Location: Up to 2 days in the office per week in King’s Hill, Kent based offices.
Overview
As a Client Services Lead, you will be responsible for the internal coordination of client projects, being the first port of call for external clients, as well as getting involved in a variety of work within project and programme management externally. In this role you will gain a better understanding of coordinating project delivery controls and processes and maintaining a good relationship with all of Cloud21’s clients.
Job Title: Client Services Team Lead
Contract type: Permanent.
Hours: 37.5 hours per week
Core Responsibilities
* Supporting the processes and procedures for the function of a successful Client Services Team.
* Establishing and maintaining a strong relationship with our portfolio of clients.
* Conducting client review meetings.
* Investigating any client issues that arise and working with our internal teams and externally to ensure they are resolved.
* Updating and maintaining the CRM system.
* Supporting with all CST administration tasks.
* Leading on timesheet management and reporting, including managing user profiles and creating reports for the senior team.
* Supporting in the preparation for key project governance meetings including scheduling, timely preparation of support materials and status reporting.
* Leading on resource utilisation across programmes and projects.
* Coordinating the on-boarding of new starters and off-boarding of team members.
* Creating and updating reports for internal team reporting.
* Creating and updating reports for Client progress reviews.
* Supporting with the management and tracking of project & programme progress and governance.
* Supporting with the triage of tender invitations and providing advice and updates to Senior Management on suggested opportunities and existing bids.
* Supporting in the maintenance of template documentation and providing guidance to all staff on the use of standard project documentation such as project / programme set-up, project planning, RAID logs, change control, benefits tracking, and project lessons learned.
* Acting as a reference point for Client queries and information and be an advocate for project best practice.
* Assisting in ensuring processes are maintained to ensure project management documentation, reports and plans are accurate and complete.
* Supporting with Client project delivery with onsite and offsite working where required.
* Attending meetings with Clients with onsite and offsite working where required.
* Gathering and collating business intelligence gathered as a result of contacts with customers, prospects, suppliers and competitors.
Success Criteria
* Cultivated strong, positive relationships with clients and stakeholders.
* Worked closely with internal teams to ensure deliverables and expectations are met.
* Anticipated challenges and offered proactive solutions to improve service delivery.
* Adapted working approach in a fast-paced environment to manage multiple projects simultaneously.
* Demonstrated ability to quickly adapt to new processes and system changes.
* Display a strong attention to detail, consistently delivering accurate and high-quality results.
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