At a Glance
- Tasks: Lead and inspire a team to drive client retention and growth.
- Company: Join Amtivo, a diverse and inclusive company focused on collaboration.
- Benefits: Competitive salary, hybrid work, and opportunities for career development.
- Other info: Dynamic environment with a focus on personal and professional growth.
- Why this job: Make a real impact by coaching a high-performing team and enhancing client relationships.
- Qualifications: Experience in leading client service teams and strong communication skills.
The predicted salary is between 50000 - 60000 £ per year.
Location: Kings Hill, West Malling (Hybrid)
Reporting to: Group Client Services Director
Salary: DOE
Job Type: Permanent
About the Role
We’re looking for a commercially driven and people-focused Client Services Manager to lead one of our UK client-account squads. This is a true player-coach leadership role – you’ll inspire, develop and guide a team of Senior Account Managers, Account Managers, and future Associate Account Managers, while owning the squad’s overall performance across retention (NDR) and cross-sell growth. You won’t carry your own portfolio. Instead, your success will be defined by how effectively your team performs, grows, and delivers for clients.
What You’ll Be Doing
- Lead and Grow Your Squad
- Own your squad’s Net Dollar Retention (NDR) and cross-sell performance
- Build a high-performing, commercially focused team culture
- Set the standard for client engagement, service excellence, and delivery
- Coach and develop team members at all levels, supporting clear progression pathways
- Drive Retention & Growth
- Protect and grow client relationships, with a strong focus on retention-first strategy
- Enable the team to identify and progress cross-sell opportunities naturally
- Maintain clear visibility of pipeline, conversion rates, and incremental revenue
- Proactively manage at-risk accounts and mitigate churn early
- Coach & Develop Talent
- Deliver structured coaching, performance management, and career development
- Support Associate Account Managers progressing to Account Manager level
- Embed a solution-led, relationship-based approach to account management
- Own Commercial Performance
- Track and manage performance against targets, taking action where needed
- Ensure the squad consistently exceeds the ≥92% retention gate
- Provide insights into risks and opportunities for wider business planning
- Run an Effective Operating Rhythm
- Lead account planning, pipeline reviews, and service delivery cadence
- Oversee allocation of lower-tier accounts (XS-tier) across the squad
- Ensure consistency in service quality, communication, and client experience
- Collaborate Across the Business
- Work closely with Sales, Marketing, Finance, Compliance, and Operations
- Partner with Key Account Managers within your industry pillar
- Act as a confident, independent stakeholder representing your clients and team
- Support and deputise for the Group Client Services Director where required
What Success Looks Like
- Consistent achievement of NDR and cross-sell targets
- Strong client retention and proactive risk management
- A high-performing, engaged, and stable team
- Clear development pathways across all team levels
- Trusted relationships with senior stakeholders across the business
What We’re Looking For
- Essential
- Proven experience leading account management or client service teams
- Strong track record of client retention and revenue growth
- Demonstrated ability to coach and develop high-performing teams
- Commercially astute, balancing retention and growth priorities
- Confident in managing complex client relationships and at-risk accounts
- Strong stakeholder management and communication skills
- A player-coach mindset — leading through others without owning a portfolio
- Desirable
- Experience leading teams through organisational or compensation changes
- Background in solution-led, relationship-based account management
- Experience managing pooled or lower-complexity account segments
- Familiarity with CRM and pipeline management tools
How to Apply?
Please send your CV to recruitment@amtivo.com
At Amtivo, we are dedicated to fostering a diverse, equitable, and inclusive environment where authenticity thrives. We believe that true collaboration stems from valuing every individual’s unique perspective and experience. Our commitment to agility empowers us to adapt and innovate, driving superior performance. Upholding the highest standards of integrity, we strive to create a workplace where everyone feels respected, valued, and inspired to contribute their best. Amtivo Group is an Equal Opportunities Employer. The organisation provides equal employment opportunities regardless of ethnic origin, gender, nationality, religion, physical ability, sexual orientation, marital status, parental status, or medical history. Due to the high volume of applications we receive we are not always able to provide individual feedback. We aim to contact applicants within 14 days if selected for interview.
Client Services Manager employer: Amtivo Group
At Amtivo, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work culture in Kings Hill, West Malling. Our commitment to employee growth is evident through structured coaching and clear progression pathways, ensuring that our Client Services Managers can inspire and develop their teams while achieving commercial success. With a focus on collaboration and integrity, we create an environment where every team member feels valued and empowered to contribute to our clients' success.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Amtivo Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Amtivo Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Services Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Amtivo Group:Your cover letter is your chance to shine! Tell us why you want to work at Amtivo Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Amtivo Group!
How to prepare for a job interview at Amtivo Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
