Client Success Director

About The Role

Are you ready to make a lasting impact? As our new Client Success Director, you'll take the lead in delivering top-tier consultancy services to our most important clients, overseeing the technical aspects of individual contracts and ensuring exceptional service every step of the way.

This is a dynamic, fast-paced role where your expertise as a qualified health and safety/fire safety consultant (or your relevant technical knowledge) will shine. You'll work closely with our larger property management clients, building strong relationships and being their go-to for everything related to health and safety. You'll be the bridge between our clients' Health and Safety teams, Facilities Managers and our internal teams, including Service Directors, Team Managers, Technical Managers, Consultants, and our Helpdesk team.

In this exciting role, you'll balance business administration with strategic responsibility. You'll ensure services are delivered on time, within budget, and in line with the company's profit targets, all while identifying upselling opportunities and managing client relationships with professionalism and care. You'll draft fee proposals, review pricing strategies, and ensure debt management is handled seamlessly while fostering long-term success for both our clients and the company.

This is your chance to take the reins, influence client outcomes, and help shape the future of our consultancy services. If you're ready to make a difference and thrive in a leadership role, we want you on our team!

What You'll Be Getting Up To

• Deal with enquiries from clients and direct client communications.
• Maintain regular communication with clients to understand the client needs, expectations, and feedback.
• Keep the Client Success Officer fully briefed on client-specific developments/issues which may arise.
• Attend client meetings/briefings with the Client Success colleagues or independently, as appropriate.
• Be proactive and use initiative to develop client accounts through offering additional services to grow the value of accounts year on year.
• Ensure clients are informed of any high-risk/P1 issues arising in accordance with specific client protocols (note that this may be the direct responsibility of the Client Success Manager).
• Oversee the QA procedure (in consultation with the Quality, Accreditations, and SHE Manager) in terms of ensuring reports are being produced in accordance with SLAs, Client Protocols, SRC standards, as well as legislative requirements and industry standards. Ensure feedback to Consultants via Team Managers/Technical Managers is constructive, balanced, and appropriate.
• Implement and track quality objectives/KPIs.
• Oversee the adherence to SLAs and coordinate with the scheduling team regarding consultants' visits to ensure SLAs are being met.
• Oversee the issuing of guidance via client protocols on common issues, new legislation and guidance, and client requirements. Assist in the briefing of the Consultant teams on client-specific issues at Consultant meetings.
• Overseeing the technical responses to H&S/Fire, etc., enquiries and meetings around this, any enforcement action, updates to templates, document types, etc., and discussion with clients ahead of such changes.
• Be fully acquainted with all relevant software and the client-specific modifications to these systems.
• Coordinate with the software team to resolve issues. Work with the Development Team as appropriate to enhance software for the client (in strict accordance with SRC new software development protocols).
• Liaise with the Service Director(s) to ensure consistency across the service disciplines.
• Oversee the process, together with the Client Success colleagues and Team Managers/Technical Managers, of ensuring Consultants, and particularly new starters, gain knowledge of client accounts. Help to identify Consultant skills/training requirements and communicate these to the appropriate Team Manager/Technical Manager.
• Work with Client Success colleagues to produce monthly/annual client reports. Produce and analyze regular and ad-hoc reports of actions raised by Consultants across each client, for example. Identify any significant trends or patterns and identify appropriate recommendations.
• Monitor progress in closing client-specific Helpdesk tasks, in accordance with client-specific SLAs.
• Update client-specific training materials, as required, to reflect changes in legislation, changes to client policies and procedures, etc.
• Liaise with Training Administrator(s) regarding the planning and scheduling of client training - both online and face-to-face. Assist in the delivery of training to client staff on the use of the software systems (face-to-face and via Web-Ex) and possibly face-to-face health and safety training (dependent on experience).
• Managing direct reports, where necessary.
• Periodically undertake consultancy services directly, as required.
• Assist where required to develop SRC internal safety systems and processes.
• Assist in mobilization of new client contracts.
• Monitor and update the company forecast information on a regular basis.
• Liaise with the Finance Team to ensure client debt is addressed on a regular basis, escalating this to the client where required.
• Work on annual cost projections and forecasts, reviewing client fees on an annual basis.
• Provide quotes and fees for complex sites and new mobilizations (i.e., those outside the fee matrix).
• Oversee and report on client feedback, investigating any negative feedback and addressing corrective actions with the Team Managers/Technical Managers.
• Where required, coordinate and report on annual client feedback surveys.
• Liaise with external bodies that may complete work on our behalf (tracking their SLAs and escalating any concerns where appropriate). Also, ensuring timely payment to any such external bodies.
• Produce and communicate agendas and minutes if required.