Digital Client Manager

Position Description

Title: Digital Client Manager
Location: London, UK
Reporting to: Senior Project Manager

Proactive and the Position Available

Proactive is a global, multimedia organisation providing breaking news, commentary and analysis on hundreds of listed companies and pre-IPO businesses across the globe, 24/7. And, uniquely, our renowned multi-media business is complemented by quality events management, smart investor relations delivery and a highly respected research offering.
This role will sit within our entity Proactive Digital Solutions UK, which is a digital services agency providing modern, responsive, and polished corporate websites, micro-sites, investor relations tools and market data feeds to quoted companies across multiple markets.
With decades’ experience across digital development, investor relations, corporate communications, multimedia, and branding, we offer brighter thinking that’s at the forefront of technology.

Position Summary

As Proactive and Proactive Digital Solutions continue to grow we are looking for a mission-focused, client driven, and process-minded Client Support Manager to help manage and grow our company.
This is a full-time role and you will be working as part of a talented and supportive team. You will be involved in managing day to day communications with our clients, providing front line support and assistance, assigning tasks to the development team, identifying potential upsell opportunities and in general, providing a friendly, dynamic, responsive and helpful face to our existing clients.
You will be working with our project management team, our sales team and with our web design and web development team to help drive continuous improvement within the company.

Principal Accountabilities / Responsibilities

Client Support:

• We use the SugarCRM ticketing system which supports our global web teams. The successful candidate for this role will need to play a key role in helping to manage and refine the Sugar ticketing system and be a contact point internally for any issues, training, and general support requests related to the system.
• Maintain, manage and monitor all client support requests that come in - via phone or email - for updates, changes, questions on their website and/or our services etc.
• Ensure all support requests are responded to and actioned in a timely manner.
• While most support requests will be assigned to the development team to complete, you will be required to monitor that these are being actioned as expected, provide clients with updates or additional information requests, as needed.
• Maintain and monitor requests using Sugar Serve (the Group ticketing system) where support requests are logged and tracked. Our website clients purchase support hours against which site updates and changes are made, these need to not only be kept up to date, but when running low, a client will need to be contacted to request that additional hours are purchased.
• Be able to provide individual reports to clients who request to see a log of all site updates and changes over a given period.
• Proactively contact clients ahead of financial announcements or other key dates in order to manage site updates in advance.
• Note that while the role is full time and normal office hours, there will be times when a client request requires an early morning, evening or weekend activity. This is typically managed and agreed in advance but this role does require some flexibility around working hours.

Person Specification

The successful candidate will demonstrate the following core strengths:

• Native-like English speaker
• Excellent verbal and written skills
• Ability to multi-task and prioritise in a deadline driven environment
• Excellent task management and organizational skills
• Dynamic, self motivated and proactive, able to work quickly and accurately
• Experienced working in an office environment, using PC or Mac, working with MS Office products etc.
• Demonstrable understanding of web design and web development projects
• Ability to work with web developers

Desirable Skills

• Experience of CRMs, ideally Sugar CRM
• Experience of WordPress
• Some understanding of the stock market, investor relations tools and investor communities would be beneficial
• Experience of Google Analytics and SEO

Work Environment - What We Offer

In return we offer a competitive salary in a central location, a professional environment, flexible working hours and the opportunity to learn about the financial markets and the companies that operate within them.
You will work in an established but innovative organisation and get to be part of a fast-growing company which offers a challenge and a great opportunity to develop your skills.
You will also be able to expand your understanding of the financial markets and help us expand the services and products that we are able to offer. You will also be able to input into our own website and general company branding.

Screening Questions

1. Do you have experience working with WordPress? If yes, please briefly describe your experience.
2. This is a contract role. What are your rate expectations in USD per month?
3. How would you rate your spoken English from 1–10, with 10 being native-level proficiency?
4. What experience do you have with ticketing systems and resource management? Please briefly describe.

How to Apply

If you are organised, client-focused and want to play a key role in delivering digital support for a global organisation, we want to hear from you.
To apply, send your CV to: ----------
Include your contact details, availability and a brief overview of your relevant experience. Only successful candidates will be contacted.