Senior Relationship Manager - Defence

4 weeks, 1 day ago
Full-time
Senior
Customer and Technical Support
Wifinity

Wifinity

Wifinity is a managed internet services provider that helps businesses and individuals stay connected with fast and reliable internet access. They work with various sectors, including the MOD, the NHS, and major brands, offering managed networks, WiFi ...

Diversified Telecommunication Services
51-250
Founded 2007
$55M raised

Description

  • Act as the first point of contact for customer service enquiries and escalations.
  • Build and maintain strong relationships across the customer base and key stakeholders.
  • Schedule and chair regular customer meetings and service reviews.
  • Track customer contractual obligations, including SLAs, and review performance against them.
  • Coordinate with finance and delivery teams to ensure accurate billing, reduce disputes, and support contract payments.
  • Produce monthly and quarterly customer-facing financial summaries for actuals and forecasts.
  • Create and deliver customer service reports and documentation covering SLAs, incidents, problems, and service performance.
  • Analyse service data and customer feedback to identify trends, risks, and improvement opportunities.
  • Act as liaison between Wifinity and the customer during incident management as required.
  • Work across project delivery, finance, operations, and service delivery to improve customer experience.

Requirements

  • Experience in relationship management, customer management, stakeholder management, or service delivery in the WiFi market or a relevant industry.
  • Understanding of the defence landscape or adjacent sectors such as outsourced or managed services and service integrators.
  • Proven record of producing quality service reporting.
  • Strong leadership skills with the ability to engage people at all levels of an organisation.
  • Strong written and verbal communication skills with the ability to present complex data clearly and concisely.
  • Detail-oriented with the ability to analyse information from multiple sources.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Commercial, contractual, and financial knowledge.
  • Comfortable leading in a matrix organisation across delivery, operations, finance, and sales.
  • SC clearance or the ability to gain it.

Benefits

  • Competitive salary and benefits package.
  • Annual Leave Buy & Sell Scheme.
  • Remote-first working environment.
  • Greater flexibility to support work-life balance.
  • DBS check completed as part of the offer process.

Interested in this position?

Apply directly on the company website

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