Client Success Manager

Company background

PPL Innovate has been part of People Places Lives since 2008, supporting public sector organisations to improve the services they provide to their communities. Earlier this year, we took an exciting step forward by becoming an independent company, allowing us to focus specifically on our expertise in digital solutions and the opportunities ahead.

We’re a small, friendly and ambitious team with big plans for the future. We primarily work within the social care sector, partnering with Local Authorities to develop digital solutions that make a genuine difference to people’s lives and help residents live more independently for longer. Our work supports a wide range of people, including older people, unpaid carers, children and young people with disabilities and the communities around them. It’s incredibly rewarding to see that the work we do has a real and positive impact on people and the services that support them.

As a growing business, we’re also a place where you can make a real contribution and see the impact of your work. We’re ambitious about where we want to go over the next few years, creating plenty of opportunities to learn, develop your skills and grow alongside the business. If you enjoy working as part of a close-knit team, building relationships, solving problems and being part of something with a genuine purpose, PPL Innovate could be a great place to build your career.

Role background

As a Client Success Manager, you will work closely with our clients to ensure they get the most value from their PPL solutions. The role combines elements of both account management and project co-ordination, requiring you to build strong relationships with clients while also working hands-on with our digital solutions and getting involved in business development initiatives.

You will manage relationships across multiple client accounts, developing a strong understanding of each client’s website and digital services. This will allow you to proactively identify opportunities for improvement, innovation and growth, helping clients get the most out of their platforms. You will work closely with the wider delivery team to coordinate, test and implement updates, improvements and new features, ensuring changes are delivered smoothly and continue to meet client needs.

A key part of the role is maintaining high levels of client satisfaction and retention, while also identifying opportunities to introduce new services, enhancements or solutions that add value to our clients and support the growth of the business. You must be able to manage multiple priorities, communicate confidently with a wide range of stakeholders and take a proactive, intuitive approach to client relationships.

Success in this position will require the ability to build trust with clients, spot opportunities for development and grow alongside the business as it continues to expand.

Responsibilities

Account Management

• Build strong relationships with clients, acting as their primary point of contact
• Manage a portfolio of client accounts and understand client needs and priorities
• Maintain a strong understanding of each client’s PPL solutions and usage
• Proactively identify opportunities to improve client websites and digital services
• Monitor client satisfaction and address issues quickly to maintain strong relationships
• Day-to-day oversight of client queries, issues and changes
• Support contract renewals and contribute to client retention
• Identify opportunities to introduce new and value-add features, services or solutions
• Deliver training and webinars to encourage client engagement

Project Co-ordination

• Coordinate and oversee improvements, updates and new feature implementations
• Collaborate with the wider delivery team to ensure success project delivery
• Manage multiple client initiatives and prioritise effectively
• Maintain clear communication with clients throughout feature delivery
• Ensure internal teams have the information needed to deliver updates efficiently
• Involvement in the product roadmap and planning and testing of solutions

Client Success & Growth

• Work proactively with clients to ensure maximum value from their PPL solutions
• Identify opportunities for upselling additional services or improvements
• Support demonstrations or discussions with clients for new features/solutions
• Share feedback and insights from clients to support product improvement
• Plan events such as quarterly client user groups and annual client networking events

General Responsibilities

• Work collaboratively with colleagues
• Maintain strong organisation and time management across multiple clients and priorities
• Identify opportunities to improve processes or client outcomes
• Support wider company initiatives and contribute to the continued growth of the business

Skills & Experience

Experience & Qualifications

• 3+ years in a Project Management, Account Management or similar role
• Experience in Customer Service or Client Management
• Minimum of 3 A levels or equivalent
• Degree (or equivalent) is desirable

Skills & Traits

• Excellent interpersonal and written/spoken communication
• Proactive, solution focused and results driven
• Self-motivated with a strong work ethic
• Personable with strong customer service and rapport building skills
• Collaborative, inclusive and good at working with cross-functional teams

Benefits

• 26 days annual leave plus bank holidays
• 3 additional discretional days annual leave: Birthday, Christmas Eve and Summer Day
• Bonus scheme
• Work from home
• Training and development opportunities