Taking the complexity out of connectivity
Senior Relationship Manager – Public Sector
Location
United Kingdom
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Senior Relationship Manager – Public Sector
Wifinity
• 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 • 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
Job 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
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