Client Success Manager

at  BMS Performance Ltd

Our client is an award-winning Research & Development (R&D) specialist consultancy that believes in client service excellence delivered through a blend of talent and technology. Our client is a certified B Corp, member of the Chartered Institute for Taxation and a Sunday Times Best Places to Work 2024.
The role
In this role, you will be the primary point of contact for clients, ensuring their success and satisfaction throughout their R&D claims process with us. Additionally, you will be responsible for growing the team’s capabilities to explore our broader innovation services and foster relationships with our strategic partners.
In this role, you should be an excellent communicator with a commercial mindset who is able to grasp customer needs and brainstorm ways to fulfil them. Your goal will be to help us safeguard our revenue whilst retaining our current clients and leveraging our world class consulting service to generate new business.

The four pillars

• Client Retention
• Revenue generation - identifying opportunities for our other funding advisory products as well as generating referrals through our existing client base.
• Client journey improvements, monitoring and feedback.
• Team Collaboration & Support

You will have

• 5+ years of AM/Client Success experience
• Experience in financial services, SME’s, funding and/or partnership management is ideal
• Strong commercial awareness and great communication skills
• Strong ambition and self-motivation, capable of independently initiating and driving projects
• Experienced and capable of working to targets
• Exceptional organisational and project management skills with an attention to detail
• The flexibility to take on change, shifting tasks and priorities when circumstances dictate
• The will to make a marked impact on the UK innovation landscape

Day-to-day:

• Collaborate with Key Teams:
• Work closely with Management, Business Development, Consulting, Finance, and Strategic Project teams to leverage and strengthen relationships across the entire client base. Negotiate and agree renewal contracts to continuously build client relationships
• Business Development & Client Growth:
• Proactively generate new business opportunities with existing clients by identifying areas for relationship expansion and upselling services. Explore potential for new projects and services that align with clients’ evolving needs. Referral Generation:
• Cultivate and maintain trusted relationships with clients to encourage referrals and develop referral opportunities.
• Client Lifecycle Engagement:
• Engage clients proactively throughout their lifecycle, ensuring:
• Regular check-ins to maintain fee levels
• Clear communication to keep clients informed
• Seamless transitions between different stages of the client relationship
• Accountability on both sides for ongoing success and satisfaction
• Develop trusted adviser relationships with key accounts, both internal and external stakeholders and partners
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Prepare monthly, quarterly, and annual reports and forecasts, tracking key account metrics
• Assist with challenging client requests, disputes, complaints & feedback

Please refer the Job description for details