Customer Support Relationship Manager

13 October 20212021-10-13
Leatherhead, Surrey
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Position Title:

Customer Support & Relationship Manager


Leatherhead, Surrey






Our great client in Leatherhead who is going from strength to strength is seeking a customer support manager to support one of their key clients. You will required to ensure clients receive the very best in terms of service levels through both internal account management and procedural efficiency.




  • To ensure all client SLA’s are upheld
  • Perform all operational procedures to support Account Managers and Sales Teams
  • Manage workload to ensure deadlines are met and customer expectations are met / exceeded
  • To ensure customers are in receipt of the necessary tools and information in a timely fashion
  • Generation of incremental business opportunities through strong customer relationships


  • Regular liaison with purchasing level contacts with our customers organisations & building relationships son a day to day basis
  • Regular liaison with other internal teams (Purchasing, Accounts, Microsoft Operations Team, Sales Specialist Teams)
  • Ensure Vendor pricelists and back order reports are distributed in advance of effective date
  • Create, track and follow up on all quotations and manage / notify customers of all contractual and non-contractual renewals
  • To advise customers on licensing procedures
  • Take responsibility for all basic customer queries and escalate anything more complex where required and ensure a timely resolution
  • Provide cover for aligned Account Managers and members of the team as necessary
  • Compile and distribute monthly License Statements where required
  • Attend customer review meetings and perform operational health checks on a regular basis
  • Complete operational tasks across all vendors including notification of scheduled billings and supply monthly customised usage reports
  • Ensure all outstanding orders are invoiced at the end of each month
  • Provide training for customers on vendor portals and management of these and any associated benefits
  • Distribute and follow up on all database alerts such as compliance and agreement expiry notifications
  • Management of Customer Relationship Management System (CRM) for aligned accounts






Educational Qualifications:

  • GCSE in English and Maths



  • Organised individual with excellent time management
  • Accuracy and attention to detail essential
  • Good level of customer service skills essential

·       Outlook, Word and Excel experience/knowledge essential