Customer Success Manager

About the role:

This is an exciting opportunity for someone who wants to take lead in a client-facing role responsible for the delivery of a variety of exciting, blended learning solutions with a range of sizes and complexities with a variety of clients all over the world.

Your role will be to use your organisational skills to oversee the successful and smooth delivery experience for our clients, identify commercial opportunities and ways to improve the programme's profitability, ensure strong evaluation, and ultimately ensure high-quality delivery and customer loyalty.

A customer success manager will take the lead on everything past the contracting phase to see each project through to successful completion (and ideally repeat works) but will also be involved in the initial presentations and pricing to ensure everything commercially and practically from a delivery perspective is factored into the final quote/contract.

This role is perfect for someone who wants to strengthen their experience working in the consulting/learning/human capital/people-advisory industry, gain experience in delivering often complex solutions, manage a supply chain, and coordinate a range of internal and external stakeholders.

Day-to-day activities will include…

• This commercial role is responsible for improving the size, profitability and longevity of projects, including influencing clients to consider repeat projects and potential sales of other learning or recruitment products. They should also expect to identify new opportunities based on client conversations.
• Join presentations alongside the sales team to present delivery options and showcase our project management capability and what it will be like working with a fun and flexible organisation that can respond quickly to client needs and scale services with a commercial value-for-money mindset.
• You will work with client directors/managers to evaluate a variety of profitable and value-for-money delivery options, deciding on how best to set up and deliver projects. You will also help build this into pricing/quoting alongside the client directors/managers.
• From here, you will manage the end-to-end delivery of these potentially complex/multi-faceted projects for multiple clients, paying special attention to potential risk, experience and profitability. This includes leading the initial hand-over from sales, managing ongoing communications with the client stakeholders, managing any booking and scheduling which may be required, and successfully managing our associates who are contracted to deliver our services.
• As part of this, you will ensure a seamless experience with all stakeholders aligned with clear deliverables, deadlines, and responsibilities throughout the project while maintaining a truly human feel to working with us, learning to keep things simple, practical and fun along the way.
• In addition, you will leverage your project management experience to host internal and external reviews, ensuring the team is prepared for external project milestone calls and reviewing key learnings from each project internally, encouraging a psychologically safe improvement culture.
• Finally, you will be expected to report on project success, hold the client accountable when it comes to evaluation, and evaluate medium-long-term business impact where possible, positioning us for awards and, at the least, a strong case story.
• Finally, you will ensure that every project is compliant with the client SLA agreements, including managing risk, cyber security, data protection, and accessibility.

About you:

Knowledge:

• Knowledge of tools, processes and techniques for successfully managing projects
• Ideally, you will have knowledge and experience delivering training/learning solutions and understanding of the different people and stakeholders usually involved in these projects.
• Strong commercial knowledge helping you know how to price and make decisions which affect the profitability of projects

Skills:

• Engaging and communicating effectively with internal and external stakeholders
• Prepared, organised and able to lead project meetings with a very good eye for detail
• Able to confidently facilitate discussions where stakeholders have conflicting views
• Comfortable challenging and influencing senior stakeholders and can unstick and move a project forward by getting decisions and negotiating commercially viable compromises
• Able to demonstrate excellent organisational and time management skills
• Analysing & reporting on data to extract key points (risks/learnings/positives etc) and communicate them concisely

About Bailey&French

Bailey & French is a global people solutions consultancy based in Brighton with a vision to humanise the world of work.

Unlike most consultancies, we don’t believe in lengthy assessment and diagnostic approaches, which are too costly and time-consuming for today’s world of work and focus too much on trying to fix people rather than creating environments where people can thrive.

Our award-winning, evidence-based, conversational and human-centred approach is trusted by clients across public and private sectors globally becoming known for our ability to help them respond quickly to change through a variety of off-the-shelf training programmes, physical products and bespoke consulting solutions.

These clients include departments across the UK Civil Service, as well as strengths in professional/financial services, oil/energy, and technology.

In addition, this role will also give you…

• 28 days paid annual leave (plus an additional day for every year up to 5 years, & all UK Bank Holidays)
• Ongoing support with your professional development
• A cash plan with Simply Health to spend on your health & wellbeing
• Quarterly ‘rock star’ incentives for high achievers
• Quarterly ‘Charity Champion’ events where we give back to our local charity community
• Social Seagull team events

Please apply here with a copy of your resume and cover letter.