London, UK | Job Posted 03/02/2017
The Client Manager is the lead for all service related management for our clients and acts as the main point of escalation for Thomsons delivery teams. They are accountable for Client satisfaction of our services, and will often work either outright owning a client or in conjunction with a colleague on larger more complex clients.
The Client Manager delivers the strategic client plan for each Client in their client bank, working to client relationship, retention and revenue targets.
Developing a close working relationship with key stakeholders at the Client to provide consultative support throughout the ‘Manage & Use’, ‘Guide & Deploy’ and ‘Adapt & Resolve’ phases of the Client journey.
Leads or, jointly owns clients, depending on experience.
Uncovers and understands the Client’s strategic business objectives, and well as those of individual stakeholders
Translates and articulates the value of Thomsons against the Client’s individual and strategic business drivers
Establishes a rolling, joint 1- 3 year strategy plan for both the Client & Thomsons
Ensures that Client Retention, Pulse and Revenue targets are achieved.
Holds relationships with all the key decision-makers at their Clients.
Ensures all actions, issues and projects are appropriately managed and communicated via action logs, scoping documents and regular Client calls.
Questions & listens to Clients to identify problems and creates and implements appropriate solutions.
Acts as the Client champion internally. Owns Client issues to resolution. As the operational lead the Client Manager is ultimately accountable for service delivery to our Clients.
Completes all Client Planning activity and owns service milestone tracking to ensure we deliver and report back achievements to our Clients.
Prepares for and attends Client meetings as required.
Delivers technical guidance, best practice advice and Management Information around Darwin use (shows Clients against competitors, demonstrates trends, shares personal knowledge)
Assists with and at Client events
Delivers thought leadership including guidance, best practice and benchmarking. Acts as a trusted partner, knowledgeable on the Client and their sector, the benefits industry and Thomsons
Ensures Thomsons Delivery Teams working with the Client are aware of the Client’s drivers and needs
Proactively works with all Thomsons delivery teams to ensure all team members deliver to the client.
Proactively looks for opportunities to improve the Clients’ service experience, our footprint with the client globally or in range of services, and maximise their Pulse score
Our Client Managers are passionate about delivering unrivalled service & strategic direction to Thomsons’ Clients, and are seen by our Clients as their champion who ensures everything works as it should
Our Client Managers are experts at understanding a Clients’ needs and objectives
They are driven to be successful and overachieve targets; they are self-motivated and confident
Our Client Managers are proactive, passionate client centric leaders who demonstrates a ‘Just Do It’ mind-set
They ensure that the Brilliant Basics are met and puts the Client at the centre of all they do
They are very organized, with strong time management skills they plan proactively and manage expectations well
They are commercially aware and understand the impact that their performance has on Thomsons meeting its objectives.
They have the ability to concurrently work on several Clients and juggle multiple priorities when under pressure
They are professional:
They easily build deep interpersonal relationships
Have strong verbal & written communication skills
Have a consultative client management approach
Have a desire to build his/her knowledge
Have a winning mindset with a drive to continually improve and a willingness to be challenged & coached
Have strong business acumen and the ability to navigate complex organizations
They have strong presentation and analytical skills. Excel skills would also be useful, but not essential
They are team players, able to work closely with other team members
Work hard, play hard. They live Thomsons Values.
Minimum experience depends on level (18 months at junior scale, 3 – 5 at mid-level and 6 + years for experienced) Thomsons or Account Management experience
Benefit experience is preferable – experience in related industries (such are Human Capital Management and SaaS) will also be considered.
We reward our people for living our values and contributing to our business through a variety of benefits and perks:
And the list goes on!