Client Services Manager
As Client Services Manager at Kineo, you'll represent our external customers, ensuring their requirements and ongoing hosting and support needs are understood and fulfilled to agreed standards. You'll build lasting relationships, establishing an ongoing strategy to ensure the clients’ implementation remains successful, with accountability for customer satisfaction, retention and profitability.
About The Role
You'll proactively build and maintain client relationships, ensuring confidence in provided services and a thorough understanding of evolving client needs. Acting as primary escalation point for assigned clients, you'll ensure any questions or concerns are acted upon efficiently and professionally, in alignment with Kineo’s policies and values. You'll provide a seamless client experience through effective collaboration with our internal team of Solutions Consultants, and our Learning Content and Learning Platforms functions.
The role will act as gatekeeper for newly assigned clients transitioning to the Client Services function; ensure deliverables are deemed ‘fit for purpose’ before transition into Early Life Support, with accompanying contract and sufficient technical and functional documentation. You'll take accountability for ensuring members of the Client Services function are regularly updated on the status of all assigned client accounts - client needs and future plans, for example.
You'll need experience of providing client-facing services, ideally in a technical discipline, and of working within a software services or software development environment. You'll also need exposure to working with a range of business types and sizes, including large matrix organisations, and a good awareness of open source software and online communities. With a practical knowledge of Learning Management Systems, Content Management Systems, or other Web technologies, you'll have strong verbal and written communication skills and the ability to present technical information in a “plain English” way.
Needless to say, you'll have an absolute commitment to the provision of excellent customer service and focus, great commercial awareness, and the ability to communicate with all levels of staff. Finally, you must have proven relationship management skills.