Client Success Manager – Public Sector

Job title:

Client Success Manager – Public Sector

Company

Perkbox Vivup

Job description

📍UK RemoteWhy Perkbox Vivup?In an exciting stride forward for both organisations, employee benefits experts Perkbox and Vivup have joined forces to create a world-class benefits, wellbeing, and engagement platform.With over two decades of combined experience, our goal is to enable more organisations to better support and engage their employees — something which has become essential in the wake of a global pandemic and a hard-hitting cost-of-living crisis.From enhancing access to specialist mental health services to helping staff manage the cost of everyday essentials, our combined strengths and best-in-class solutions will create a super partnership that supports employees in all areas of life, at every stage of their career, both in and out of the workplace.As a combined entity, we can assist more employees than ever before to live and work better through our combined expertise in the public, private, SME, and corporate sectors. Today, we collectively support more than 4 million employees across 7,500 organisations through an enhanced range of benefits and engagement solutions. Our vision is to create healthy, happy and engaged workforces by reinventing employee benefits. Together, we’re positioned to revolutionise the employee benefits landscape, driving innovation, setting new standards, and shaping the future with transformative solutions that redefine wellbeing.About the roleYou’ll be responsible for delivering product engagement within the public sector clients, ensuring that they continue to receive the best value from our products.Using your ability to influence key stakeholders you’ll ensure that our clients’ business goals continue to align, and their overall usage of the platform remains high. As well as proactively educating admins on a 1:1 basis, you’ll also be driving commercial conversations for growth opportunities and renewalsWhat You’ll Be Doing

• Developing and maintaining strong relationships with clients, and acting as the primary point of contact

• Ensuring clients are engaged, satisfied, and receive the best possible service throughout their contract term by adding value, and resolving issues in a timely manner adhering to SLA
• Developing and executing strategies to enhance customer engagement, satisfaction

and loyalty

• Influence customers by providing guidance, support and reporting to ensure the

successful onboarding and embedding of the product long term according to customer objectives

• Proactively identify and analyse trends across customer data and provide relevant

reporting to influence communication and engagement strategies

• Gather client feedback to support team collaboration understand the client needs,

preferences and areas of improvement

• Establish regular communication with the client success team in order to educate and share industry knowledge and product updates, ensuring maximum value is delivered across the customer base
• Working alongside relevant support functions to support the timely authorisation of

orders & finance payment queries

• Maintain account information accuracy to ensure that internal stakeholders have clean data and customer information at all times

What We’re Looking For

• Experience in a client success role and rolling out successful win back strategies for high risk accounts
• Experience building and maintaining account information
• Evidence of using data and analytics and CRM systems
• The ability to influence stakeholders and manage stakeholders
• Previous experience working with public sector clients
• Knowledge and experience of working with tender processes

The Interview ProcessOur interview process involves 3 main stages:

• Short call with a member of the Talent team
• 30-minute video call with Hiring Manager and one other team member
• Final Interview and task with two members of the team

Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on [email protected]We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientationsWe’re happy to offer reasonable adjustments during our hiring process. Just let us know, and we’ll make it work for you. Your comfort and success matter to us!and joined forces in July 2024 to form the Perkbox Vivup Group, an employee benefits, wellbeing and engagement platform, revolutionising the employee benefits landscape.Trusted by more than 7,500 organisations across the public, private, SME, and corporate sectors, the Perkbox Vivup Group is delivering an enhanced range of benefits and engagement solutions to 4 million employees across the globe.In addition to comprehensive benefits, the Perkbox Vivup Group leverages Vivup Clinical and Wellbeing services to provide specialist mental health support and wellbeing solutions. This ensures employees receive the best possible care and resources to thrive both personally and professionally.

Expected salary

Location

London

Job date

Sun, 15 Dec 2024 06:14:41 GMT

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