Customer Relationship Management Manager

Job Summary We are seeking a proactive and client-focused Client Relationship Manager (CRM) to manage and develop relationships with a portfolio of clients. The role is responsible for ensuring a consistently high-quality client experience, aligning services with client expectations, and acting as a trusted advisor. You will collaborate with internal teams to coordinate service delivery, monitor client satisfaction, and identify opportunities to enhance client environments.

This role requires balancing client needs with commercial awareness to drive value for both the client and the business. Key Responsibilities Client & Relationship Management Own and manage a portfolio of assigned clients, acting as their primary point of contact. Develop a strong understanding of each client’s: Business operations, goals, and priorities Key stakeholders and decision-makers Budget cycles and financial constraints Maintain a working knowledge of client IT environments, including: Network and connectivity overview End-user devices and lifecycle management Cloud services and third-party applications Conduct regular structured client reviews (both remote and onsite).

Monitor client sentiment and proactively address risks to satisfaction. Commercial & Delivery Responsibilities Identify and recommend improvements to client environments aligned with best practice and business value. Manage client onboarding processes to ensure smooth transitions and positive early engagement.

Ensure all clients meet Minimum Security Standards . Track opportunities from recommendation through to successful delivery. Maintain accurate and up-to-date records in CRM and EDM systems.

Internal Collaboration Work closely with Service Desk, Projects, and Consultancy teams to ensure seamless and coordinated service delivery. Act as an escalation point for client issues where necessary, ensuring timely and effective resolution. Skills & Competencies Strong relationship-building skills with a client-first mindset.

Commercial awareness with the ability to balance value and cost considerations. Confidence in discussing risk, budgets, and business priorities with stakeholders. Excellent organisational, time management, and communication skills.

Proactive, solution-oriented approach with attention to detail. Key Attributes Trusted advisor mindset Professional and confident communicator Collaborative team player Results-driven and accountable