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Client Relationship Manager

Jumping Rivers is hiring!

About

Experienced in managing and strengthening relationships with key clients. The Client Relationship Manager will be responsible for ensuring high levels of client satisfaction, identifying opportunities for account growth, and acting as the primary liaison between clients and internal teams. The ideal candidate will have strong communication and problem-solving skills and be dedicated to maintaining long-term, successful partnerships. This role will spend a significant amount of time on client management, account growth, and problem resolution.

Job Description

Client Relationship Management - 40%

  • Serve as the primary point of contact for assigned clients, developing and maintaining strong relationships

  • Regularly engage with clients to understand their evolving needs, goals, and challenges

  • Ensure ongoing communication with clients to keep them informed and satisfied with the company’s services/products

  • Address client requests and concerns promptly and professionally

Account Growth & Upselling - 25%

  • Identify opportunities to grow client accounts by offering additional services or products that meet their needs

  • Collaborate with internal teams to create customised solutions that add value to clients

  • Lead discussions around contract renewals, ensuring long-term partnerships

  • Track client usage of services/products to identify opportunities for increased engagement

  • Develop strategies for upselling and cross-selling, presenting these to clients in a consultative manner

Client Onboarding & Implementation - 15%

  • Manage the onboarding process for new clients, ensuring smooth transitions and clear communication

  • Oversee the implementation process, ensuring timely delivery and setup

  • Coordinate with cross-functional teams (e.g., sales, product, support) to ensure client success during onboarding and throughout their relationship

Problem Resolution & Support - 10%

  • Act as the escalation point for client issues or complaints, ensuring quick and effective resolutions

  • Coordinate with internal teams to troubleshoot and resolve any problems that arise

  • Monitor client satisfaction regularly and address any emerging concerns

  • Create records of recurring issues and collaborate with teams to implement systemic solutions

Sales Strategy & Planning - 5%

  • Collaborate with the sales to develop client engagement strategies

  • Analyse client feedback and market trends to inform sales and relationship management tactics

  • Participate in strategic planning sessions to align client growth objectives with company goals

  • Prepare reports on client satisfaction, engagement, and account growth for senior leadership

Process Improvement - 5%

  • Continuously evaluate and improve client relationship processes to enhance efficiency and client satisfaction

  • Implement best practices for client communication, account management, and issue resolution

  • Work with other departments to streamline operations and improve client-facing processes

  • Stay updated on industry trends and client relationship management methodologies to improve performance

Preferred Experience

  • 3-5 years of experience in client relationship management, account management, or similar roles in a consultancy service

  • Proven track record of managing client accounts and growing business relationships

  • Excellent communication, negotiation, and interpersonal skills

  • Strong problem-solving abilities and a client-centric mindset

  • Ability to manage multiple accounts and prioritise tasks efficiently

  • Ability to identify and capitalise on opportunities for account growth

  • Excellent organisational skills and attention to detail

  • Adaptability and ability to work under pressure in a fast-paced environment

  • Analytical mindset with the ability to use data to improve processes and strategies

Recruitment Process

30 minute informal video interview

1 hour formal video of f2f interview (depending on location)

Additional Information

  • Contract Type: Full-Time
  • Location: Newcastle Upon Tyne
  • Education Level: Bachelor's Degree
  • Experience: > 3 years
  • Possible full remote
  • Salary: between 40000 and 50000 / year
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