Senior Client Service Manager - EMEA

Job reference: MS029666

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Language Recruitment Services (LRS) is actively seeking an accomplished Senior Client Service Manager for a prominent global player within the medical research sector. In this pivotal role, you will be entrusted with overseeing and nurturing client relationships across the EMEA region, serving as the primary point of contact and championing exceptional client satisfaction.

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Responsibilities:

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• Cultivate and maintain robust relationships with key clients, proactively address inquiries, provide expert assistance, and consistently deliver exceptional client service.

• Collaborate effectively with Account Executives and cross-functional teams, including Sales, Marketing, Product Management, and Operations, to ensure seamless client support.

• Partner with the Technical Services department to oversee the delivery of top-tier customer support, guaranteeing the prompt resolution of issues and concerns.

• Facilitate streamlined onboarding processes for new clients and ensure their comprehensive understanding of available products, services, and resources.

• Remain up-to-date with industry trends, competitive analysis, and market dynamics, contributing recommendations for internal adaptation and optimization.

• Manage contract negotiations, renewals, and modifications, ensuring alignment with clients and compliance with company policies and legal requirements.

• Provide detailed reporting on key performance indicators, client feedback, and satisfaction levels.

• Handle client escalations efficiently, working closely with relevant teams to resolve issues and prevent future occurrences.

• Offer first-line management to the regional customer service team, including workload allocation, performance monitoring, individual appraisals, and leading performance review meetings.

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Profile:

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• Language Skills: Fluency in English is an absolute requirement, while proficiency in German and/or Spanish is highly desirable.

• Experience: Substantial experience in client service or customer service leadership roles is essential.

• Sector Knowledge: Familiarity with order processing systems

• Team Leadership: Proven ability to inspire and lead cross-functional teams.

• Communication: Excellent communication and interpersonal skills.

• Customer-Centric: A proactive, customer-focused approach.

• Travel: Willingness to travel as necessary within the EMEA region.

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Thank you for applying to Language Recruitment Services, the Language Recruitment Specialist with 35 Years’ Experience in multilingual recruitment.

We may not be able to reply to you due to the volume of applications received.

In the event there are no suitable roles available for you at the moment we may hold your details on our database and contact you in the future should a suitable vacancy arise.

LRS is An Equal Opportunities Employer.

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