Customer Success Executive / Manager

We are looking for an Client Success Executive / Manager to join the focusgov team and help us create great digital services that will have a positive impact on vulnerable peoples' lives.

We already work with almost fifty local authorities throughout the UK. Our Care Leavers App is used by many of these to provide help and support to young people leaving care, we also work extensively within Family Hubs, SEND and Children's / Adult Services. It's an exciting time with lots of genuinely innovative work taking place including AI-based solutions.

We are now seeking an enthusiastic Client Success Executive / Manager who can build excellent relationships with new and existing clients from the public sector. Our Client Success Managers are key members within the Client Services team, with responsibility for identifying new opportunities for growth and ensuring excellent standards of service.

This is a relationship-focussed role that combines account management, customer support and commercial awareness and a strong emphasis on delivering excellent service with long-term customer retention and growth.

Typically an Client Success Manager at focusgov will be getting stuck into:

• being a day to day contact for local authority customers who are using our digital services, responding promptly to enquiries.
• hosting regular review meetings, largely in-person but also remote.
• managing work requests and support queries and liaising with technical and design teams.
• building solid relationships with stakeholders at various levels across our local authority customers.
• pro-actively check-in with customers to monitor account health and customer satisfaction.
• liaising with project management on individual projects in an advisory capacity, ensuring the project deliverables align with the overall account, targets and business objectives.
• ensure that accounts are onboarded successfully and supported throughout their lifecycle.
• work to retain existing customers, achieve high retention, identify opportunities to introduce new digital services, support account targets including growth.
• collaboration with business development to support pitches, networking and presentations.
• join design and technical teams for in-person focus groups and participation workshops.
• share knowledge gained and feedback from existing customers to help refine existing products and develop new products and services.
• ensure that work complies with existing ISO operational procedures and processes.

We are keen to meet people with a range of experience and backgrounds, but as a guide we would probably be looking for:

• a minimum of one year in an Account Manager / Account Executive role in one of the following: a digital or marketing agency or a within software / SaaS development environment.
• OR you may have a background in children’s or adults social care or have worked in the public sector in a relationship-building role.
• someone with demonstrable experience of managing and growing multiple customer accounts.
• confidence when talking and presenting to customers.
• able to travel and visit customers on-site, we encourage in-person meetings as much as we can.
• can show demonstrable ability to manage own schedule of work, including multi-tasking and prioritising.
• possess excellent communication and relationship building skills; able to explain sometimes technical matters to non-technical customers.
• have experience of using Microsoft 365 suite, Google Docs, project or task management software.
• are self-motivating, have a genuine enthusiasm for joining a friendly, innovative team who are creating solutions for vulnerable members of society (this is a must!)

And some of the following would be an advantage:

• experience in use of Hubspot CRM.
• knowledge of the website or app production lifecycle, managing digital projects or some web design / development processes such as UX or accessibility.
• experience of working with the public sector, especially Children’s and / or Adults social care.

A couple of other important points:

• this role is home / remote based. Our team get together for some collaborative working a few times a year and we encourage everyone to participate.
• we are open to meeting candidates from anywhere in UK, but you must be UK-based.
• because of the nature of our work our team undergo DBS checks on joining and then every three years.

Benefits we are able to offer include:

• Salary of between £30k and £35k based on experience.
• Generous commission scheme.
• Private Medical Insurance through BUPA (after probationary period).
• NEST Pension.
• Employee Assistance Programme and Wellbeing Strategy.
• In-team Mental Health First Aiders and a chance to train towards this qualification.
• Remote working.
• 28 days holiday plus additional time off for birthdays / Christmas and New Year.

A job description is available for this role.

Please no agencies, thank you.