At a Glance
- Tasks: Lead the EMEA Client Management team to drive customer retention and growth.
- Company: Join TrueCommerce, a global leader in supply chain management.
- Benefits: Remote work, competitive salary, and opportunities for professional development.
- Other info: Be part of a high-performing culture focused on customer success.
- Why this job: Make a real impact by leading a dynamic team in a fast-paced environment.
- Qualifications: 8+ years in client management with strong leadership skills required.
The predicted salary is between 66150 - 80850 £ per year.
This role is responsible for leading the full EMEA Client Management function, owning team performance across retention, expansion, customer satisfaction, and commercial growth.
This is a people leadership role with accountability for the team quota.
The Director will lead and coach Account Managers, Senior Account Managers, Key Account Managers, and emerging player-coach leaders to deliver consistent account coverage, proactive customer engagement, and measurable net retention outcomes across the region.
This role is suited to an experienced Saa S or technology client management leader who can bring structure, commercial discipline, and strong people leadership to a growing team with a complex and evolving customer base.
What You’ll Do
- Lead the full EMEA Client Management team, accountable for customer retention, expansion, satisfaction, and growth across the regional client base.
- Own the team quota, made up of the collective performance of the client management team.
- Build a high-performance culture focused on net retention, add-ons, upsell opportunities, proactive account coverage, and strong commercial execution.
- Customer Strategy, Health & Executive Engagement
- Set the standard for customer engagement, account planning, renewal readiness, and executive-level relationship management across EMEA.
- Monitor customer health, satisfaction, risk, and escalation themes to ensure early action and clear ownership across the team.
- Partner directly with team members on strategic customers and escalations to protect revenue, improve outcomes, and strengthen long-term advocacy.
- Account Coverage, Structure & Operational Discipline
- Drive consistent account assignment, coverage, and prioritisation across the client base, including reassignment and right-sizing of customer portfolios as the team evolves.
- Establish leadership rhythms, reporting, and performance routines that give clear visibility into retention, risk, growth, and team execution.
- Bring structure and scalable processes to a growing team with a complex customer base and changing commercial priorities.
- Team Leadership, Coaching & Development
- Lead, coach, and develop a growing EMEA Client Management team through clear expectations, regular one-to-ones, performance conversations, and consistent leadership rhythms.
- Develop emerging leadership capability within the team, including supporting player-coach roles that combine customer ownership with people leadership responsibilities.
- Coach the team on consultative customer conversations, renewal and expansion strategies, account planning, prioritisation, and disciplined follow-through.
- Operational Excellence & Execution
- Apply strong operational discipline to track performance, outcomes, and key retention and growth metrics for the strategic portfolio.
- Build scalable processes and routines that support team performance in a fast-paced, high-growth environment.
- Adapt priorities and processes as business needs evolve while maintaining focus on results.
Who You Are
- Bachelor's degree in Business or equivalent experience is preferred
- 8+ years of Account Management, Client Management, Customer Success, or commercial post-sale leadership experience, ideally within Saa S or technology
- 5+ years leading quota-carrying client management, account management, or customer success teams responsible for retention, expansion, and customer outcomes
- Strong people leadership experience, with proven ability to coach, structure, and develop a growing team through change
- Experience operating in fast-paced sales environments with competing priorities
- Proven success improving net retention, managing customer risk, driving expansion, and strengthening customer satisfaction across a team-owned portfolio
- Experience with Saa S, technology, EDI, B2B commerce, e Commerce, invoicing, ERP, or supply chain solutions is preferred, but deep industry-specific expertise is not required
- Passion for driving customer success while achieving revenue goals
- Comfortable owning a team quota and enabling others to close, renew, expand, and protect customer revenue rather than operating as an individual contributor
- UK-based or able to work closely with UK and North American stakeholders strongly preferred
- Strong analytical, troubleshooting, and problem-solving capabilities
- Excellent relationship-building and executive communication skills
- Ability to understand and communicate technical concepts at the appropriate level
- Knowledge of ERP systems such as Microsoft Dynamics, Sage, SAP, or Net Suite (preferred)
Who is True Commerce?
True Commerce is a high-performing global supply chain network that delivers fully integrated, end-to-end supply chain visibility and management.
We help some of the world’s leading brands improve supply chain performance, including Schneider Electric, Danone Wave, Siemens, Ocean Spray, and many others.
- For additional information, visit our website
- #J-18808-Ljbffr
Senior Manager, Client Management (Remote UK) in Coventry employer: TrueCommerce, Inc.
TrueCommerce is an exceptional employer that fosters a high-performance culture, particularly for the Senior Manager, Client Management role based in the UK. With a strong focus on employee development and coaching, we provide ample opportunities for growth within a dynamic SaaS environment, ensuring our team members are equipped to excel in their careers while driving customer success and satisfaction. Our commitment to operational excellence and a supportive work culture makes TrueCommerce a rewarding place to build your future.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Client Management (Remote UK) in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TrueCommerce, Inc.. 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 TrueCommerce, Inc. 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 Senior Manager, Client Management (Remote UK) in Coventry
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 TrueCommerce, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at TrueCommerce, Inc. 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 TrueCommerce, Inc.!
How to prepare for a job interview at TrueCommerce, Inc.
✨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.
