Client Services Lead

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 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 onboarding of new starters and offboarding 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.
• Displayed a strong attention to detail, consistently delivering accurate and high-quality results.

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