Customer Success Coordinator

**Who are we?***:
Social Value Portal is a fast-growing tech business with heart. We have an online solution that allows our members to measure, manage and maximise social value.

The Portal allows organisations to report both non-financial and financial data, and rewards organisations for doing “more good” in the community. We measure environmental, social and economic activities and help to identify and measure the additional social value delivered through a project in terms that are meaningful to customers.

We are looking for self-starter individuals to join our busy Customer Success team of Social Value Advisors who manage a growing portfolio of public and private sector clients across the UK that use our online platform to measure, manage and report on social value.

You will have strong relationship management, digital, analytical and project management skills, and recognise the importance of public services and social value. You will be working closely with the Strategic Account Managers to ensure our clients receive best in class customer service.

You will be able to work as part of a dynamic team as well as be comfortable working independently in a fast-paced environment to ensure the smooth delivery of multiple client projects at any given time. This is a hands-on role that requires a proactive individual who is willing to learn, use their initiative and has experience effectively managing direct day-to-day client relationships.

**What we need**:
**As a Customer Success Coordinator supporting the Customer Success function, some of the key tasks could be, but not limited to**:
Focus on the administration of the Contract Management Support and Supplier Engagement processes, this will include:

- Manage the contract management support pipeline across the Customer Success team, understanding different client requirements and fee structures.
- Ensure that Salesforce is kept up to date with contact and contract details for clients and suppliers.
- Manage the SLAs associated with Contract Management phase
- Draft and issue supplier engagement letters, Terms and Conditions and Social Value Target confirmations.
- Contact suppliers to ensure they complete contracts and pay invoices in a timely manner.
- Escalate/manage any issues with supplier engagement to the relevant client or SVA.
- Coordinate the Client and Supplier offboarding/exit process and ensure all system access is disabled and final reporting issued to Client (based on criteria agreed at scoping).
- Work closely with Accounts Payable, Social Value Advisor & SAM to remedy any payment issues with Supplier accounts.

**CRM administration**:

- Assist with the management of the correct usage of the company CRM system, providing support with training where needed.
- Add new contacts, projects, and opportunities on Salesforce.
- Use Salesforce in managing opportunities from initial stages through to finalising details for invoicing.
- Manage accurate and timely communication, written and verbal to help the process of on boarding and invoicing external customers

**Requirements**:

- Experience in working within fast paced, growing business that requires process efficiencies
- Client management experience
- Management of multiple key deliverables and working to deadlines
- Interest in the principles of Social Value
- Excellent written and verbal communication skills, not afraid to pick up the phone and speak to Clients
- Organised and structured approach to working with excellent attention to detail.
- Experience with using Salesforce or alike CRM solutions.

**Benefits**

**Competitive salary £28,00- £30,000**
- Industry-leading initiatives in social value, including 6 paid volunteering days per year
- Access to a 24/7 EAP (for practical and emotional support including face-to-face counselling)
- 34 days of leave per year including UK bank holidays AND your birthday off work
- Company shut-down over Christmas to provide a long and well-deserved break
- Annual increases to holiday after 3 years’ service (potential to have 39 days off per year)
- Flexible working including hybrid office days from either London or Manchester, remote working and flexible lunch hours
- Private medical insurance with WPA
- £400 annual learning budget to support your continuous growth and development.
- Cycle to work scheme
- Electric vehicle scheme, allowing you to lease a brand-new EV through salary sacrifice
- Ethically invested pension scheme, matched to a max of 5%
- Enhanced parental leave
- 6 months fully paid Maternity, PLUS a 4 day week on full pay for 6 months on return
- 1 month fully paid Paternity
- Life assurance at 4 x salary
- A remarkable opportunity to join an ethically entrepreneurial business where you can make a real positive difference.

**Equality, Diversity & Inclusion**
**We are working hard to create a representative and inclusive team, because we know that different experiences, perspectives and backgrounds make for a stronger and be