Client Solutions Manager

Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Our ideal candidate?
You will be well versed in building strong stakeholder relationships, with the ability to understanding their requirements and aspirations and translate them into efficiency gains and development opportunities through leveraging our best in class technology and commitment to best practice.

To be successful in this role, you must be able to demonstrate:

• Top class communication skills with the ability to influence, negotiate and explain technical / non-technical solutions clearly and concisely to clients and colleagues.
• Superior presentation and communication skills, both written and verbal.
• Relevant experience, preferably within a contact centre / BPO environment, with a strong understanding of the customer experience and related technologies that support customer service engagement: e.g. Zendesk, Salesforce, Other CRM style systems.
• Proven experience in a project management capacity with an excellent track record of client account management.
• An understanding of formal project management methodology and business process development.
• Knowledge of the retail sector, our competition and positioning within the market. With a keen interest in following the latest industry developments.
• Experience of delivering projects in a fast-paced environment with the ability to manage and prioritise your own time.
• Strong proficiency in Microsoft Applications

About Ascensos
Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced customer service, offering omnichannel customer contact solutions across traditional, digital & social channels.

We are an owner-managed, next-generation boutique contact centre. We draw from our awarding winning background of world-class customer experience, combined with the digital mindset and the latest emerging technology to shape customer experience solutions for tomorrow's customer needs.

Within eight years, we have expanded our operations across Europe, with sites in Scotland, England, Romania and Turkey. For us, it's all about loving what you do.

Due to our significant growth, we are looking for a Client Solutions Manager to join our team.


What to expect
As Client Solutions Manager, you will play a fundamental role in managing the partnership with our clients, from onboarding, through transition, transformation and continuous improvement.

Reporting to the Head of Client Solutions, this role involves working with all areas of the business and coordinating the input of team members and clients to deliver the strategic aims of Ascensos and our clients.

We seek a Client Solutions Manager who can demonstrate a passion for working collaboratively with our clients, the leadership team and our colleagues to deliver solution-focused projects to time, cost and quality, with the commitment to delivering on our end goal of a world-class customer experience.

• Identifying opportunities in efficiency and growth, working with internal and external specialists to develop accounts by presenting innovative solutions and plans to deliver on them.
• Bringing new Ideas and solution design that will elevate the client and business proposition.
• Creating and delivering continuous improvement plans aligned with our client and business objectives.
• Full ownership of and responsibility for the successful management of each project, from scoping through to delivery, including; identifying and monitoring project risks and opportunities.
• Managing our client's expectations and project deliverables to ensure successful delivery of each project, effectively communicating with internal and external stakeholders at all times.
• Building strong relationships and working collaboratively with Operations Managers and key stakeholders across all areas of Ascensos and our clients' businesses.
• Creating and presenting reporting packs in conjunction with Operations managers and other specialists for client review meetings
• Establishing and maintaining project governance reviews, including the compliant development and delivery of all project documentation aligned to our contractual obligations.

We understand people don't fit in little grey boxes. We recognise the importance of individuals. Our success is down to our people, and we are always on the lookout for new members of #theAteam to help us deliver incredible experiences for our clients and their customers.

If you're interested in becoming part of #theAteam and feel you have the credentials to make this role a success, then we look forward to meeting you.