About the role

Location: Hybrid, London, UK

‍Duration: Maternity Cover, full-time role

In the Client Engagement Manager role, you will be responsible for the overall client experience. You will act as the primary contact for clients throughout the lifespan of the contract. You will work closely with clients in identifying, understanding, and meeting their specific needs and challenges. Additionally, you will be driving activity and building client relationships. This role involves a close collaboration with the team leaders of the Intelligence Teams, the Operations Department, and the Directors. Clients are important to us, thus the Client Engagement Manager reports to the CEO. Success in this role will be demonstrated by improved client retention and satisfaction while growing new business opportunities with existing clients.

Maternity cover information:‍

• This is a full-time position of 40 working hours per week
• Contract length is 12 months with the possibility to extend at conclusion of contract
• Start date: mid-February 2024
• The role will be predominantly remote but will require infrequent visits to the London office as required with a flexible approach taken by the company to alternative arrangements and working hours

Responsibilities

• Ensuring timely and successful delivery of client objectives & projects
• Ensuring contracts are carried out according to agreed terms
• Ad hoc and regular client communication
• Communicating company news/updates and new ThreatMatch features
• Answering all client questions and support tickets in a timely manner
• Actively organising and managing operational and strategic business reviews (monthly/quarterly) with clients
• Monitoring and measuring client satisfaction and taking proactive action to remedy any concerns
• Addressing client issues with speed and efficiency
• Understanding specific needs of each client and supporting them to develop practical and effective strategies
• Identifying upselling and cross-selling opportunities to provide additional value within the client account
• Organising and executing a client’s onboarding process
• Delivery of onboarding & refresher training sessions
• Collaborating and liaising with internal teams to ensure client needs are being met
• Maintaining our CRM tool on a regular basis
• Back-end administration via the ThreatMatch admin panel
• Share client feedback with Directors and the Management

Skills and Experience

Minimum requirements:

• Proven experience in client service
• Proficient in MS Office and CRM/project management software
• Strong organisational and multitasking skills
• Detail and goal-oriented
• Client-oriented approach
• Excellent verbal and written communication abilities
• Excellent interpersonal skills
• Problem-solving aptitude

Nice to have:

• Prior experience as a Client Engagement Manager
• Project management experience
• Background in Cyber Threat Intelligence

Benefits

• 25 days leave
• Enrolment into NEST Pension Scheme
• Dedicated wellbeing allowance

Why SecAlliance

SecAlliance is a leading provider of both cyber and conventional intelligence solutions within the UK and European market. As a small, but rapidly growing organisation we offer a friendly, diverse, and inclusive culture where every voice is heard and respected.

If you’re curious, like being proactive, and are interested in researching new and over the horizon cyber threats, we can offer you an extremely fulfilling career within a fast paced but structured environment.