CSL with GBS experience

Customer Service Lead (CSL)

GBS transformation | Client account development and growth

About Proservartner

Proservartner is a fast growing international consulting firm headquartered in London, with teams and clients around the world. For more than a decade we have helped organisations design and deliver next generation operations: redefining operating models, optimising processes and embedding automation and AI across Finance, HR and beyond.

Our work spans GBS and transformation, outsourcing advisory, AI and automation, process and task mining, change management, and learning and development. We work side by side with our clients' teams, bringing pragmatic, experienced practitioners, data, leading tools and complete independence, so the advice we give is honest and the results last.

Bold transformation. Real results. Delivered with assurance, speed and impact.

Role - Customer Service Lead (CSL)

Focus - GBS transformation and customer experience

Core remit - Client account development, management, growth and service delivery

Key partnership - Advisory, Automation and client delivery teams

Experience - 7+ years in business development and account management

Success measures - Revenue growth, proposals, client satisfaction and delivery governance

About the role

As Customer Service Lead (CSL), you will develop and grow relationships across portfolio of clients, combining excellent customer service with transformation. You will identify client challenges, shape relevant propositions from the Proservartner service catalogue and work with Advisory, Automation and delivery teams to improve processes, strengthen customer experience and create sustainable account growth.

Key responsibilities

Own and develop relationships across aportfolio of clients, identifying needs and converting opportunities into account growth.

Shape and present consulting propositions using Proservartner services across Advisory (GBS, process improvement and transformation, and transition management services) and Automation (Product implementation and maintenance)

Partner with Advisory teams to identify process improvements and operational efficiencies aligned with client objectives.

Work with Automation teams and technology partners to identify practical opportunities and support implementation.

Improve customer experience by analysing feedback, resolving pain points and strengthening client relationships.

Provide guidance, coaching and support to customer service colleagues to maintain consistently high service standards.

Maintain clear account plans, accurate CRM records, pipeline reporting and disciplined handovers to delivery teams.

Establish quality assurance standards, coordinate relevant training and oversee timely resolution of client issues.

Work and lead with delivery teams to maintain strong governance, client satisfaction and successful project outcomes.

What you'll bring
Essential

More than seven years of experience in business development and account management.

Strong client relationship, communication, leadership and team management skills.

Experience with customer service systems, CRM tools and data-led performance improvement.

Knowledge of GBS consulting services, process optimisation and project management.

Understanding of enablement platforms and how technology-led consulting solutions are developed and delivered.

Ability to identify client needs, develop propositions and collaborate effectively across advisory and delivery teams.

Experience in leading delivery, using structured methods and tools, of specific client assignments. Ensuring compliance to contractual and company standard.

Running teams to achieve, or exceed, client and contractual expectations within defined timelines.

Desirable

Bachelor's degree in Business Administration, Management or a related discipline; a master's degree is an advantage.

Experience supporting customer experience improvement, training or service quality programmes.

Measures of success

Sales value: Achieve £1m in annual revenue sold to clients; track progress monthly.

Sales growth: Deliver 10% revenue growth per period, reviewed monthly and annually.

New client wins introduced: Generate two introductions per month that convert into revenue wins.

Proposals submitted: Submit 10 quality-assured proposals per month, including cross-selling opportunities; review monthly and annually.

Engagement profitability: Monitor the marginal profitability of work won against baseline effort rates, by proposal and in aggregate each period.

Proposal-to-win conversion: Target a 6:1 proposal-to-win ratio, measured monthly and annually.

Service line offerings: Develop four reusable, client-specific service offerings per year using existing Proservartner capabilities.

Client delivery leadership: Meet Project Manager checklist and delivery reporting requirements for allocated client engagements, reviewed monthly.

Client feedback: Achieve a minimum client feedback score of 8 for projects led by the team, reviewed periodically.

Why join Proservartner

Help clients improve customer experience while delivering meaningful led transformation.

Collaborate with experienced GBS, Advisory and Automation practitioners.

Build long-term client partnerships and shape practical, measurable improvements.

Job Type: Full-time

Application Question(s):

• Please confirm your notice period.
• Please confirm your expected salary.

Work Location: Hybrid remote in București