Client Relationship Manager

Client Relationship Manager : Specialist Services Contractor :

Field & Office based Location : Southern Home Counties, South Coast and South Greater London

Fantastic opportunity has arisen for a Client Relationship Manager to join a Specialist Services Contractor, established over 35 years ago, experiencing positive growth, currently boasting a Turnover of circa £30m.  The business offers a broad range of solutions including robust maintenance programs for drainage, plumbing and pumps.  Providing National reactive emergency coverage for a range of issues. offering technical diagnostic services, including drainage mapping, water testing, CCTV surveying, flows and loads analysis and site inspections. The business undertakes complex installation and system upgrades for hydraulic and flow infrastructure. 

The Role 

The purpose of the role is to strengthen the existing Account management team and foster lasting relationships with customers.  The client is seeking a Client Relationship Manager to lead a designated customer portfolio, prioritising and maintaining It, focussing on increasing revenue by delivering exceptional customer service and ensuring client satisfaction. The role entails finding untapped opportunities within the portfolio and converting them into customers by expanding contacts and engaging new departments. There will also be a focus on new business development.

Duties and Responsibilities

The role entails a diverse range of responsibilities aimed at fostering customer relationships and driving portfolio growth. The primary responsibilities and duties encompass:

* Arrange and proactively participate in meetings with the existing customer base.

* Identify Facilities management (FM) opportunities within their current customer portfolio and seek referrals to facilitate portfolio expansion.

* Cultivate and nurture enduring customer relationships to ensure long-term satisfaction and loyalty.

* Capitalise on referrals to discover fresh leads and also enhance the clients’ customer base.

* Ensure prompt and timely delivery of quotes and proposals.

* Oversee major projects to guarantee customer satisfaction and address any concerns that may arise.

* Foster strong internal relationships with the Team for seamless collaboration.

* Present proposals to customers in a clear and concisemanner.

* Continually explore avenues to enhance the overall customer experience.

* Gain a thorough understanding of client budgets and project timelines.

* Provide valuable insights on industry activity to support strategic decision-making.

* Offer comprehensive, professional, and expert advice and solutions to existing and prospective customers.

* Introduce customers to new innovations and services, keeping them informed of the latest offerings.

* Serve as the primary escalation point for customer issues, collaborating closely with the relevant teams to resolve matters promptly and positively.

* Coordinate with staff members working on the same accounts to ensure consistent service delivery.

Qualifications & Key Attributes

* Initiative-taking and highly organised, demonstrating strong initiative.

* Possess an in-depth comprehension of value and solution selling, along with a demonstrated track record of successfully closing deals.

* Exceptional time management skills, ensuring efficient task prioritisation and adherence to deadlines.

* Adept at finding untapped business opportunities within existing customer base, leveraging referrals, and exploring additional sites or works.

* Diligent, with a positive and proactive attitude towards work.

* Committed to meeting targets and delivering results within specified timelines.

* Takes ownership of situations and actively engages relevant stakeholders for support and resolution.

* Excellent active listening, negotiation, and presentation skills, enabling effective communication with clients.

* Good verbal and written communication abilities, with a focus on clarity.

* Natural relationship builder, known for conducting business with integrity, reliability, and maturity.

* Strong prioritisation skills, adept at managing competing tasks and allocating resources effectively.

The candidate should be:

* Experienced in managing and updating CRM systems.

* Proficient in Microsoft Office and comfortable using computers.

Beneficial Experience

* Previous experience in the drainage industry.

* Engineering background.

* Prior Sales experience within Property Management, FM, or M&E markets.

* A background in account management, sales, or business development

* Ability to deliver client-focused solutions tailored to customer needs.

Salary & Benefits : £40,000-£45,000 basic, negotiable based on experience. OTE £70,000 – Uncapped bonus scheme. Company Car or Car allowance.