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Client Success Manager

UniLED has an exciting opportunity for an experienced Client Success Manager to join the business. This is a pivotal role with a key focus on managing and nurturing existing client relationships, developing new business and delivering on opportunities. 

Who we are

UniLED specialise in the service and maintenance of digital signage networks. We provide a comprehensive and fully integrated service solution for our clients to fulfil their business needs. UniLED has established itself as a market leader in screen maintenance and content management in the UK.

Job description

UniLED are looking for an experienced Client Success Manager to join the team.

As the Client Success Manager you will establish, maintain and grow our existing client relationships, whilst developing and converting new business.

Key responsibilities

Business Development (40%)

  • Liaising with existing and prospective clients to discuss new opportunities
  • Identifying new opportunities both in the UK & Internationally
  • Liaising with all internal colleagues to gather required information
  • Determine appropriate pricing and develop proposals
  • Develop supporting marketing collateral
  • Opportunity follow-up
  • Maintain Microsoft Dynamics CRM to ensure accurate pipeline management and forecasting
  • Contract negotiation & client onboarding

Client Relationship Management (40%)

  • Interacting with new and potential clients on a regular basis
  • Managing the relationships & communication with all recurring clients
  • Onboarding new partners & managing partner relations
  • Managing contract renewal process
  • Implementing client service policies and procedures to enhance client satisfaction

Operations/Process/Finance (20%)

  • Provide high level technical and product support
  • Regular forecasting and reporting
  • Liaising with finance and operations, following up with clients to ensure projects are accurately quoted, invoiced and paid
  • Keeping track of project progress to support finance billing and WIP schedules
  • Work with Programme Manager to drive continuous improvement in CRM use and development

Skills & experience

Knowledge

  • Demonstrable experience in a service-orientated business, ideally working with long-term recurring clients
  • Significant experience in a client success, client relationship or business development position
  • Experience analysing and optimising the existing processes in a Client Relationship/Success role
  • Experience providing internal teams with feedback to support and drive product and process improvements
  • Experience of working withing the digital out-of-home industry (preferred), if not, experience of working within a technical or engineering sector
  • (Preferred) experience of working with legal teams and client to review and finalise contractual agreements

Skills

  • Excellent ability to communicate and present well in writing and verbally and in fostering positive business relationships
  • Strong technical skills in MS Office products, Salesforce and aptitude and interest in technical software products
  • Excellent planning and organisational ability
  • Strong influencing skills with ability to influence at all levels and across functional areas

  • Analytical and detail-focused with a highly commercial approach to analysis and process improvement
  • Structured problem solver with the ability to diagnose problems quickly and have foresight into potential issues
  • Able to work flexible hours as needed and to travel as required to ensure business needs are met (mainly UK)

Behaviour 

  • People-centred – able to get the very best from external and internal clients by role modelling excellent relationship management skills and management practices
  • A positive ‘can do’ attitude
  • Analytical decision-maker basing decisions on fact
  • A flexible and proactive approach to meet ever-changing client demands and a planned pragmatic approach to decision making
  • Takes full ownership, is results focussed and is a ‘complete finisher’
  • Approachable, reliable and dependable – seen by others as a ‘trusted advisor’
  • Ethical approach towards employees and clients
  • Resilient and determined – able to work effectively in a demanding and changing environment
  • Creative in approach

Package details

  • Competitive Salary
  • Company Pension Scheme
  • Company Laptop
  • 25 Days Annual Leave + Bank Holidays

Location

5 Wellesley Court, Apsley Way, Staples Corner, London NW2 7HF

Please send your CV (no longer than 2 pages) and a cover email, which tells us a bit about yourself and your interests.

Apply

Equal opportunities

UniLED is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.