Client Relationship Team Manager
ITVET Technology Solutions
full-time
Posted on:
Location Type: Hybrid
Location: Bishops Stortford • United Kingdom
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Salary
💰 £55,000 - £65,000 per year
About the role
- Line-manage Client Relationship Coordinators, Client Relationship Managers, and Senior Client Relationship Managers.
- Conduct regular 1-1 meetings, performance reviews, and development planning.
- Support onboarding, training, and progression within the CRM team.
- Act as a point of escalation for team or performance-related matters.
- Own sales performance across the CRM team, ensuring targets are met in a sustainable and client-first manner.
- Oversee opportunity management, quoting standards, and response times.
- Maintain and deliver sales and product training for the CRM team.
- Support complex or high-value commercial discussions where required.
- Ensure consistent standards of client engagement and communication across all CRM roles.
- Oversee account allocation and capacity planning to balance workload and client needs.
- Monitor client sentiment, feedback, and escalation trends.
- Act as an escalation point for key client concerns or complaints.
- Ensure CRM processes, documentation, and systems are used consistently and accurately.
- Maintain product and service documentation in collaboration with senior team members.
- Support adherence to service levels, security standards, and compliance requirements.
- Drive continuous improvement across CRM processes and ways of working.
- Work closely with Service Desk, Projects, Consultancy, and Procurement teams to ensure joined-up delivery.
- Support leadership initiatives relating to client engagement, retention, and growth.
Requirements
- Proven experience leading and developing client-facing or sales teams.
- Strong people management skills, including coaching, performance management, and development.
- Confident communicator, able to engage effectively with both clients and internal stakeholders.
- Strong commercial awareness with a balanced, client-first approach.
- Good understanding of IT services or managed service environments.
- Highly organised, with the ability to manage competing priorities and team workloads.
- Comfortable setting standards, enforcing process, and driving consistency.
- Calm, professional, and decisive when handling escalations or sensitive situations.
Benefits
- OTE's £70,000 - £95,000
- Private healthcare
- Fitness/wellbeing allowance
- Enhanced pension contributions
- Life and critical illness cover
- 31 days holiday allowance
- Employee assistance programme
- Enhanced parental leave
- 2 wellbeing leave days
- Additional paid leave days for volunteering
- Free parking
- Free breakfast, lunch and snacks
- Games area
- Busy social calendar
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
people managementcoachingperformance managementdevelopment planningcommunicationcommercial awarenessorganizational skillsescalation managementclient engagementcontinuous improvement