Wifinity logo
Wifinity

Taking the complexity out of connectivity

Senior Relationship Manager

ManagerManagerFull TimeRemoteLeadTeam 51-200H1B No SponsorCompany SiteLinkedIn

Location

United Kingdom

Posted

1 day ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Senior Relationship Manager

Wifinity

Role Description We are looking for an experienced Senior Relationship Manager to join our team. We need a passionate high performing individual to consistently provide a high level of service to our public sector business customers through day to day engagement and relationship building, service performance reporting, problem management and escalation, and continuous improvement. Your passion for providing excellent end-to-end customer service and your strong interpersonal and leadership skills will help us ensure that we are consistently delivering for our customers and their end users. Key Areas of Focus - Customer engagement - Act as first point of contact for external service enquiries and escalations - Ensure timely and quality responses to customer queries - Schedule and chair customer meetings including regular service reviews with key customer stakeholders - Build and maintain excellent relationships across the customer base - Identify and assess customers’ pressures, needs, challenges, to achieve and exceed customer satisfaction - Understand our customer contractual obligations, including SLAs, and regularly track and review performance against these - Work with finance and the delivery teams to ensure accurate billing, minimising disputes, and payments in line with the contract terms - Work with the finance partner to produce monthly and quarterly customer-facing financial summaries for actuals and forecasts for program delivery and ongoing service - Service performance & reporting - Use our support systems to produce regular customer service reports and quality documentation covering SLAs, service performance, incidents and problems - Analyse and present service data to customers via reporting and service reviews - Use service data and customer feedback to identify trends and areas of opportunity for improvement - Work internally to ensure tasks are carried out in a timely manner and in line with customer expectations - Understand and engage in the incident management process, acting as the liaison between Wifinity and customer where required - Manage stakeholders through regular reporting and engagement - Continuously improve customer experience Qualifications - Strong leadership skills and able to engage individuals across all levels of an organisation - Strong written and verbal communication skills, able to analyse and present complicated data in a clear and concise way - Detail oriented and able to analyse information and data coming from different sources - Able to work independently and as part of a team in a fast-paced environment Requirements - Experience in relationship/customer management, stakeholder management, or service delivery in the WiFi market or other relevant industry - An understanding of the public sector landscape (central and/or local government) or relevant adjacent sectors e.g. outsourced or managed services / service integrators etc. - Proven record of producing quality service reporting - Comfortable in providing leadership in a matrix organisation across delivery, operations, finance, sales - Good commercial, contractual, and financial knowledge - Security clearance or ability to gain Benefits - Competitive salary and benefits package - Annual Leave Buy & Sell Scheme - Remote first working environment for better work/life balance

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