Client Manager (Technical) - ATS
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Client Manager (Technical) - ATS
Department: Recruiting Solutions
Employment Type: Permanent - Full Time
Location: London, UK - Hybrid
Description
Our Application Tracking System (ATS) is a volume hiring platform used by some top graduate recruiters across the UK, Ireland and beyond. The product allows recruiters to efficiently manage and automate the recruitment process as well as provide a great experience for candidates.
As a Client Manager (Technical), you will be responsible for managing one of our key clients in relation to the ATS, in addition to providing technical customer support to our ATS clients more broadly. You will be the primary ATS contact for one of our key ATS clients and project manage their configuration requirements. You will manage the platform relaunch and onboarding of our ATS clients, and train customers in the platform's use. As a Client Manager (Technical) your goal is to make our customers successful in their objectives resulting in a high net-promoter score.
Outcomes
High levels of customer satisfaction
• Understand the needs of the client, show commitment, and provide effective service.
• Manage strategic client relationships.
• Project plans are diligently maintained. Regular follow-ups and progress tracking are conducted to ensure everyone is accountable for their tasks.
• Ensure regular communication between project stakeholders and GTI teams.
• Service Level Agreements (SLAs) are documented and monitored to ensure they are achieved.
• Issues are clearly and accurately documented, including steps to replicate.
• Requests are tracked and customers are updated as needed.
Our customers experience an efficient onboarding/relaunch process
• Platform onboarding/relaunch is conducted in accordance with defined project plan.
• Project plan is created and kept up to date with all parties involved, monitoring progress and tracking changes.
• Maintain overall governance of projects to ensure deliverables are achieved within the required timeframe.
• Requirements and expectations are fully and clearly understood, documented, and agreed with all parties.
• Customers are trained in using and administering the platform.
• Customers are supported in launching the platform with their users.
Higher adoption of new and existing platform functionality
• Create easy to follow platform documentation (e.g., written and video)
• Demonstrate functionality to customers in meetings and through demos.
• Run individual training sessions.
Main duties and responsibilities
• ATS subject matter expert: You will immerse yourself in the ATS to have a full understanding of its capabilities and configuration, to be able to effectively make recommendations to customers on the ATS's use and functionality. You will apply your combined knowledge of the ATS and our clients to be able to make recommendations for the platform's enhancement.
• Key client account management (ATS): You will lead regular calls and oversee the status of all live ATS queries for one of our key clients. You will project manage all relaunch and change requests, liaising with project stakeholders, product and technical teams, ensuring projects are delivered to the desired timeframes and specifications.
• Second line technical support: You will support the first line support team (CDC) with additional technical knowledge and triaging tickets. You will complete deeper investigation and analysis of more complex issues, gathering further information, and clearly document your findings. You will liaise with product/technical teams to follow issues through to resolution.
• Configurations for onboarding or change requests: Following an initial request, you will communicate with the customer and use your questioning skills to clearly understand and document the requirements. You will define possible solutions and clearly document and communicate the options to the customer along with risks of impacts you have identified. You will guide the customer to choose the best solution for them. You will make the changes within the platform and manage the testing and feedback process both internally and with the customer. Finally, you will deliver training to end users if required.
• Continuous improvement: You will create clear and concise documentation for both internal and external users in respect to the platform and processes and promote these to stakeholders. You will work with internal stakeholders to drive through improvements within Customer Success and the product platform to increase both efficiency and customer satisfaction.
Person Specification:
• Strong interpersonal and stakeholder management skills.
• Proactive and highly organised.
• Experienced project manager.
• Able to collaborate with peers and other people inside and outside the business.
• Strong technical aptitude.
• A fast learner, able to pick up new technologies and processes quickly.
• A problem solver. Uses own initiative to investigate and resolve independently as well as seeking help and learning from others when needed.
• Ability to manage complex conversations across multiple stakeholders, and able to convey complex technical topics with simplicity.
• A confident and professional manner with excellent written, phone and conversational skills.
Work Experience, Knowledge & Skills:
• Bachelor's degree in a technical related field or 3+ years of practical experience within a recruitment/technical project/SaaS business role.
Desirable:
• Experience of documenting technical requirements and/or procedures.
• Experience onboarding SaaS platforms
Other Information
- 37.5 hours per week Monday to Friday 9.00 - 5.30pm
- 3 month probationary period
Candidates applying for roles at GTI will be subject to background screening. You can find out more about our background screening and the recruitment of ex-offenders by reading our policies.