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Customer Success Manager
2 months ago
We are seeking a proactive and commercially astute Client Success Manager to join our team and support our growth across our education, health, and central government portfolios.
This role requires experience operating in a professional services or delivery environment and is perfect for someone who is eager to further develop their professional and commercial skills in a supportive culture.
The ideal candidate will be accountable for the creation and acceptance of project briefs and Statements of Work (SOWs) that clearly define client requirements, budgets, and timelines, and are approved before project initiation.
Key responsibilities include:
- Securing project extensions and renewals of existing work for existing clients.
- Assisting and sometimes leading in regular client meetings and workshops, helping to gather insights and feedback to strengthen the client relationships.
- Interface with partners to create appropriate SOWs and manage any applicable SLAs.
- Acting as an initial point of contact for resolving commercial challenges, coordinating with internal teams to address these effectively and escalate as needed.
- Keeping systems up to date with all relevant client information (deals, contacts, KPIs including value adds etc) and providing accurate reporting.
- Taking direct accountability for the management of key accounts and as part of the account team working with strategic accounts.
- Providing day-to-day support, working with our Delivery, in addressing and resolving client issues.
- Contributing to, and helping deliver, the development of account strategies and plans, ensuring they align with both client goals and our business objectives.
About the Candidate:
We are looking for a proactive and enthusiastic candidate with a good understanding of working with the public sector, with the ideal candidate having experience in digital transformation.
- Experience in a role with commercial exposure, preferably within a professional services organisation focusing on public sector clients.
- Demonstrated ability to assist in building and maintaining strong client relationships, with experience in supporting client management and issue resolution.
- A high level of quality throughout all aspects of work, including the creation of commercial contracts and any documentation.
- The ability to self-start and drive a deal from the initial proposal through to the winning of the deal, as well as the completion of the delivery and handling and extensions or renewals.
- Strong financial planning and reporting skills, with an understanding of managing account budgets and supporting financial targets.
- Adaptable written and verbal communication styles, with the ability to present and influence key stakeholders effectively.
- Proactive in identifying opportunities, issues, and risks, and adept at supporting the development and implementation of solutions.
- Capable of managing multiple priorities simultaneously, with strong attention to detail and a focus on delivering high-quality results.
