Permanent employee,
Full-time
· Edinburgh, Head Office
Job Description
The Client Engagement Manager plays a crucial role in driving revenue growth, as this is a revenue-generating position focused on expanding client relationships. Responsible for managing the entire client lifecycle, from the initial sale and onboarding experience to ongoing account management, the role is essential for ensuring client success and retention. You will be at the forefront of building and maintaining strong, long-term relationships with clients, guiding them through our services, and providing education and support throughout their journey with us. The focus is on enhancing client satisfaction while contributing to the company’s overall growth objectives.
Key Responsibilities and Skills
People Management
Lead, mentor, and manage the Client Engagement team.
Set clear performance goals and drive performance in relation to KPI’s.
Provide regular training and feedback to upskill Client Engagement team.
Provide excellent line manager support and host regular 121 meetings.
Foster a collaborative and client-centric culture within the team.
Lead the Client Engagement team supporting them in their development whilst always setting an expectation of high performance.
Become an expert in Client Engagement team and provide key support to direct reports and wider team.
Leading the SmartPA culture.
Sales, Strategy and Execution
Develop and implement SME sales strategies to meet or exceed revenue targets.
Oversee the SME sales pipeline, ensuring timely follow-up and conversion of leads.
Collaborate with marketing to optimise lead generation and conversion strategies.
Conduct market research to identify and understand customer needs, business competition, and the ideal client persona.
Utilise CRM systems to review sales activities, customer interactions, and sales performance.
To support the Client Engagement Executive in sales responsibilities; handling initial enquiries through calls and emails, responding promptly to sales leads, and converting them into clients both proactively and reactively.
To support the Client Engagement Executive in sales responsibilities; selling the full scope of SmartPA products and services to prospect SME clients in a consultative manner, tailoring solutions that address clients needs.
Customer Onboarding and Success
Design and oversee a streamlined SME onboarding process to ensure new clients are set up for success.
Modelling the way and supporting colleagues to understand and execute this.
Ensuring all SME clients receive the SmartPA onboarding experience effectively and in line with the organisational method and SLA.
Client Relationship Management
Act as a key point of contact for SME clients, ensuring their needs are met and expectations exceeded.
Develop and maintain strong, long-term relationships with SME clients.
Collaborate with Service Delivery teams to analyse SME client feedback to drive continuous improvement in service delivery.
Managing client lifecycle and happiness, by conducting account management calls with SME clients to build deeper relationships and assess what’s working and addressing anything that needs reviewed leading to a positive close.
Tracking the data to improve all aspects of the client experience and support service delivery processes.
Through consultative SME account management calls identifying areas of upsell and cross sell to add further benefit to client’s business.
Data Driven Decision Making
Utilise data and analytics to monitor team performance, customer satisfaction, and sales metrics
Prepare regular reports for senior management, providing insights and recommendations where applicable.
Implement tools and systems to streamline processes and improve team efficiency.
Review client feedback data and provide recommendations for business improvements or service design updates.
Optimise existing processes within the company and actively enhance all initiatives.
Cross Functional Collaboration
Collaborate with Service Delivery teams to monitor SME customer satisfaction and engagement, identifying opportunities for improvement.
Colloborate with Service Delivery teams to develop strategies to enhance SME customer retention, reduce churn, and increase lifetime value.
Work closely with marketing, and service delivery teams to ensure alignment on goals and strategies.
Provide insights from customer interactions to inform other relevant teams.
Coordinate with the finance team on pricing strategies, contract renewals, and billing processes.
Reporting
Ensure weekly, monthly, and quarterly reporting is complete to the standards expected by your line manager.
Pull data and compile reports and present back to line manager and wider team.
Ensure all departmental risks and issues are reported, tracked, and resolved.
At SmartPA we provide industry leading administrative and businesses support services to organisations across the globe. Through our knowledge and experience, we aim to teach the true value of EA and secretarial services as a fundamental support function in every business, providing access to the world’s largest talent pool, whilst raising standards and inspiring growth across our marketplace.
We offer a variety of opportunities to work with and within SmartPA from free training to becoming a fully fledged Partner. The Partnership provides a unique opportunity for Partners to run their own home based business, delivering SmartPA's world-class back office services.
Whether you want flexible working hours, increased income, better work-life balance or minimised childcare costs, SmartPA enables you to achieve your goals
Thank you for your interest in SmartPA, please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to careers@smart-pa.com.
