To deepen and develop client relationships which have already been introduced into Phase 3, ensuring retention and loyalty of clients. Work alongside internal teams and clients to ensure satisfaction and high quality in every aspect of delivery, nurturing client relationships to promote further sales and opportunities, striking the balance between Sales and Service.
Key Responsibilities
- 1. Nurturing existing clients into upsell leads who have already purchased services from Phase 3
- 2. Receive handover from the Business Development Manager of new client needs and project details
- 3. Develop and maintain sales pipeline/nurture journey for your existing clients
- 4. Refer any new business opportunities to the Account Manager
- 5. Following up after service delivery and setting up/attending QBR meetings to reflect on services offered
- 6. Planning and preparing for meetings with clients, offering follow up with calls to action for you and for the client
- 7. Help the client to understand their future needs from Phase 3
- 8. Contribute to revenue generation through upsells, renewals and expansions
- 9. Work with delivery team at high level to ensure communications are to the best standards
- 10. Ensure customer sentiment is healthy and effective to maintain the brand reputation of Phase 3
- 11. Minimising churn risk of managed service customers to Phase 3
- 12. Update the improvement register following any escalated issues or complaints from clients and feedback to SLT for lessons learnt
- 13. Manage NPS surveys and identify further methods for client satisfaction and take action against any findings
- 14. Create evangelists and advocates among your client base
- 15. Commit to providing value at every interaction with your clients
- 16. Support events and networking opportunities to continually expand the reach of Phase 3
- 17. Communicate effectively with all other Phase 3 Colleagues to ensure client ownership and continuity
- 18. Represent Phase 3 at client and partner events
Qualifications
- Proven customer success management experience within a service delivery or professional services environment.
- Understanding of professional and managed services in a back-office function
- Understanding of sales processes, project governance, and service delivery.
- Familiarity with HR and payroll technology and systems (e.g. Sage People) and SaaS solutions.
- Strong communication and influencing skills, with experience engaging senior stakeholders.
- Ability to manage multiple client accounts and priorities effectively.
- Collaborative approach, working cross-functionally with delivery, sales, and leadership teams.
- Unlimited paid leave (subject to our Annual Leave Policy)
- Bi-annual salary & bonus reviews
- Fully flexible work schedule
- Modern office in Manchester’s Northern Quarter
- Access to Perkbox for regular employee discounts
- 24/7 access to virtual GP appointments via Doctor Care Anywhere
- Regular team events and social nights
- Development time and funding
- Regular gifts and perks from Phase 3 to reward outstanding achievements, new members to your family, house moves and big birthdays
- Access to home office equipment
- And many more!
Phase 3 is a Disability Confident employer and we endeavour to recruit from the widest possible pool of suitable candidates. The format of the interview will be – questions based on your experience and the requirements of the role. If you require any adjustments or special arrangements to be made to our application process on account of disability please let us know in advance.
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