Job Client Success Manager

Client Success Manager

Permanent

Salary: £32k - 35k per year + car allowance and a performance related bonus

Remote, UK

About Us

SRC are at the forefront of revolutionising health and safety compliance solutions, Supply Chain compliance and Facilities Management, where your contribution will be instrumental in shaping a more streamlined and compliant landscape. With a mission to foster compliance, resilience, and success, we take pride in being the go-to partner for businesses navigating the complexities of regulatory landscapes & Facilities management.

Our dedicated team of professionals merges deep industry knowledge with cutting-edge tools, ensuring that our clients receive tailored support to meet and exceed compliance standards.

Join us in crafting a future where compliance is more than just a necessity; it's the bedrock of sustainable and flourishing businesses. SRC is not just your safety partner but also your pathway to success.

About the role

The Client Success Manager will be accountable for managing service deliverables and ensuring compliance with health and safety requirements for individual contracts. Their primary interactions will be with clients' Health and Safety teams, Facilities Managers as well as our internal Compliance Service Directors, Consultants, Technical Managers, and the Helpdesk/CAFM Helpdesk teams. You will report to your line manager but will also work closely with other members of the wider teams across different departments.

The role will involve a mixture of business administration, client management and health & safety activities. Ultimately the Client Success Manager will be at the forefront of deliveringa high level, responsive quality service to the client and as such, good communication skills and a ‘can-do’ attitude are key.

What you’ll be getting up to

• Serve as the primary contact between the company and clients, handling inquiries and maintaining regular communication to understand their needs, expectationsand feedback.
• Keep your line manager informed and proactively develop client accounts by offering additional services to increase value. Attend client meetings, produce agendas and minutes when required.
• Notify clients of high-risk/P1 issues per client protocol.
• QA reports within SLA, ensure compliance with client protocols, WMC standardsand industry regulationsuploading them to Meridian. Coordinate system updates and provide feedback to Consultants via Team Managers.
• Work with the scheduling team to track consultant’s visits, ensuring reports are uploaded on time. Follow up on absent reports.
• Provide guidance on common issues, new legislationand client requirements. Assist in briefing Consultants on client-specific matters.
• Be proficient in all relevant systems, including Report Writer software and client-specific modifications. Collaborate with the Meridian software and Development teams to resolve issues and enhance applications.
• Maintain client-specific risk assessment controls in Report Writer and ensure consistency across the company by coordinating with Fire Consultants.
• Support Consultants, particularly new hires, by sharing client account knowledge, accompanying them on visits and identifying training needs.
• Prepare and analyse client reports, identifying trends and making recommendations. Present performance reports and gather feedback for service improvement.
• Manage helpdesk tasks, ensuring timely completion and monitoring outstanding issues.
• Coordinate with IT teams on system enhancements. Update and review client-specific training materials. Assist in planning, scheduling and delivering client training (online and face-to-face).
• Conduct health and safety consultancy activities as needed. Contribute to WMC’s internal safety systems and processes.
• Assist in mobilising new contracts, renewals and contract negotiations. Identify opportunities for account growth and upselling additional services.
• Build and maintain relationships with internal teams, including CAFM/Compliance Helpdesk and Consultancy teams.
• Develop and implement strategies to support client retention targets and ensure alignment with client goals. Assist with invoicing and resolving billing issues.

What we're looking for

The ideal candidate for this role will demonstrate behaviours that reflect our core values. Our colleagues are approachable and optimistic, focussing on solutions. We listen to understand client needs, delivering expert guidance and high-quality service. We foster collaboration by sharing knowledge openly and supporting others to thrive by sharing well-considered feedback. We continuously strive for improvement by being open to challenge, being curious and focussing on innovation.

Why Join Us?

We put people first—whether it’s our customers or our colleagues. When you join us, you’ll be part of a supportive team that values collaboration, innovation, and professional growth. We’ll give you the tools and opportunities to succeed, while ensuring you feel valued every step of the way.

Some of our benefits

We aim to support our colleagues both professionally and personally. Here’s a snapshot of what we offer:

• Salary: £32,000 - £35,000 per annum with a car allowance of £5,500 plus a 5% performance related bonus
• Location: Home based with travel to meet with colleagues and clients (including regular meetings in London)
• Wellbeing – Health cash plan, gym discounts, cycle to work scheme and an enhanced employee assistance programme
• Financial – salary sacrifice pension scheme and exclusive shopping discounts
• Family – we enhance statutory entitlements for family leave policies
• Community – volunteer days and religious holiday swaps
• Social – we host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work
• Development – we’ll cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library

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