About the role

As Client Services Manager you will be working across a range of high profile national and international clients to proactively drive forward their digital proposition, ensuring the services we offer continually exceed their expectation.

The role requires regular travel to clients, predominantly in the UK and Spain.

Responsibilities

  • Being key day to day contact for your clients, maintaining strong long term relationships and stability of the account  
  • Regularly organise face to face meetings with key clients e.g. monthly service review meetings
  • Accountable for end to end client journey of your clients from on-boarding and ultimately the retention of your clients
  • Be the voice of your clients within Zoocha ensuring they receive the best service possible  
  • Act as an escalation point and proactively drive resolution when issues arise on client projects and support issues
  • Work closely with the development and project management teams to ensure all work is closely aligned with client requirements and expectations
  • Liaise closely with our project and resource management functions to ensure your clients needs are prioritised
  • Work with clients and internal teams to ensure appropriate tracking is in place to measure performance
  • Work with internal stakeholders to produce monthly reports for key clients to include analytics, service and project updates
  • Lead the ongoing drive to improve customer satisfaction through regular client reviews
  • Work with key clients to develop digital strategies and develop a sustainable development backlog
  • Proactively drive recommendations through to key clients to improve their digital offering

Essential Skills & Experience

  • Educated to degree level
  • Strong experience in digital with particular focus on web development, user experience design or website support
  • Confident communicator and presenter with the ability to influence clients and internal stakeholders
  • Proactive approach to problem solving and driving high customer satisfaction
  • Approachable, friendly with a proactive, can do attitude
  • Exceptional organisational skills
  • Fluency in English and Spanish

Desirable Skills & Experience

  • Experience working with Drupal

How to Apply

  • Please send your CV, along with a short cover letter explaining why you are perfect for the role to jobs@zoocha.com.
  • No Recruitment agencies please.  If you apply through an agency you will NOT be considered.