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Client Partner / Account Manager


2019-07-30 23:17:13

Job location Colchester, Essex, United Kingdom

Job type: fulltime

Job industry: I.T. & Communications

Job description

The 'face' of our Applicant Tracking System to our clients, you will provide outstanding levels of customer service, using your excellent communication skills - both written and verbal - to competently manage client expectations. You will also work closely with our Support and Project teams to ensure your understanding of all activity on your accounts is up-to-date. You will conduct regular system and process health checks; this will include monitoring system usage and proactively discussing any suggestions / enhancements that would benefit your client and improve the ATS experience for both them and their candidates.
There needs to be a willingness to learn and take almost fanatical pride in a job well done. As a really busy business with some big-name New Businesses coming on stream too then rolling your sleeves up and getting stuck in should be second nature.
You need a proactive, can do attitude; be someone that's happy to roll their sleeves up and get stuck into as much as possible and is not shy in coming forward. You also need to be someone that can get their head around systems.
You need to be great at:
* Client User Training
* Identification of opportunities, providing process advice / improvement opportunities for assigned clients; establishing and maintaining constant client contact through regular visits and calls
* Health Checks - what does good health look like for each client? Paired up with another CP as sounding board/look at improvement cross-clients
* Building client success stories
* Analysis of client queries and trends
* Raising comprehensive system tickets
* Communicating effectively and professionally with clients and colleagues alike, both verbally and in writing
* Being a great team-player but also able to work with a certain degree of autonomy
* Being able to support colleagues in the Support team as / if required with any incoming enquiries and handling responses where needed to revert back directly to the client
What success looks like:
* Being a system expert
* Client retention and satisfaction
* Regular client engagement
* Establishing and maintaining relevant documentation for all assigned clients
* Accuracy of data - complete and continually update account plans / client success stories
* Up-to-date overview of all client activity
* System health checks to be carried out regularly

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