Client Service Manager

About the position:

The Client Service Manager position at FG Connect requires a 51:49 blend of Customer Service & Commercial skill. Reporting to the Director, the Client Service Manager is a relationship-based role focused on managing all elements of the client experience with an emphasis on eliminating churn and driving growth across a portfolio of accounts.

This position does not carry a sales quota.


  • Build or grow a business relationship with existing or new contacts at specific client accounts
  • By setting up regular communication with clients- serve as the primary point of escalation, responding to and resolving issues and complaints quickly and effectively
  • Work closely with the PMs assigned to your clients’ projects to review and confirm that plans and fieldwork strategies meet your clients’ expectations.
  • By setting up regular communication with internal teams, serve as the primary point of escalation, should any client specific questions or concerns arise during a project
  • Anticipate and understand the specific needs of each client and work with Project Management leadership to ensure your clients projects are staffed with suitably skilled PMs
  • Develop best practice documentation for specific accounts as needed
  • Oversee, assess and participate in developing the client communication skills of any Project Managers assigned to work with your clients
  • Preserve existing business and help generate new business within each account by delivering a positive client experience
  • Work closely with Account Executives to ensure flawless handoffs for newly won projects, including reviewing & providing operational insights (internal capabilities) and guidance during bidding (strategic fieldwork planning).
  • Lead regular meeting with PMs working on live projects to:
    • Review projects’ current status vs agreed plan
    • Review potential challenges which have a risk of impacting fieldwork, supporting PMs in making the right decision for the specific account.
  • Lead monthly business review meetings with your clients, to:
  • Discuss the set up and execution of all live projects
  • Forecast the feasibility and launch date of all future projects
  • Review client feedback provided on closed projects


Essential Experience/Role Specific Skills or Knowledge Required:

  • 5+ years of client management experience in market research in a client-facing role.
  • Commercially orientated thinking.
  • Project management and/or account management/business development skills
  • Consistent high performance in current role
  • Experience in following and maintaining processes, procedures and tools.
  • Aptitude for coaching and training PMs on their soft skills.
  • Excellent communication and teamwork skills.
  • Leadership skills and established good relationships across functions.


Bonus points for:

Existing relationships with Healthcare Market Research agencies/clients.



London, United Kingdom

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