Client Success Manager
| Posting date: | 23 September 2024 |
|---|---|
| Salary: | £50,000 to £50,000 per year |
| Hours: | Full time |
| Closing date: | 23 October 2024 |
| Location: | Leeds, Yorkshire, LS1 4HT |
| Company: | Hippo Digital |
| Job type: | Permanent |
| Job reference: | 54381152 |
Summary
About The Role
Hippo is seeking a proactive and commercially astute Client Success Manager to join our team and support our growth across either our education, health or central government portfolios. Working directly with the client, Hippo delivery and commercial teams you will play a crucial role in the management and development of our client partnerships, including our major clients, which include the NHS, Department for Education, Department for Work and Pensions, Ministry of Justice and the Home Office.
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. Your primary focus will be on maintaining run-rate revenue, and helping to identify further growth opportunities.
What you’ll do:
- 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.
- Take responsibility for securing project extensions and renewals of existing work for existing clients.
- Assist, and sometimes lead, 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.
- Act as an initial point of contact for resolving commercial challenges, coordinating with internal teams to address these effectively and escalate as needed.
- Keep systems up to date with all relevant client information (deals, contacts, KPIs including value adds etc) and provide accurate reporting.
- Take direct accountability for the management of key accounts and as part of the account team working with strategic accounts.
- Provide day-to-day support, working with Hippo Delivery, in addressing and resolving client issues,
- Contribute to, and help deliver, the development of account strategies and plans, ensuring they align with both client goals and Hippo’s 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.
About The Company
Hi, we’re Hippo.
We’re a digital service design consultancy that works closely with our clients to create digital products and services that work for everyone. Since our inception, we have quickly established ourselves as a leading supplier of digital leaders, service design teams and delivery expertise. We support large-scale digital transformation programmes to public and private sector organisations looking to truly embrace digital services to innovate and evolve. We aspire to add value and leave a lasting benefit within those institutes. Our philosophy is to ensure the user is at the core of everything we do, research, design and deliver. Collaborating with us means embracing a digital-first strategy with people first design, which will genuinely create lasting change and positive impact.
Our Hippo offices are in Leeds, Coventry and Manchester. However, we invite candidates to apply from anywhere in the UK who can be flexible regarding location. We offer a relocation support package of up to £8k to help cover the cost of moving somewhere within commuting distance of one of our locations. Please note that due to the nature of the business, we may also request that you work from client locations or work from home.
How Hippo Digital Embraces Diversity & Equal Opportunity
Hippo Digital is committed to diversity, equality and inclusion. For us, diversity and inclusion are not just tick-boxing activities but a chance to make meaningful long-term change. A diverse workforce means that we can unlock our ability to innovate, be creative, be better problem solvers and provide an inclusive environment for everyone. We encourage candidates from all backgrounds to apply.
Hippo is seeking a proactive and commercially astute Client Success Manager to join our team and support our growth across either our education, health or central government portfolios. Working directly with the client, Hippo delivery and commercial teams you will play a crucial role in the management and development of our client partnerships, including our major clients, which include the NHS, Department for Education, Department for Work and Pensions, Ministry of Justice and the Home Office.
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. Your primary focus will be on maintaining run-rate revenue, and helping to identify further growth opportunities.
What you’ll do:
- 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.
- Take responsibility for securing project extensions and renewals of existing work for existing clients.
- Assist, and sometimes lead, 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.
- Act as an initial point of contact for resolving commercial challenges, coordinating with internal teams to address these effectively and escalate as needed.
- Keep systems up to date with all relevant client information (deals, contacts, KPIs including value adds etc) and provide accurate reporting.
- Take direct accountability for the management of key accounts and as part of the account team working with strategic accounts.
- Provide day-to-day support, working with Hippo Delivery, in addressing and resolving client issues,
- Contribute to, and help deliver, the development of account strategies and plans, ensuring they align with both client goals and Hippo’s 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.
About The Company
Hi, we’re Hippo.
We’re a digital service design consultancy that works closely with our clients to create digital products and services that work for everyone. Since our inception, we have quickly established ourselves as a leading supplier of digital leaders, service design teams and delivery expertise. We support large-scale digital transformation programmes to public and private sector organisations looking to truly embrace digital services to innovate and evolve. We aspire to add value and leave a lasting benefit within those institutes. Our philosophy is to ensure the user is at the core of everything we do, research, design and deliver. Collaborating with us means embracing a digital-first strategy with people first design, which will genuinely create lasting change and positive impact.
Our Hippo offices are in Leeds, Coventry and Manchester. However, we invite candidates to apply from anywhere in the UK who can be flexible regarding location. We offer a relocation support package of up to £8k to help cover the cost of moving somewhere within commuting distance of one of our locations. Please note that due to the nature of the business, we may also request that you work from client locations or work from home.
How Hippo Digital Embraces Diversity & Equal Opportunity
Hippo Digital is committed to diversity, equality and inclusion. For us, diversity and inclusion are not just tick-boxing activities but a chance to make meaningful long-term change. A diverse workforce means that we can unlock our ability to innovate, be creative, be better problem solvers and provide an inclusive environment for everyone. We encourage candidates from all backgrounds to apply.