Job Description

Role Overview

The Client Relationship Manager is responsible for leading the client relationship strategy and ensuring the highest levels of client satisfaction, retention, and growth.

This role oversees the Client Management team, drives strategic account planning, and acts as the senior liaison between the company and its key clients. The ideal candidate is a proven leader with a strong background in client relationship management, commercial strategy, and cross-functional collaboration.

You will be responsible for the performance of your team, including the underlying processes and systems. Your success in undertaking this role will be demonstrated through client satisfaction, customer satisfaction, business target performance, client retention, commercial growth, margin maximisation and industry leadership.

This is a hands-on leadership role for a driven and organised individual with a track record of client and people management.

A keen attention to detail, ability to engage, motivate, and lead your teams, alongside strong organisational and communication skills will be critical towards ensuring you can achieve.

This role will work closely with other senior managers, and supported through internal and external training, providing the skills and development of your existing knowledge and experiences, allowing your continued growth and progression.

Key Responsibilities

Client Relationship Leadership

Serve as the senior point of contact for key clients including housing associations, local authorities, private landlords and developers.

Team Leadership & Performance

Lead and grow a high-performing client management team (e.g. Client Relationship Managers, Account Managers). Set clear objectives, KPIs, and standards for service delivery and client engagement. Drive a culture of accountability, proactive communication, and client-first thinking.

Service Delivery & Compliance

Work with technical operations, billing, metering, and customer service teams to ensure consistent and reliable service delivery and reporting. Ensure clients are informed and aligned with accurate and on time reporting. Monitor and adhere to service level agreements (SLAs) and contract compliance.

Commercial & Strategic Growth

Identify opportunities for contract renewals, upgrades, or expansions within existing developments and new schemes. Identify and implement areas for maximising margin Support bid and tender processes Provide input to pricing, billing structures, and service enhancements based on client feedback and market trends. Understand and record client feedback for all SaaS customers to ensure retention and growth within the SaaS operations Complete business target reporting once per month and present at monthly management meetings

Process & Client Experience Improvement

Implement robust account management processes, reporting frameworks, and client feedback loops Keep the Sycous CRM system updated with accurate and informative information including complaint monitoring Use insights from clients to inform service development, digital engagement, and communications strategies. Drive innovation in how the company engages with clients, including digital portals, self-service tools, and educational initiatives. Develop and maintain long-term strategic relationships, ensuring that the business is seen as a trusted and responsive partner. Manage escalations, ensuring swift resolution and excellent service recovery.

Future Progression

This role will be supported for continued progression and development, including internal and external training. This process is designed to be collaborative and will be based on achieving personal and business targets, allowing for continued personal growth both within and beyond the role, alongside company growth and expansion.

Location

Reporting Office: Leeds

Based: Home based but will be required to travel across the UK and internationally, with overnight stays required.

Travel: Travel required across the UK, including overnight stays.

About Sycous

We are experts in supporting energy network operators with open protocol metering hardware, software, and services.

We have industry leading knowledge and expertise in open protocol metering and data collection equipment, a skilled team of engineers for installation and maintenance, and an unrivalled customer service team for client and consumer support.

We are also the developers of the UK's first cloud based, remote data collection administration software for use in the district heating and communal energy market.

We believe in a sustainable future with transparent and accessible data at the heart of it.

We champion both innovation and education, to help drive positive change in the world of metering and billing and help keep costs as low as possible for consumers.

Job Types: Full-time, Permanent

Pay: 37,500.00 per year

Benefits:

Casual dress Company pension Health & wellbeing programme Private dental insurance Private medical insurance Referral programme Sick pay
Work Location: In person