• kateeherren

We are hiring! Client Success Manager

The Tracing Group is entering an exciting period of transition and growth. We have our sights set high and we need a brilliant Client Success Manager to look after our ever expanding (and wonderful) client base, taking them through their onboarding journey and maintaining a relationship with them throughout.

Who will the role suit?

You will be phenomenal with people, but also have organisational skills that are second to none. You will not be phased about the idea of working with clients at all levels within a business, be able to accurately pull together sales documentation, manage client due diligence, be on hand to manage client queries and guide clients through the entire onboarding process as well as maintaining a great relationship with them, offering support and recommendations when needed.

You will also not be afraid to support with new business recruitment projects as and when needed.

Overall Responsibilities:

  • Working as part of a small team, you will report directly into the Managing Director to deliver upon the business development strand of the business strategy.

  • The role will include: -

  • Participating in sales meetings (mostly remotely via teams on conference calls) alongside the Managing Director to establish the client’s needs.

  • Following up on new leads and historic leads in the sales CRM.

  • Educating yourself on the industry drivers and regulations that encourage our clients to undertake tracing and data screening.

  • Prepare the necessary follow up material for the prospective and existing clients, including but not limited to contracts, proposals, due diligence, letters, timelines and case studies.

  • Take responsibility for the client aspect of the CRM system ensuring that all details are logged in a timely manner and accurately with follow ups managed in a timely and consistent way.

  • Set up the new client and assignments on our centralised system and ensure all the client requirements are communicated to the Research Team as part of a timely handover.

  • Assist clients with on-boarding data to our secure data transfer system.

  • Manage and collate all client and member feedback and communicate with the Head of PR as appropriate.

  • Work closely with the Head of Research to understand delivery timescales and any potential curve balls in order to manage client expectations, ensuring these are factored into proposals and contract deliverables.

  • Work with the Head of PR to maximise the PR content.

  • Maintain regular contact with active clients via effective relationship management.

  • Nurture prospective clients in a bid to secure new ones.

  • Monitor all client renewals and data due dates to ensure retention and continuation of provision.

  • Take responsibility for all client documentation and relevant electronic folders ensuring GDPR and data security at all times.

  • Complete client's due diligence requests by looking up various information internally (cross comparing policies and identifying gaps etc.) and liaising with relevant people as appropriate - such as the Head of IT.

What will we offer in return?

  • HealthShield Level 1 cover

  • Additional holiday days granted upon successful completion of service milestones

  • Working from home equipment and the ability to work remotely with the occasional requirement to attend the office in Wymondham, Norfolk or at client sites.

What’s next?

If this sounds like the right role and environment for you – we’d love to hear from you!


As a key part of the application process, please ensure you provide a covering letter outlining why you think you’re suited to this role, along with your current CV.

If we receive a sufficient amount of applications for this role, we reserve the right to close to further applications.

Please note (along with the normal right to work checks) given the industry we are working within, any offer of employment will be subject to the following:

  • DBS check

  • Credit and sanctions check

  • References covering the last 5 years of employment

  • Explanation of any gaps in employment

Whilst we would love to respond to everyone that takes the time to apply for the role (for which we are grateful), unfortunately due to the volumes already received so far this will not be possible.

Application deadline: 11/09/2021

Job Types: Full-time, Permanent

Salary: £21,000.00-£30,000.00 per year

Additional pay:

  • Bonus scheme


  • Additional leave

  • Casual dress

  • Company pension

  • On-site parking

  • Private dental insurance

  • Private medical insurance

  • Store discounts

  • Wellness programmes

  • Work from home


  • Monday to Friday

  • No weekends


  • A-Level or equivalent (preferred)


  • client relationship: 2 years (preferred)

Work remotely:

  • Yes

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