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Client Manager - Ecommerce
 
Title: Client Manager - Ecommerce
Category: IT/Software Development
Job type: Permanent
Job status: Full Time
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Description:
Job purpose:

As part of the on-going growth in our customer success team, we are looking to add a Client Manager to the organisation.

You will be the primary day-to-day interface for our customers post implementation and as such, this is a critical role within the business in managing our on-going relationship and revenue with existing customers.

This role is to provide our customers with a single point of contact. Our Client Managers will provide our customers with a point of escalation, service management layer, industry insight, and general management outside of the project delivery and support teams.

Duties & Responsibilities:

Act as the client advocate on operational and service management matters; Develop and maintain relationships with customer stakeholders; Proactively manage the customer service to ensure it is balancing customer expectations against services contracted for and budgets approved; Production of service management reports covering contractually agreed metrics and service improvement activity; Roadmap management for the customer for small changes and incorporating service improvements; Commercial management of the contract covering the services provided; Acceptance of new customer services during transition into operations; Working with Support Consultants during major incidents or P1 incidents that have breached their SLA; Management of change in accordance with the contract; Identifying new revenue opportunities (e.g. change requests) and working with the client and delivery team to close and deliver opportunities; Responsibility for ensuring client forecasts are up to date with the expected revenue; Developing and managing account plans and the subsequent delivery against targets;

Requirements

Degree qualified or qualified by experience Magento experience desirable Experience of management & delivery of e-commerce builds for global customers Demonstrable experience of working with large customers with complex internal structures Deep understanding of the IT industry, technical enough to have credibility, but able to communicate in non-technical language where appropriate Relationship management skills with different levels of stakeholders with both marketing & technical backgrounds Very strong ‘can-do’ attitude and ‘customer service’ ethic, putting the customer first Team player that is happy to collaborate across organisational & geographic boundaries Ability to work under pressure and handle multiple tasks simultaneously and prioritise accordingly Analytical approach to problem-solving Professional presentation with a strong ability to communicate at business, service and technical levels Ability to instil confidence both within the customer and internally Strong experience of customer environments with large amounts of change involved Performance management, reporting metrics and tools Puts things into context of a bigger picture and sees a longer-term outcome for the customer Ability to influence and drive prioritisation Personal attributes and other requirements:

Able to work under pressure with strong multi-tasking and organisational capabilities Ability to think logically and execute methodically, a creative solution-finder, technically and commercially credible, self-confident, able to work independently An out-going persona who is willing to learn and adapt quickly in a fast paced working environment Analytically minded and able to draw conclusions when looking at data and creating reports A good team player with excellent communication skills and a strong commercial focus Benefits

Competitive salary Health insurance Pension Scheme 25 days paid holidays Quarterly nights out The chance to be part of an amazing global team with offices in London, Mauritius, Dubai, Australia and New Zealand.
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