Banner Default Image


< Return to job search


Location: London
Industry: Sales and Marketing
Salary: 85000
Reference: 17738
Contact name: Hannah Chowdhury
Job published: June 13, 2023

Job description


The company:
My client develops and delivers trading software. 

Position Summary
They are seeking an enthusiastic and results driven Service Manager to join the team in London, England. The ideal candidate will be fanatical about client service and relentlessly committed to helping our customers succeed by any means necessary.  A successful Service Manager will develop strong relationships, ensure user satisfaction and drive product adoption to build brand loyalty, increase retention and grow user base.

What Will You Be Involved With?

  • Develop and own the customer service review process, whilst ensuring that regular service reports and individual SLA reporting, where agreed, is provided on a given regularity with the right level of touch for the size of customer. If these service reviews are delivered as a dedicated meeting, the Service Manager will host that meeting.
  • Be part of the project handover process for customers, ensuring that services taken on for any new products is completed in a professional manner
  • Be responsible for escalation management, primarily for critical/high service issues. Actively pursue escalated issues ensuring proactive resolution and communication to the customer, setting the appropriate expectations.
  • Build and maintain client relationships. Attending SBR (Strategic Business Review) meetings covering performance, service improvement, quality and processes.
  • Evaluate the changing needs of the service, liaising with internal and external stakeholders to identify areas for operational improvement, making recommendations for service improvement for each customer
  • Identify and report on “at risk” customers and work cross-team on the planned actions
  • Work with Sales & Pre-Sales Management to assist & drive product cross-sale opportunities, and proactively find opportunities
What You Bring to the Table:
  • 3+ years in a Customer Service or Account/Relationship Management role required, with experience in being responsible for banks, investment firms and other financial institutions.
  • Exposure to the Futures, Energy, Fixed Income and or the Cash financial markets required – working knowledge of trading platforms desirable.
  • Strong analytical, planning and organisational abilities and excellent attention to detail
  • Experience in customer escalation management
  • Excellent professional and positive verbal and written communication skills
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly
  • Willingness to learn and actively contribute to improving the global team
  • Experience with Google-suite applications; ServiceNow; JIRA; Smartsheets; Gainsight/Salesforce

They are offering up to £85,000 base + bonus, plus flexible working

Apply for this job