Senior Client Service Manager - #1797086

Ready to drive the success of Equifax's most valuable clients? As a Senior Client Service Manager, you will lead strategic partnerships, champion operational excellence, and unlock unparalleled value. You'll be the indispensable expert, taking full ownership of crucial relationships and ensuring our top-tier clients maximize the power of Equifax solutions.

You will embed yourself deeply in your clients' businesses, becoming their trusted strategic partner. From anticipating future growth to delivering tailored solutions, you'll be the primary point of contact for all non-sales related issues, proactively managing and increasing the value we add.

You will also lead during critical incidents, mitigating impacts through robust communication and solutions delivery, and taking full ownership of client queries from start to finish. You'll navigate our internal landscape to ensure services consistently exceed expectations and meet contracted standards, always challenging the business to remain client-focused.

This role requires face-to-face client contact, involving travel and agile working, with regular out-of-hours on-call support for our top-tier clients.

What you’ll do

What Experience You Need What could set you apart

• Shape Strategic Partnerships: Strategically lead and implement bespoke client relationship management strategies for our most valuable EFX and TDX clients, setting the standard for premium service and driving long-term success.
• Cultivate Proactive Engagement: Design and implement bespoke proactive contact strategies (including service reviews, pricing and fee reviews, client change request overviews, and value add driven review activity) to maximize client relationships and unlock new opportunities.
• Champion Operational Excellence: Measure and monitor the end-to-end performance of services, ensuring they meet contracted service levels and quality standards, identifying opportunities for continuous improvement and client satisfaction.
• Refine Client Support: Evaluate and enhance our client support model, ensuring it remains fit for purpose and consistently delivers the highest levels of required support.
• Drive Cross-Functional Delivery: Direct and coordinate efforts across the company to ensure the delivery of high-quality services that consistently meet or exceed client expectations.
• Innovate Service & Process: Proactively identify, propose, and implement opportunities for service and process improvements that directly benefit our clients.
• Enhance Service Documentation: Work collaboratively across the organization to document, monitor, measure, and continuously improve services contracted to clients.
• Ensure Compliance & Audits: Drive the timely completion of all audits and associated actions across the business, maintaining rigorous standards within agreed timelines.
• Deliver Insightful Reporting: Identify client MI and reporting needs, then coordinate the creation and delivery of bespoke service reports. Leverage these insights to drive value, enhancing client advocacy by demonstrating tangible benefits.
• Steward Critical Client Initiatives:
• Own Client Plans: Take full ownership of all client-related plans, including those for service improvement, incident management, and revenue protection, ensuring strategic alignment and successful execution.
• Streamline Client Onboarding: Ensure successful client take-on processes and professional management of initial client engagement.
• Act as Trusted Advisor: Serve as the primary face of Equifax for your clients, providing essential business Subject Matter Expertise (SME) support both internally and externally.
• Empower Sales Teams: Support Account Directors, Business Development Executives, and sales efforts by effectively managing all non-sales related activities, allowing them to focus on growth.
• Provide Dedicated Support: Offer dedicated on-call support for clients during service incidents and provide out-of-hours assistance for our top 100 clients, ensuring continuous operational stability.
• Senior-Level Client Stewardship: You possess a proven track record in successful client service and senior-level client relationship management, adept at nurturing and growing valuable partnerships.
• Proposition Leadership: You have a demonstrated ability to strategically manage client relationships and proactively lead the client proposition from the forefront, driving mutual success.
• Improvement Driver: You can confidently identify and implement impactful service improvements that enhance client value and operational efficiency.
• Exceptional Delivery Management: You excel at effectively managing the delivery of multiple complex initiatives, ensuring successful outcomes.
• Client Satisfaction Champion: You consistently deliver high standards of client satisfaction, building strong advocacy and trust.
• Technical Service Acumen: You are skilled in supporting technical service reviews, particularly in critical incident management scenarios.
• Influential Communication: You possess a high standard of communication, enabling effective engagement and influence across all levels of an organization.
• Experience operating within an FCA regulated industry
• Demonstrated ability to navigate and follow complex processes with precision and efficiency.
• Proficiency with Salesforce as a CRM system.
• Familiarity and experience utilizing Google applications (e.g., Google Workspace).