NQC is a global leader in supply chain risk management software, providing world class online solutions and data insights to global industry and governments. At NQC, our diverse, multilingual and multi-skilled team reflects the global nature of the clients and industries which we serve.
Purpose of Post
The Client Management Team is responsible for proactively managing and developing lasting client relationships, engaging and developing new client opportunities as well as supporting the successful delivery of NQC services into our client accounts.
As Client Delivery Manager, you will have full responsibility for an agreed portfolio of client accounts and responsibility for the satisfactory delivery of services and projects into those clients. You will be responsible for developing and maintaining strong relationships with key decision makers and influencers within the defined client accounts by providing insights and value that establishes credibility and trust. You will be responsible for ensuring renewal of existing client contracts and for the ongoing growth of revenue within the nominated client account set.
The role includes taking a lead to develop the most high profile and successful client relationships. It will require advising the senior management team on the progress of the portfolio of client relationships and monitoring contracted and future revenue streams.
The Client Delivery Manager will be required to undertake the following responsibilities as part of their day to day activities:
Client Relationship Management
To manage a portfolio of client accounts to agreed KPI’s maintaining a focus on customer satisfaction, service delivery and contract renewal;
To ensure regular communication with clients through face to face meetings and other communication means;
To own and take a lead on high-profile and complex client relationships within the portfolio of clients. Develop strong relationships with key decision makers and influencers. Define, develop and own the customer contract strategy for client relationships within the portfolio;
To assist the Client Director in forecasting revenue planning within the portfolio ensuring account development plans reflect the strategic direction of the customer;
To produce weekly, monthly and quarterly status reports for the portfolio of clients to the Client Director to provide updates on progress against agreed client relationship strategies;
To oversee all commercial aspects of the agreed portfolio of clients.
To extend the existing portfolio of NQC products and services within the client accounts and increase the potential revenue stream to NQC;
To maintain a thorough understanding of the portfolio of client’s business sector and use the knowledge to devise and implement relevant engagement strategies to identify opportunities for growth within the client accounts;
To manage commercial opportunities within the portfolio of clients and to oversee the development of each client account.
To oversee the successful delivery of service into client accounts focussing on achieving the highest levels of customer satisfaction;
To effectively interact with internal NQC teams including Product Development & Assurance Team, Project Management and NQC’s Service Delivery and Support Centre function;
To work closely with the internal NQC teams to assess and evaluate current processes with the support of your team, to feedback and drive ongoing refinement/improvement, focusing on improved service and increased profit margins.
To apply of this role, candidates must be able to demonstrate the following;
Experience of developing strategic client relationships and accounts;
Experience of managing a portfolio of clients;
Excellent business acumen and commercial astuteness;
Experience of managing members of a team.