Client Relationship Manager

Who we are:

ROCK is a market leading Tech Consultancy based in Bridgend with offices and clients spanning the whole of the UK. With the opportunity to work with household name clients and make a big impact in a short space of time, ROCK offers a unique career path with over 70% of our team progressing within their first year in the business.

What we are looking for:

We're looking for a Client Relationship Manager to be responsible for building and maintaining strong relationships with clients to ensure long-term satisfaction and loyalty. The CRM acts as the primary point of contact between the client and the company, understanding their needs and addressing concerns to ensure a high level of client satisfaction.

Overall, the Client Relationship Manager is a key player in ensuring client satisfaction and loyalty and is responsible for building and maintaining strong relationships with clients while working closely with internal teams to deliver customized solutions that meet their needs.

Key responsibilities:

• Develop and maintain strong relationships with clients to ensure long-term satisfaction and loyalty.
• Act as the primary point of contact for clients, responding promptly to inquiries and addressing concerns.
• Collaborate with internal teams to ensure client needs are met and issues are resolved in a timely and effective manner.
• Provide regular updates to clients on the status of their accounts and projects.
• Lead client meetings and presentations, delivering information in a clear and compelling manner
• Identify and escalate potential issues or concerns to management as appropriate.
• Develop and execute client retention strategies to ensure long-term client loyalty and satisfaction.
• Conduct regular check-ins with clients to understand their needs and address any concerns or issues.
• Develop and maintain a thorough understanding of the client's business and industry.
• Develop and maintain a deep understanding of ROCK’s services to effectively communicate their value to clients.
• Act as an advocate for the client within the company, ensuring that their needs are understood and addressed.
• Monitor and analyse client feedback to identify opportunities for improvement in products, services, and processes.
• Work with the Finance team to manage client contracts, ensuring compliance with agreed-upon terms and conditions.
• Maintain accurate records of client interactions and provide regular reports to management as required.

Essential experience, knowledge, and skills:

• Proven work experience in a Customer Relations or a similar role.
• Excellent writing skills.
• IT/Computer literacy (particularly MS Word, Excel, OneNote, web-based systems)
• Excellent interpersonal and communication skills, with the ability to build strong relationships with clients and internal teams.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.

Desirable skills:

• ITIL knowledge/Certified
• Client reporting and SLA Management
• Experience of working within a Managed Service environment

What can we offer?

• Flexible working approach – Hybrid or office based
• 25 days annual leave plus bank holidays
• Death in Service
• Income Protection
• Enhanced Sickness Scheme
• Employee Referral Programme
• Employee Assistance Programme
• Award winning ROCKstar culture
• Annual well-being allowance
• 50% off gym memberships
• Cycle to work scheme
• Free on-site parking
• Casual dress code

If you feel like you’re a great match and would like to know more, please get in touch! We would love to hear from you.

Job Types: Full-time, Permanent

Salary: £25,000.00-£30,000.00 per year

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Bridgend, CF35 5LJ