Job Description:
Overview
Do you want to help enrich the lives of learners worldwide? At RM, we’ve been pioneers of education technology. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with schools, nurseries, and education trusts to deliver customer-centric solutions that improve education outcomes worldwide.
The customer relationship manager is responsible for ensuring the contract commitments are delivered to their customer and executed within the expectations of the customer. The job holder is empowered to take the action necessary to deliver on commitments and to deliver profitable, longstanding relationships with these organisations.
Responsibilities
1. Service Delivery through Contract Management: Lead the delivery of the service in accordance with contracted service levels and other contractual obligations.
2. Financial Management: Deliver the profit targets for the contract working with the Account Director/Head of Territory.
3. Customer Relationship Management: Develop and maintain strong customer relationships with accountable job holders within customer organisations.
4. Contract Growth: Support the Account Director to increase the contract size through supportable and sustainable contract changes.
Experience
1. Between 1 and 10 years’ experience in business to business customer-facing operational or service delivery roles.
2. Experienced working in service management functions for large-scale, time-critical and complex software services.
3. Track record of managing within a line or matrix team structure.
Behaviours / Skills
1. Customer focused with ability to form close professional relationships with senior customer stakeholders.
2. Excellent communication, influencing and negotiation skills.
3. Demonstrable drive, energy and passion for understanding and meeting customer needs.
Knowledge
1. Understanding of service or project management methodologies (e.g. ITIL, PRINCE).
2. Knowledge of e-assessment and/or e-testing would be an advantage.
What’s in it for you?
At RM we have "My Work Blend @RM" which provides office-based colleagues with multi location and hybrid working options. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.
To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all.
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