Senior Client Manager

About us

Procentia is an award-winning software and technology company specialising in the Pensions and Bulk Purchase Annuities market. We design intelligent solutions that put administrators and members at the heart of any pension scheme.

Established in 2002, we’re renowned for our web-based pensions administration and management system, Intelli Pen. Our platform helps clients meet the demand for self-serve technology and provide meaningful consumer‑like experiences expected from online platforms.

Trusted by administrators, employers and trustees, our software is widely regarded as the most comprehensive and feature‑rich platform for modern pensions management.

Intelli Pen comprises a suite of integrated modular systems that streamline processes from new member registration to online self‑serve retirement, and enables collaboration on the same workflows. It delivers up to 90% time and cost efficiencies by automating member retirements, validation, benefit calculations, reporting and pensioner payroll.

With offices in the UK and North America, we support some of the largest pension schemes and plans across the private and public sectors.

We've been named 'Pension Technology Firm of the Year 2024' at the Pensions Age Awards, and voted ‘No.1 UK Pension Administration Software Provider’ in 2022 and 2023.

Procentia People are a community of passionate specialists dedicated to developing best‑in‑class software solutions and client service. We’re a vibrant assortment, everyone is welcome here.

As a Senior Client Manager you’ll be managing our insurance company clients who operate in the Pensions Risk Transfer market. You’ll also be a point of reference and mentor to the other Client Managers, providing guidance and support with a friendly and positive attitude.

A successful Senior Client Manager will always seek out the win‑win situation for us and our clients, whilst always thinking commercially. You’ll use data to track the service we provide to clients and analyse it to spot trends and insights. You’ll continually improve how we deliver our services by regularly reviewing those trends and insights, and work with the team and Sales and Client Director to make things even better for our clients.

• Day‑to‑day managing a number of large insurance company clients, so this includes being their main point of contact and trusted advisor, updating them and us where we need to, generally being a good ear for their problems and turning these into wins and opportunities for us.
• You will nurture strong relationships with your clients. That might be continuing good relations, fixing ones that are under strain, building new relationships with new people in existing clients or with brand new clients.
• Communication is critical to this role, so you’ll need to ace this. You’ll be brilliant at using communication to pour oil on troubled waters, to make complex information easy to understand, to present information in the best way for your audience, and use different ways of communicating effectively (email, phone calls, face‑to‑face meetings, videoconferencing, client hub etc).
• You have a good grasp of our software and a deep understanding of the pensions risk transfer industry so you can speak the language of our clients and our business. You don’t need to be an expert, but you do need to be able to represent our clients internally and manage work for them.
• You will lead the management of complex contracts and their obligations, including monitoring service levels, KPIs, and compliance requirements.
• You’ll collaborate with internal delivery, legal, and finance teams to ensure contractual commitments are delivered on time and within scope.
• You’ll manage renewals, variations, and change requests in line with agreed governance processes.
• You’ll identify risks and opportunities within the contract and escalating as required.
• You’ll produce and present regular reporting to the client and senior stakeholders, in line with contractual obligations.

• Relationship management: externally with running our relationships with clients, and internally representing clients within our…