Relationship Manager

Belfast, UK, Full Time.

Company background

Firemelon is the UK leading provider of software solutions to the Travel and Pet Insurance sectors. Through our flagship Magenta system, we provide a platform to sell policies via call centre, direct websites, portals and price comparison sites. We also provide claims and assistance systems to clients too. Firemelon has a wide range of clients in the UK and worldwide from small brokers to large blue chip organisations. It’s an exciting time to join our business as we move out of the pandemic focusing on growth opportunities with new clients to onboard, entry into new markets and product enhancements to deliver.

Role Overview

We are looking for a proactive, energetic, enthusiastic relationship manager to manage a portfolio of clients in our fast paced company. As a relationship manager, you will be the lead on key internal and customer projects. You will be responsible for the planning, scoping and management of the projects and communication to the rest of the team. In this fast moving environment, you must be able to prioritise tasks, work within deadlines, taking a pragmatic and considered approach, paying close attention to detail. You will need to employ strong oral and written communication skills, necessary to effectively produce client solutions.

Building and maintaining mutually beneficial relationships is key to the relationship management role. Conducting reviews to ensure clients are satisfied with their products and services and championing their business internally at Firemelon form part of day to day responsibilities. You will need to be a quick learner grasping the product knowledge of the Magenta system and how our clients use it, to become effective quickly in your relationship manager role, managing client changes to our system.

Key Responsibilities:

  • Be the dedicated relationship manager for a portfolio of clients
  • Build and maintain relationships with your key clients through regular calls and occasional face to face meetings
  • Understand the business needs of clients you manage and the products and services they consume
  • Manage client change requests through our change process, ensuring final requirements and costs are accurately documented and signed by clients prior to starting any development.
  • Create project plans
  • Manage day-to-day operational aspects of project(s)
  • Prioritise projects and tasks when faced with resource limitations
  • Job estimation and technical proposal development
  • Work with clients, developers and designers to produce requirements documents to develop technical specifications
  • Work with the development team to identify development task lists
  • Identify resource requirements and assign responsibilities
  • Deal with any client related issues
  • Foster and maintain relationships with business stakeholders, support, testing and development team members
  • Work with business stakeholders and technology leads to define and document technology solutions
  • Critically analyse completed projects through retrospective meetings to drive improvements in business and project methodologies
  • Ensure paid for work is documented accurately to allow for billing
  • Possible opportunity for people management of Junior Relationship Manager, depending on candidate people management experience

Essential Criteria

  • Minimum 2 Years’ experience Business Analyst, Project Management or Relationship Management Role in an IT/Engineering focused company
  • Self-initiate, work productively when unsupervised and multitask across multiple concurrent projects
  • High degree of accuracy and attention to detail
  • Highly organised and able to effectively communicate
  • Ability to assume ownership of and optimise current processes
  • Ability to work independently and to deliver within provided deadlines
  • Works well under pressure

Desirable Criteria

  • Degree Level education with focus on IT/Engineering/Business
  • Experience of Agile Methodology and act as the business owner in scrums
  • Knowledge of Atlassian JIRA/Confluence or similar tool
  • Strong computer skills, particularly Excel, Visio, Power Point, MS Project

Additional Information

As we come out of the pandemic, in addition to the flexible working hours already in place, we are introducing a new hybrid approach to working, enabling employees to work just 3 days in the Belfast office and giving a choice as to whether the 2 remaining days are home, or office based

Travel within the UK required.

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