At a Glance
- Tasks: Manage strategic client relationships and drive exceptional customer engagement in a tech-led environment.
- Company: Join a passionate team dedicated to making the online world accessible for everyone.
- Benefits: Enjoy hybrid working, 25 days vacation, and a supportive culture in a global company.
- Other info: Flexible working hours and opportunities for professional growth await you.
- Why this job: Be a key player in enhancing customer satisfaction and retention while shaping the future of accessibility.
- Qualifications: Experience in client engagement and strong communication skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
In today’s digital age, we believe everyone should be able to access web content in a way that works for them. Our mission is to make the online world accessible for all. Over 500 organisations already use our software to enable greater accessibility for their online content, products or services. We’re passionate about our cause and our product. As we move from scale-up to market leader, we need help to achieve our ambitious plans.
This is a key role, to oversee strategic client relationships and drive exceptional customer engagement across our SaaS business. The Client Engagement Lead will act as a senior relationship owner for key customers, ensuring strong communication, successful delivery coordination, customer satisfaction, and long-term retention. The role requires close collaboration with Product, Customer Success and Sales, and Leadership teams to ensure customer expectations are effectively managed and business objectives are achieved.
This is a strategic, client-facing role suited to someone who thrives in relationship management, stakeholder communication, and cross-functional coordination within a technology-led environment.
In this role you will be responsible for:
- Strategic Client Management
- Develop and maintain strong relationships with key customer stakeholders
- Serve as the senior point of contact for strategic client engagement
- Lead regular customer review meetings and engagement planning sessions
- Ensure customers are aligned with platform capabilities, updates, and delivery expectations
- Build trust through proactive communication and consultative support
- Cross-Functional Leadership
- Act as a bridge between clients and internal teams including Product, Engineering, Support, and Operations
- Coordinate internal communication relating to customer priorities, risks, and opportunities
- Support the prioritisation of customer issues and enhancement requests
- Collaborate with leadership teams to improve customer engagement strategies and processes
- Customer Success & Retention
- Drive customer satisfaction, retention, and long-term engagement
- Identify and mitigate customer risks or service concerns
- Monitor engagement metrics and customer health indicators
- Support renewal conversations and expansion opportunities where appropriate
- Champion the voice of the customer internally
- Operational & Process Improvement
- Contribute to the development of scalable customer engagement processes
- Support continuous improvement initiatives across customer experience and communication
- Maintain accurate customer records, reporting, and engagement documentation
- Mentor or support junior engagement or client services team members where required
KPI metrics:
- Customer Retention Rates
- Customer Satisfaction
- Net Promoter Score
- Customer Feedback
We’re looking for great characters with the right attitude and aptitude. Here’s a few things you’ll need to be able to demonstrate…
Essential
- Proven experience in client engagement, customer success, account management, or client services within SaaS or technology
- Strong stakeholder management and communication skills
- Experience managing complex customer relationships
- Ability to collaborate effectively with technical and non-technical teams
- Strong organisational and strategic thinking skills
- Ability to manage competing priorities and customer expectations
Desirable
- Experience working within B2B SaaS or digital platforms
- Familiarity with agile or product-led environments
- Experience with CRM/customer engagement platforms
- Understanding of customer retention and lifecycle management strategies
About you:
- Relationship-driven and commercially aware
- Confident communicator and facilitator
- Strategic and solutions-focused
- Calm and resilient under pressure
- Collaborative leadership style
- Customer advocate with strong emotional intelligence
Benefits
- Hybrid working set-up. Remote 2 days per week and 3 days in the office. Newcastle/Gateshead Quayside HQ
- Great culture & working environment – working with a close-knit team in a global company
- 25 days annual vacation (plus UK bank holidays)
- 10 days ‘Workcation’ - reduced hours to work somewhere interesting
- BHFC Healthcare
- Death in Service
- Hours: Typically 09:00 17:30 working day. We also operate a flexible start and end time starting 08:00-10:00 and finish 8.5 hrs later. Hybrid 3:2 days office/remote (Baltimore House, Gateshead)
Client Engagement Manager -Full time - Permanent - Gateshead employer: Recite Me
As a Client Engagement Manager at our Gateshead HQ, you'll join a passionate team dedicated to making the online world accessible for all. We offer a vibrant work culture with a strong focus on employee growth, including 25 days of annual leave, flexible working hours, and opportunities for professional development. Our hybrid working model allows you to balance your time between home and our collaborative office environment, ensuring you thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Client Engagement Manager -Full time - Permanent - Gateshead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Recite Me. 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 Recite Me 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 Engagement Manager -Full time - Permanent - Gateshead
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 Recite Me:Your cover letter is your chance to shine! Tell us why you want to work at Recite Me 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 Recite Me!
How to prepare for a job interview at Recite Me
✨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.
