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Client Relationship Manager (BPO)
Salary: Competitive Salary Dependent on Experience
Location: Home Working / On the Road (travel to London office 1-2 times per month)
Hours: 40 hours per week
Contract: Full Time, Permanent
Our client is a global leader in customer experience, operating in 26 countries across three continents, with over 200 sites and 130,000 employees speaking more than 30 languages. They are seeking a dynamic and results-oriented Client Relationship Manager to join their team and play a crucial role in driving revenue growth and fostering long-term client relationships. You will be responsible for managing existing accounts, identifying new opportunities, and ensuring client satisfaction across a portfolio of tech-driven CX solutions and BPO services.
Main Responsibilities:
- Act as the primary point of contact for assigned clients, building strong relationships and ensuring their satisfaction.
- Deeply understand client's business needs, objectives, and challenges, proactively anticipating their evolving requirements.
- Develop and maintain strong relationships with key stakeholders at various levels, including C-suite executives.
- Identify and pursue upsell and cross-sell opportunities within existing client accounts.
- Develop and execute strategic account plans aligned with revenue growth targets.
- Collaborate with internal teams to prepare and present tailored proposals and solutions that meet client needs.
- Work closely with operations, finance, and solution design teams to ensure seamless delivery of proposed solutions.
- Act as a liaison between the client and internal stakeholders to address issues, concerns, or new requirements effectively.
- Track account performance, revenue metrics, and client satisfaction levels.
- Prepare regular reports and updates for internal leadership on account status, opportunities, and risks.
- Utilise CRM tools to manage account data, pipelines, and client interactions.
- Stay informed about market trends, competitive landscape, and emerging technologies relevant to the contact centre and BPO industries.
- Share insights with internal teams to refine offerings and maintain a competitive edge.
Skills/Experience Required as Client Relationship Manager:
- Bachelor's degree in business, marketing, or a related field.
- Minimum of 5 years of experience in account management, client relationship management, or a similar role within the BPO or CX technology industries.
- Proven track record of growing revenue within existing accounts and achieving sales targets.
- Strong understanding of tech-driven CX solutions and their application within the contact center and BPO sectors.
- Exceptional communication, negotiation, and presentation skills.
- Proficiency in CRM tools and account management software.
- Ability to build and maintain strong client relationships at all levels.
- Strategic thinking and problem-solving skills with a results-oriented mindset.
In return for your hard work, our clients offers fantastic benefits, including:
- Pension Scheme
- Eye test vouchers and discounts
- Discounted corporate gym membership with Nuffield
- Involvement with local charities and fundraising days
- Campaign specific benefits including discounts, incentives and prizes
- Apprenticeships qualifications and career flight path schemes
- Recognition and reward schemes with Love to Shop Voucher rewards.
- Cycle to work scheme
