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Client Success Director
About the role
As our new Client Success Director, you will lead the delivery of top-tier consultancy services to key clients, overseeing technical aspects of contracts and ensuring exceptional service. This dynamic role requires expertise in health and safety/fire safety (or relevant technical knowledge), working closely with property management clients and internal teams, including Service Directors, Technical Managers, and the Helpdesk team.
You will balance business administration with strategic responsibilities, ensuring timely service delivery within budget, identifying upselling opportunities, and managing client relationships professionally. Responsibilities include drafting fee proposals, reviewing pricing strategies, and managing debt to foster long-term success for clients and the company.
Key responsibilities
- Manage client inquiries and communications, maintaining strong relationships and understanding client needs.
- Coordinate with internal teams to ensure quality reports and adherence to SLAs and standards.
- Oversee technical responses to H&S/Fire enquiries, updates to templates, and client meetings.
- Utilize relevant software systems, coordinate with IT and development teams to resolve issues, and enhance software functionalities.
- Lead and develop team members, including new starters, and undertake direct consultancy services when needed.
- Assist in developing internal safety systems, mobilizing new contracts, and managing financial forecasts and client debt.
- Gather and analyze client feedback, prepare reports, and implement improvements.
Requirements
The ideal candidate will demonstrate:
- NEBOSH H&S Diploma or equivalent with at least 5 years’ experience advising on H&S, Fire Safety, Asbestos, or Legionella.
- Strong client success and relationship management skills.
- Excellent IT skills, including Excel, Word, PowerPoint.
- Ability to work independently, proactively solve problems, and travel as needed (approximately 60% home-based).
- Excellent verbal and written communication skills, capable of engaging stakeholders at all levels.
Desirable qualities
- Ability to deliver training courses.
- Knowledge of FM/Property Management.
What we offer
- Salary: £45k + £5.5k car allowance + bonus.
- Location: Home-based with travel requirements.
- Benefits include: 25 days annual leave, health cash plan, gym discounts, cycle to work, pension scheme, family leave enhancements, volunteer days, social events, and professional development support.
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