Client Manager

Client Manager

Galway, Ireland

Role Overview:

The Client Manager owns a portfolio of enterprise client accounts within a B2B SaaS managed services environment.

You are the client’s principal point of contact for both their current service and their future direction, and the bridge between the client and the internal delivery, DevOps and product teams. Execution of delivery work sits with those teams; you own the account.

Key Responsibilities:

Account ownership

Own the client relationship for an assigned portfolio, acting as the accountable point of contact for client stakeholders.

Own client expectations: qualify incoming requirements, assess impact, agree priority and timelines with the client, and hold both sides to what was committed.

Govern service performance against SLAs, chairing regular service reviews and holding internal teams to committed outcomes.

Own escalations from the client’s perspective through to resolution, root-cause closure and preventive action.

Own the account’s service definition, governance model and onboarding at the relationship level.

Business strategy and client development

Develop a forward view of each client’s needs — new markets, business units, regulatory obligations, integrations and volume growth — and translate it into an account roadmap.

Identify opportunities to expand the service footprint within existing accounts and articulate how the platform addresses the client’s emerging challenges.

Build sufficient understanding of each client’s business and regulatory environment to advise credibly on how best to use the platform.

Feed client requirements and demand signals into product and engineering planning.

Commercial and pre-sales support

Lead the operational and service content of RFP and tender responses.

Support Sales with scoping and costing of new professional services effort, including effort estimation and delivery approach.

Contribute to SOWs, SLAs, change requests and renewals.

Support pre-sales activity for prospective clients through requirement gathering, service model design and demonstrations.

Process improvement and automation

Analyse demand patterns and delivery effort across your accounts to identify recurring issues and inefficiency.

Sponsor and drive streamlining and automation of service delivery processes with DevOps and product teams, reducing manual effort and improving responsiveness.

Champion self-service, documentation and client enablement to improve service quality and reduce avoidable demand.

Education:

A technology, engineering or business-related bachelor’s degree, or equivalent experience gained in a technology services environment.

Mandatory Candidate Requirements:

5+ years in client management, technical account management, service management or professional services within a B2B SaaS or managed services environment.

Experience owning named client accounts, with accountability for service performance and client satisfaction.

Track record of managing client expectations under pressure, including negotiating scope, priority and timelines with senior stakeholders.

Experience contributing to RFPs, SOWs, scoping or effort estimation for services work.

Business acumen: able to understand a client’s commercial and regulatory context and prioritise accordingly.

Evidence of improving how services are delivered, through automation, process change or client enablement.

Sufficient technical fluency to work credibly with DevOps and engineering teams on APIs, integrations and cloud platforms.

Native proficiency in spoken and written English, with strong presentation skills across both technical and management audiences.

Ability to work effectively across internal teams without direct authority.

Desirable but not Mandatory:

Experience supporting enterprise clients operating in regulated sectors.

Working knowledge of Azure, DevOps tooling and Agile delivery environments.

ITIL or equivalent service management certification.

What about you?

This is the most important part. Personality and approach matter as much as experience here. The role suits a natural relationship builder who takes ownership without being asked, is comfortable holding a line with a demanding client, and thinks a year ahead rather than a week.

You will be joining a collaborative and highly regarded team where customer experience is taken seriously, so we are looking for people who understand what it takes to sustain that.

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