- Client business operations and priorities
- Stakeholders and decision-makers
- Budget cycles and constraints
- Maintain a working understanding of each client’s IT environment, including:
- Connectivity and network overview
- End-user devices and lifecycle
- Cloud services and third-party applications
- Conduct structured client reviews (remote and in-person).
- Monitor client sentiment and satisfaction.
- Commercial & Delivery Responsibilities
- Identify and recommend appropriate improvements to client environments.
- Manage onboardings for assigned clients.
- Ensure clients meet ITVET Minimum Security Standards.
- Follow opportunities through from recommendation to delivery.
- Maintain accurate CRM and EDM data.
- Internal Collaboration
- Liaise with Service Desk, Projects, and Consultancy teams to ensure joined-up delivery.
- Act as an escalation point for client concerns where required.
Skills, Knowledge & Expertise
- Confident relationship builder.
- Commercially aware but client-first.
- Comfortable discussing risk, budget, and priorities.
- Strong organisational and communication skills.
- Experience working in a Managed Service Provider environment.
Benefits
- A supportive, inclusive workplace culture
- Pension
- Life Assurance
- Critical Life Cover
- 33 Days Holiday
- Gym Membership
- Eye and Dental Vouchers
- Breakfast/Lunch in office
- Perk Stack - Benefits platform
- Hands-on experience in a professional IT Managed Services environment
- Mentoring and support from experienced IT professionals
- Regular training and development opportunities
- Employee Assistance Programme
- Social Events
Skills
CRMEDM ToolsEnd-user DevicesGymIT Security StandardsIT Service ManagementManaged Service Provider EnvironmentNetwork ConnectivitySaaS Cloud ApplicationsService Desk Processes
