Client Success Director Remote, UK Salary: A GBP 45k + A GBP 5.5k car allowance + bonus Permanent About the role Are you ready to make a lasting impact? As our new Client Success Director, youll take the lead in delivering top tier consultancy services to our most important clients, overseeing the technical aspects of individual contracts and ensuring exceptional service every step of the way. This is a dynamic, fast:paced role where your expertise as a qualified health and safety/fire safety consultant (or your relevant technical knowledge) will shine. Youll work closely with our larger property management clients, building strong relationships and being their go:to for everything related to health and safety. Youll be the bridge between our clients Health and Safety teams, Facilities Managers and our internal teams, including Service Directors, Team Managers, Technical Managers, Consultants and our Helpdesk team. In this exciting role, youll balance business administration with strategic responsibility. Youll ensure services are delivered on time, within budget and in line with the companys profit targets, all while identifying upselling opportunities and managing client relationships with professionalism and care. Youll draft fee proposals, review pricing strategies and ensure debt management is handled seamlessly all while fostering long:term success for both our clients and the company. This is your chance to take the reins, influence client outcomes and help shape the future of our consultancy services. If youre ready to make a difference and thrive in a leadership role, we want you on our team What youll be getting up to * Deal with enquiries from clients and direct client communications. * Maintain regular communication with clients to understand the client needs, expectations and feedback. * Keep the Client Success Officer fully briefed of client specific developments / issues which may arise. * Attend client meetings / briefings with the Client Success colleagues or independently, as appropriate. * Be proactive and use initiative to develop client accounts through offering additional services to grow the value of accounts year on year. * Ensure clients are informed of any high risk / P1 issues arising in accordance with specific client protocols (note that this may be the direct responsibility of the Client Success Manager). * Oversee the QA procedure (in consultation with the Quality, Accreditations and SHE Manager) in terms of ensuring reports are being produced in accordance with SLAs, Client Protocols, SRC standards, as well as legislative requirements and industry standards. Ensure feedback to Consultants via Team Managers / Technical Managers is constructive, balanced and appropriate. * Implement and track quality objectives / KPIs. * Oversee the adherence to SLAs and co:ordinate with the scheduling team re consultants visits to ensure SLAs are being met. * Oversee the issuing of guidance via client protocols on common issues, new legislation and guidance and client requirements. Assist in the briefing of the Consultant teams on client:specific issues at Consultant meetings. * Overseeing the technical responses to H and S / Fire etc. enquiries and meetings around this, any enforcement action, updates to templates, document types etc. and discussion with clients ahead of such changes. * Be fully acquainted with all relevant software and the client specific modifications to these systems. * Co:ordinate with the software team to resolve issues. Work with the Development Team as appropriate to enhance software for the client (in strict accordance with SRC new software development protocols). * Liaise with the Service Director(s) to ensure consistency across the service disciplines. * Oversee the process, together with the Client Success colleagues and Team Managers / Technical Managers, of ensuring Consultants, and particularly new starters, gain knowledge of client accou