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Client Relationship Manager

Company Overview

Join our dynamic team at Passport365, a company at the forefront of workflow management software, dynamic reporting and business intelligence solutions in the sport and leisure industry. We pride ourselves on innovation, empowering our clients to enhance operational efficiency, elevate customer satisfaction, and fuel business expansion. Using Passport365’s industry-leading, cloud-based software, app, and business intelligence reporting platform, we redefine the approach to technology within the sector.

Joining the team at Passport365 opens doors to continual personal and professional growth across a wide range of areas. As we continue to expand, so do your opportunities within the company. We nurture talent and reward ambition, ensuring that your career trajectory aligns with your aspirations.

Job Overview

We are looking for an enthusiastic and client-focused individual to join our team as a Client Relationship/Client Development Manager. In this appointment, you will play a critical role throughout the journey of our customers, maintaining and developing successful customer relations whilst driving opportunities for additional business. You will also support our onboarding team with new clients ensuring they adopt and get maximum benefit from the system and the wider business.

Key Responsibilities

Client Relationship Management

  • Maintain regular contact with existing clients to ensure satisfaction with our software and services.
  • Act as the primary contact for customers, addressing enquiries, resolving issues, and providing timely support.
  • Develop a clear understanding of each client’s business needs, objectives, and pain points to align our solutions effectively.
  • Develop a clear understanding of the technical offerings available to clients across the business, and how these can best be applied to different client requirements.

Client Retention and Development

  • Identify opportunities to expand service offerings with current clients, upselling or cross-selling where appropriate.
  • Work closely with clients to identify their evolving needs and present recommendations for additional features, updates, or customised solutions.
  • Monitor key client metrics and usage data to proactively address potential challenges or areas for improvement.

New Client Onboarding Support

  • Partner with the onboarding team to ensure a smooth handover for new clients.
  • Support all parties throughout the onboarding process and identify areas where clients may need additional materials or guidance.
  • Follow up with new clients post-onboarding to confirm satisfaction and address any unresolved queries or questions.

Collaboration and Reporting

  • Work closely with internal teams, including sales, support, and product development, to enhance the overall client experience.
  • Maintain accurate records of client interactions, updates, and progress in the CRM system.
  • Provide regular reports and insights on client satisfaction, retention rates, and account development activities.

Qualifications and Skills

  • Experience: Minimum of 3 years in client relationship management, account management, or a similar client-facing role, preferably within the software/SaaS industry.
  • Communication Skills: Exceptional verbal and written communication skills, with the ability to build rapport and credibility quickly.
  • Problem-Solving: A proactive approach to identifying and resolving client issues and concerns.
  • Organisational Skills: Strong ability to manage multiple clients and projects simultaneously with attention to detail.
  • Technical Aptitude: Comfortable learning and discussing software solutions; familiarity with compliance or audit-related tools is a plus.
  • CRM Knowledge: Experience using CRM platforms for client tracking and reporting.
  • Team Collaboration: Proven ability to collaborate effectively within a cross-functional team.
  • Education: Bachelor’s degree in Business Administration, Marketing, or a related field (preferred but not essential).
  • Full UK Driving Licence

Benefits

  • Excellent Remuneration Package inclusive of Performance Related Bonuses
  • Hands-on Experience in a Rapidly Growing Data Company:
  • Pathways to Growth and Advancement inc. professional development opportunities.
  • Comprehensive Company Pension Scheme
  • Stay Healthy and Protected with BUPA Health Insurance
  • Excellent Holiday Entitlement including your Birthday Off

To apply, please send your CV and a brief cover letter outlining your suitability for the role to careers@passport365.net. Informal enquiries can be sent to Gary Johnson, gary.johnson@passport365.net.