Client Services Manager in London

Global Expansion, an independent subsidiary of Equus Software, is a global Employer of Record (EOR) service provider. We are experiencing rapid growth and are looking for a focused, positive, and energetic Client Services Manager to join our global team. At Global Expansion, we are passionate about delivering a Global EOR service that provides an exceptional employee experience and a flexible, comprehensive solution for our clients. We currently support our clients in over 160 countries with the ability to hire in 214 countries and territories worldwide. Our team is distributed across North America, Europe, Africa and Asia.

As a Client Services Manager working for an Employer of Record (EOR), your primary responsibility is to ensure that clients receive a seamless, high-touch, white-glove service that aligns with GX's brand promises. You will be the central point of contact for clients, driving the client experience by coordinating with various internal departments, including Employee Onboarding, Offboarding, and Experience teams. Your role is pivotal in ensuring client satisfaction, retention, and expansion through efficient service delivery and proactive relationship management.

Primary Responsibilities:

• Client Relationship Management: Ensure the successful onboarding of assigned new clients by conducting presentations and adhering to our established processes and procedures to achieve full completion of their onboarding. Own the client relationship and service. Develop and maintain strong, long-lasting relationships with clients, acting as their primary point of contact. Understand clients' business objectives and needs to offer tailored EOR solutions. Conduct regular check-ins and quarterly business reviews to discuss performance, gather feedback, and identify areas for improvement.
• Service Delivery and Coordination: Oversee and coordinate Employee Onboarding, Ongoing Service and Offboarding teams to ensure clients receive consistent, high-quality service. Implement and monitor SLAs (Service Level Agreements) to ensure that all service interactions meet the defined response and resolution times. Facilitate smooth onboarding processes for new employees by working closely with the Employee Onboarding team, ensuring compliance with local regulations and client requirements. Oversee the employee offboarding process to ensure it is conducted with professionalism, preserving positive relationships and adhering to all pertinent legal obligations. In instances where a client requests a termination, you will assume management responsibilities.
• Client Communication and Reporting: Bridge communications between clients and internal departments, ensuring transparency and clarity. Prepare and present regular service performance reports, including metrics such as employee satisfaction, onboarding/offboarding timelines, and issue resolution rates. Keep clients informed about new services, compliance updates, and any changes that may impact their business.
• Problem Resolution: Proactively identify potential issues and work with relevant teams to resolve them quickly and effectively. Efficiently resolve client issues, ensuring that all concerns are addressed in line with our company SLAs. Use data from client interactions and feedback to identify trends and recommend process improvements.
• Client Expansion and Growth: Identify opportunities to expand services within client accounts, working closely with the Sales team to convert these opportunities. Develop and implement client expansion strategies, ensuring that clients are aware of the full range of EOR services available. Track and report client expansion metrics, such as additional services adopted and employee growth.
• Strategic Planning and Consultation: Collaborate with clients to understand their future hiring needs and provide strategic advice on how to scale operations effectively through EOR services. Prepare and present the Quarterly Business Review with your Clients, ensuring all actions and outcomes are clearly summarised and completed. Work with internal teams to align service delivery with client business goals, ensuring that our services are positioned to support client success. Stay informed about industry trends and regulatory changes that may impact clients, offering proactive solutions and advice.

WHY WORK WITH US? It's simple. We have an incredible team that is invested in our success. Innovation and creativity are at the top of our list of core values, along with compassion, integrity, and a willingness to get the job done. But we're not just all about work. We have an exceptional company culture and a leadership team that genuinely believes in balance. We are building a team that is laser-focused on delivering the best Global EOR solution on the market and would love for you to join us.