Client Service Manager

marcus evans, founded in 1983, is a global business intelligence and event marketing company, with 49 offices in 20 countries. Headquartered in the UK, we are rated in the top 20 UK companies for work/life balance.

Working across all industry sectors our Summits, Conferences and Online Events brands deliver innovative high-level content, networking and one-to-one meeting platforms that bring together key decision-makers on a truly global scale. Our client base is comprised of c-level executives from 98% of existing fortune 1000 companies, and are world leaders in a variety of industries, such as investment, healthcare, legal, pharmaceutical, energy, packaging etc.

We are looking for a highly organized, enthusiastic, and dedicated professional to join our Summits team as a Client Service Manager (CSM). This person will report to our Talent Asset Manager for Summit Sales based in our office in Greenwich.

This is an in-person role located in our Nicosia office.

Key Responsibilities

Welcome on Board, Prep, and Debrief Calls:

• CSMs will help book and join all welcome on board, Prep, and Debrief calls between sales team and clients.
• CSM focus is on newly trained account managers to confirm they are doing the account management process to set standards BUT will also spot check senior directors from time to time to audit their calls and capture strong calls that can be shared with sales team.
• Post-call, CSMs will send scorecards and training notes.
• Have a debrief call with account manager to review call score and places for improvement.
• Scorecard grades will contribute to the KPI dashboard, categorized by office and individual.

Training for New Account Managers:

• CSMs will conduct 2-3 group tape trainings per month to review tapes on welcome on board, Prep, and Debrief calls and best practices for new account managers as part of ongoing training.
• Ensure that best practices are clearly understood, enabling account managers to conduct these calls independently.
• Monitor these calls, sending scorecards and training notes while keeping the SP head in the loop for transparency.
• Identify failing accounts and submit for account manager reassignment if deemed necessary.

ConnectMe(after sales market place):

• Timely handling of ConnectMe requests will be paramount- CSM will audit response times by account managers.
• CSMs will ensure that the ConnectMe Diary (template to be created) is shared with clients and utilized effectively in rebook conversations.
• Response rates will be tracked in HubSpot and on the dashboard, with CSMs monitoring and intervening if necessary.

Qualifications

• Highly organized with good time management skills.
• Recognised degree or diploma in any business management discipline.
• Great attention to detail.
• Excellent knowledge of the English language (verbal and written).
• Proficient with Microsoft Office/ Word/ Excel.
• Experience with HubSpot or similar CRM system a plus.
• Experience collaborating with internal and cross-functional teams.
• Ability to multi-task.
• Great problem-solving ability.

Compensation & Benefits

• We are a dynamic and experienced international team.
• We’ll train you so you make an impact.
• We offer a competitive remuneration package.
• 21 annual leave days, including office closure between Christmas and New Year’s Day.
• Great office location, in the heart of Nicosia.
• Fun social activities.

To apply click HERE

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.