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Client Success Manager

Ref code: NYC99094324
Customer Service & Call Centre, Office Support, Procurement
£40k per year
Birmingham, West Midlands, England
Permanent
Hybrid Working
Applications Closed

WV5

Client Success Manager 

£40k

The Service Management team are fundamental to Oxygen's proposition. You and the team are responsible for managing a portfolio of operational clients throughout the UK - to drive performance, ensure and improve service delivery, operational performance, earnings and support. Led by our Director of Service Delivery, the UK wide team collaborates closely with Oxygens other core functions including Implementation and Programmes, Supplier Engagement, Sales and Marketing. In addition to our internal functions across Data and Technology.

Employee Benefits
- Eligible for discretionary bonus scheme 6 months after service - based on individual and company performance
- Private Medical Insurance - Individual Cover (Aviva)
o Full outpatient services
o Routine and GP referral services
o Dental cover (up to £450 routine cover)
o Optical cover (up to £250)
o Mental Health cover
o Digital GP
o Up to 25% gym discounts
o Stress counselling helpline
- Life Assurance 4x cover (Unum)
- Pension (Aviva) Automatically enrolled - 5% employee monthly contribution, 4% employer monthly contribution - administered through optional salary sacrifice scheme
- Electric Car Scheme (Salary Sacrifice)
- Cycle to work scheme
- Charitable giving scheme

Duties & Responsibilities
- Manage all elements of the client relationships and accounts including:
o Establishing and maintaining Client Relationships at all levels through first class engagement;
o Documenting and executing a Client Account and Stakeholder Management Plan;
o Measuring Client Satisfaction through an annual review process;
o Delivering monthly Service Reviews and quarterly Steering Groups;
o Managing a sourcing and opportunity pipeline alongside clients;
o Handling escalated concerns or requests;
o Delivering service in line with contractual SLAs and client expectations
- Deliver internal revenue in line with annual budgets
- Drive continuous improvement through identifying areas for improvement using reporting and internal experts
- Act as the Voice of the Client during internal meetings or activities (such as inputting to technology and data requirements sessions)

Key Partner Relationships:
- Clients (director/executive level)
- Oxygen SME's and Supplier Engagement managers
- Internal teams
- Third party service providers
- Company matched charity giving (up to £250 per employee each year)
- Annual Leave - 25 days + Bank Holidays
o Additional day leave for Christmas Holidays (half day Christmas Eve & half day New Year's Eve

Call Nikki on 07540 942 901