Relationship & Customer Success Manager - Software Recruitment (Contract & Hiring)
Reference: 179153_1785825844
NB: This role is initially based in London, with relocation to Atlanta in the first year.
Role Overview
The Relationship & Customer Success Manager in our Software Contract & Temporary Recruitment division will play a critical role in delivering flexible workforce solutions to clients across the technology sector. This position is responsible for building long-term client relationships, managing recruitment delivery, and leading internal Talent Attraction teams that support contract, interim, and project-based hiring requirements.
By understanding client project demands and the dynamics of the contingent talent market, you will ensure businesses have access to the specialist technology talent needed to deliver critical projects and business initiatives.
Key Responsibilities
Client Relationship & Account Management
- Build strong relationships with clients through regular virtual and onsite meetings to discuss recruitment performance, project requirements, and workforce planning needs.
- Serve as the key point of contact for customers, understanding the specific requirements of contract and temporary technology roles, including Software Engineers, Cloud Specialists, DevOps Engineers, Project Managers, Business Analysts, and Cybersecurity Professionals.
- Provide market insights into contractor availability, day-rate trends, and contingent workforce challenges within the technology market.
- Hold Quarterly Business Reviews (QBRs) with clients to review recruitment performance and identify opportunities for continuous improvement.
Service Delivery & Talent Attraction Management
- Work closely with clients to secure detailed hiring requirements and communicate project-specific needs to the Talent Attraction team.
- Manage the performance of Talent Attraction teams to ensure rapid delivery of qualified contract and temporary professionals.
- Monitor and track recruitment KPIs, including time-to-submit, time-to-fill, fill rate, contractor retention, and SLA compliance.
- Ensure recruitment activity remains aligned with client expectations and project deadlines.
Customer Success & Retention
- Ensure clients are satisfied with the recruitment services provided, proactively managing changing workforce requirements and project demands.
- Work closely with Business Development teams to identify opportunities for service expansion and account growth.
- Develop long-term client partnerships while supporting workforce scalability and project delivery requirements.
- Maintain regular communication with clients to ensure a consistently high level of service delivery.
Internal Team Leadership & Collaboration
- Provide ongoing coaching and support to Talent Attraction teams, helping them understand evolving project requirements and talent market conditions.
- Ensure recruitment activity is accurately tracked and reported through internal systems.
- Monitor individual and team KPI performance, ensuring client SLAs are consistently achieved.
- Collaborate with Sales, Operations, Compliance, and Talent Attraction teams to deliver seamless customer experiences.
Market Knowledge & Strategic Advisory
- Stay informed about trends within the technology contract recruitment market.
- Advise clients on contractor rates, talent availability, market demand, and workforce planning strategies.
- Support customers in scaling project teams through effective contingent workforce solutions.
- Help clients anticipate future project resource requirements and changing technology skill demands.
Key Qualifications
- Proven experience in Relationship Manager, Customer Success, Account Management, Recruitment Delivery, or Staffing Services role.
- Strong understanding of contract and temporary technology recruitment.
- Excellent stakeholder management and communication skills.
- Experience leading Talent Attraction teams and managing service delivery against client SLAs.
- Strong problem-solving and customer management capabilities.
- Familiarity with ATS, CRM, and contractor management systems.
- Ability to manage multiple client requirements within a fast-paced delivery Key Responsibilities
Client Relationship & Account Management
- Build strong relationships with clients through regular virtual and onsite meetings to discuss recruitment performance, hiring requirements, and workforce planning.
- Serve as the primary point of contact for customers, understanding the technical requirements of positions across Software Engineering, Cloud, DevOps, Cybersecurity, Data & Analytics, ERP, Product, and Technology Leadership functions.
- Provide market insights into talent availability, salary trends, competitor activity, and hiring challenges within the software sector.
- Conduct Quarterly Business Reviews (QBRs) with clients to present recruitment performance data, highlight successes, and identify opportunities for improvement.
- Develop trusted partnerships with key stakeholders, hiring managers, and talent acquisition teams.
Service Delivery & Talent Attraction Management
- Work closely with clients to secure detailed vacancies and clearly communicate role expectations to the Talent Attraction team.
- Manage the performance of Talent Attraction teams, ensuring they source, screen, and deliver qualified candidates aligned to client needs.
- Monitor and track recruitment KPIs including time-to-fill, fill rate, quality of hire, CV-to-interview ratio, interview-to-offer ratio, and offer acceptance rates.
- Ensure recruitment activity is delivered in line with agreed client SLAs and expectations.
- Proactively identify and resolve challenges that may impact recruitment delivery.
Client Retention & Growth
- Ensure clients remain satisfied with the recruitment services provided, proactively addressing challenges and adapting strategies to changing hiring requirements.
- Work closely with Business Development teams to identify opportunities for expanding existing partnerships and introducing additional recruitment solutions.
- Build long-term strategic relationships that position Proactive Global as a trusted recruitment partner.
- Support account retention and growth through consistent delivery and service excellence.
Internal Team Leadership & Collaboration
- Provide ongoing coaching and guidance to Talent Attraction team members to ensure a strong understanding of client requirements and market conditions.
- Ensure recruitment activity is fully tracked and reported through internal systems.
- Monitor Talent Attraction team performance, ensuring weekly KPIs and client SLAs are consistently achieved.
- Collaborate with Sales, Talent Attraction, and Leadership teams to deliver successful client outcomes.
Market Knowledge & Strategic Advisory
- Stay informed about trends and developments in software engineering, cloud technology, artificial intelligence, cybersecurity, ERP, and digital transformation.
- Provide guidance on salary benchmarking, talent shortages, competitor hiring activity, and candidate attraction strategies.
- Help clients anticipate future hiring needs and workforce challenges.
- Offer strategic recommendations that support long-term talent acquisition goals.
Key Qualifications
- Proven experience in a Relationship Manager, Account Manager, Recruitment Delivery, or Client Services role, preferably within technology recruitment.
- Strong understanding of software and technology recruitment markets.
- Excellent stakeholder management and communication skills, with the ability to build strong relationships at all levels.
- Experience leading Talent Attraction or recruitment delivery teams.
- Strong analytical and problem-solving abilities.
- Familiarity with ATS, CRM, and recruitment technologies.
- Ability to manage multiple client accounts within a fast-paced environment.
Proactive Global is committed to equality in the workplace and is an equal opportunity employer.
Proactive Global is acting as an Employment Business in relation to this vacancy.
Relationship & Customer Success Manager - Software Recruitment (Contract & Hiring)
London
Contract
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