Title: Client Success Manager
Location: British Assessment Bureau, Kings Hill, West Malling
Type: Permanent (hybrid working )
Do you enjoy building & maintaining relationships with customers? Do you have previous customer service experience? This could be the role for you. It’s an exciting chance to join our Client Services team. Here’s an outline of what the role involves :
Job Purpose:
To deliver guidance and support to BAB clients enabling them to successfully progress through to completion of their ISO certification within a defined timeframe. The goal is that all clients achieve certification in a timely manner in line with the business targets, contributing to the Group 3YP.
Accountabilities:
Resourcing
- Develop and maintain relationships with clients that have started their ISO journey. Closely monitor their progress and regularly liaise with them to ensure momentum is maintained to achieving certification.
- Develop and maintain a thorough understanding of Activ and Activ Comply, providing the client with guidance of the platform and how it can support their organisation and ISO journey.
- Acquire a thorough understanding of common client concerns and tailor your approach as required to uphold client satisfaction levels in line with business KPI’s.
Delivering
- Using resources made available to you, offer support to clients to build their understanding of how best to achieve their ISO standard within BAB’s and the client’s target date.
- Resolve any issues and problems raised by clients and deal with complaints effectively and efficiently in line with business KPI’s to maintain trust and client retention targets.
- Serve as a link of communication between clients and the relevant internal stakeholders, highlighting any concerns and looking at opportunities to improve the client journey.
- Monitor clients ST1 to ST2 progress using Activ or BABCOM as appropriate and regularly liaise with clients to ensure certification achieved in line with business KPI’s, enabling the business to achieve its targets and 3YP.
- Use MyActiv as a tool for the client where appropriate and propose solutions to meet the client objectives.
Reporting
- Provide regular feedback to the Client Services Manager and Senior Management Team on client progression, highlighting any concerns enabling the business to respond proactively when required and prevent any issues.
- Monitor and analyse client progression from ST1 to ST2 and provide feedback to the Client Services Manager on any areas of concern ensuring we can proactively support clients to achieve certification in line with business KPI’s to support the delivery of the budget and 3YP.
Success criteria:
To successfully support clients through to achieving their ISO certification by closely monitoring their progression from Stage 1 to Stage 2 completion using all resources available including Activ and Activ Comply. Maintaining excellent client relationships and constantly reviewing the stage 1 to stage 2 client journey.
Context:
The CSM is accountable through the business cycle for:
- Monitoring client progression from stage 1 to stage 2 completion in line with business KPI’s and targets.
- Building excellent working relationships with internal and external stakeholders and continuously reviewing Client Success progress.
- Providing regular feedback to all key internal stakeholders to maximise the client experience and business objectives.
Competencies:
High-level behavioural indicators
- Highly motivated to deliver results – tenacious and resilient. Follows through to achieve targets and objectives.
- High levels of integrity and professionalism when dealing with clients.
- Proven ability to learn and understand new software platforms and how they can support clients to success.
- Strong verbal and written communication skills – collaborates across teams effectively.
- Demonstrates critical thinking and problem-solving skills offering effective solutions for clients.
Salary & benefits:
- Up to £26,000 DOE
- 25 days annual leave, plus bank holidays
- Bike to work scheme
- Employee Assistance Programme
- Paycare Health scheme
- Pension Scheme
- On-site free parking
- 9am -5pm (Hybrid working)
How to Apply:
If you’re ready to take on this exciting opportunity, please submit your CV and a cover letter outlining your relevant experience to [email protected]. We look forward to hearing from you!
At Amtivo, we are dedicated to fostering a diverse, equitable, and inclusive environment where authenticity thrives. We believe that true collaboration stems from valuing every individual’s unique perspective and experience. Our commitment to agility empowers us to adapt and innovate, driving superior performance. Upholding the highest standards of integrity, we strive to create a workplace where everyone feels respected, valued, and inspired to contribute their best.
Amtivo Group is an Equal Opportunities Employer. The organisation provides equal employment opportunities regardless of ethnic origin, gender, nationality, religion, physical ability, sexual orientation, marital status, parental status, or medical history.
Due to the high volume of applications we receive we are not always able to provide individual feedback. We aim to contact applicants within 14 days if selected for interview.
