Client Service Manager

Client Service Manager

The Client Service Manager will be responsible for managing and selling services to assigned clients, maintaining, and expanding Airswift's client and contractor base, and diversifying service lines. Responsibilities include developing trusted relationships with stakeholders, resolving debts, maintaining a candidate hotlist, coordinating with the Delivery Centre, securing client work orders, and ensuring service delivery meets client needs. Additional duties include meeting sales targets, supporting contractors, driving client retention, and using the Candidate Management System.

Principle Accountabilities:

• Management and sales for specifically assigned clients.
• Maintain Airswift's current and new client and contractor base to leverage existing service lines & continue to diversify all service lines to develop net new GP growth.
• Develop trusted advisor relationships with key line managers, contractors, stakeholders and executive sponsors.
• Resolve debt and coordinate with internal and external stakeholders to ensure the necessary parties have the right information to collect client debts.
• Develop and maintain a hotlist of candidates, relative to your accounts and discipline, and proactively sell them to market daily.
• Develop vertical expertise and become the subject matter expert in that space.
• Interact with, train, and develop the Delivery Centre to cover all client delivery needs across the Account Managers specified clients.
• Work effectively with the client to bring new requisitions, plan sourcing delivery, and facilitate job interviews and placements.
• Obtain client work orders and authorisations.
• Monitor overall delivery, ensuring all standard level agreements are met, terms and conditions are executed properly, and services are delivered according to client's needs.
• Forecast client's upcoming strategies and objectives to ensure sales and delivery models remain aligned.
• Meet sales targets (KPIs) which are agreed upon with the Regional Sales Director.
• Monitor and review monthly sales performance against forecast.
• Ensure compliance with standardised workflows to effectively manage project delivery within the contracted scope, timeline, and cost.
• Communicate internally to ensure pricing models are adhered to and to monitor consistency and accuracy overall.
• Proactively lead a joint company strategic account planning session.
• Proactively assess, clarify, and validate customers' needs on an ongoing basis.
• Adhere to the local regulatory requirements and customer policy.
• Support contractors and assignees throughout their assignment from onboarding to offboarding, including all pre-access requirements, logistics, document recording, tracking of recharges and ongoing support to queries.
• Be the primary point of contact for all clients and non-clients.
• Drive retention and increase opportunities for referrals.
• Adopt and ensure best practice use of the Candidate Management System.

Skills, Knowledge, and Experience:

• Strong interpersonal, communication, organisation, and time management skills.
• Adept in time management and can demonstrate structure in thinking.
• Strong client service skills.
• Upholds standards of excellence.
• Highly self-motivated and objective driven.
• Keen to apply strategic vision and sales acumen to a highly challenging 'fast growth' style role.
• Accredited degree or equivalent work experience.
• Minimum three years with the business in a similar capacity or can demonstrate equivalent experience in a similar role.
• Experience working in ATS and CRM systems.
• Account management experience with a proven record of providing excellent customer service.
• Experience fostering strong client relationships.
• Proven leadership experience.
• Ability to foster teamwork when working cross functionally.
• Proven experience leading strategic projects.
• Ability to analyse opportunities and qualify potential service lines and scope.
• Ability to identify new opportunities within a customer.
• Ability to network at a senior level.
• Ability to travel 50% within the region to client locations.
• Excellent Microsoft skills, particularly Word & Excel.

What We Can Offer You!

• Attractive monthly base salary + competitive commission/performance bonus.
• Genuine career progression opportunities, either locally or globally!
• World-class training programmes and development opportunities.
• Virtual Onboarding Events exclusively for new hires.
• Team driven environment, supportive culture with a focus on work-life balance.
• Career breaks available after one year.
• Real time recognition through our employee reward platform.
• Mental Health First Aiders to signpost you to support when you need it.
• Yearly destination trips as part of our High Flyers program (Dubai, Buenos Aires, etc…)
• Charity days for various important causes such as Relay for Life and Earth Day.

Our Core Values:

• Growth - In life and business, one must grow to flourish and achieve high ambitions. Growth requires change, challenge, risk and sacrifice - we will always choose growth.
• Life – Above all else, we value life. The quality of life, both in and outside of work, profoundly influences our well-being and our impact on the world.
• Excellence - We deliver, holding ourselves accountable for results. Our customers see excellence in everything we do.
• Integrity - We are ethical, open, honest and authentic. People trust us to do the right thing for the right reason.