Senior Client Manager

ABOUT DECODED

Decoded is a pioneer of transformative technology education. We help some of the world's largest and most technologically progressive organisations up-skill and inspire their employees through training programmes and workshops. We democratise cutting-edge data skills and help transform traditional businesses into tech companies, giving learners the skills and confidence to embrace the future of work.

OVERVIEW

The Senior Client Manager sits within the Client Management Team. They have end-to-end ownership and responsibility for each of their projects or programmes for Decoded's growing accounts. They navigate novel and ambiguous situations with confidence, seeking clarity where required to ensure exceptional client experiences.

They focus on results and demonstrate the impact of a Decoded programme. Their closeness to clients allows them to identify opportunities to align the Decoded offering to client needs and feed insights and information back into the business in real-time. They are proactive in seeking opportunities for success.

They build brilliant and productive relationships with colleagues, clients and partners. They ensure that every interaction with, and delivery from, Decoded is of exceptional quality.

They are responsible for orchestrating, liaising with and empowering other Decoded teams to deliver excellent programmes for a wide-ranging portfolio of clients. They escalate challenges and illuminate instances where success may be in question.

They drive things forward and sustain momentum. As guardians of our customers' experience, they gather and react to feedback and course-correct when necessary. They can identify the right resource for the right challenge and know exactly who to bring in.

ACCOUNTABILITIES

As a Senior Client Director at Decoded, you are accountable for:

• Acting as a trusted guide for clients - you'll support a client and their team through the delivery process. You'll need a clear understanding of programme objectives, collect and respond to feedback and ensure complete client satisfaction.

• Leading successful teams and exceptional programmes - you'll support the Decoded team through the design and delivery process, as the voice of the client. You'll manage the delivery of programmes ensuring they are flawlessly operationalised, raising and finding solutions to barriers or issues affecting delivery and ensuring that Decoded is on track to meet client expectations.

• Creating opportunities for growth by delivering successful programmes, managing resources effectively, spotting new and recurring opportunities and working closely with the Decoded sales team.

SPECIFIC ROLE & RESPONSIBILITIES

Programme delivery

• From the point of sale, you are responsible for ensuring the successful delivery of the programme.

• You will work cross-functionally to ensure the programme is delivered in line with the agreed terms. You will work to meet the client's strategic objectives.

• You will be proactive in identifying any potential barriers to programme success.

Maintaining and growing Decoded's customer base

• You will spot opportunities for growth within the existing customer base, in order to drive long-term revenue.

• You will share this with relevant teams, specifically the Decoded Commercial team.

• You will be an expert in your clients and take a keen interest in them and the markets in which they operate.

Customer service

• You will provide excellent customer service and role model professional behaviours within Decoded.

• You will build brilliant relationships with internal and external stakeholders.

WHO ARE YOU?

Essential:

• You have the drive to perform and the ability to execute.

• You have experience in client management and knowledge of how to drive projects and deliverables forward, but you are looking to gain further opportunities in this area

• You have a clear understanding of how to develop relationships - both internally and externally with clients

• You have a natural inclination to plan for what might happen next - more than just a ‘safe pair of hands’

• You have a keen eye for detail and drive to hold yourself and your work to a high standard, going above and beyond to deliver excellence in all you do

• You are enthusiastic about education, and the world of data and digital.

• You are comfortable in ambiguity, seeking clarity.

• You are willing to pitch in and work as part of a team, even when this goes beyond your core role description.

Bonus:

• Experience in the world of data and digital.

SKILLS & BEHAVIOURS

Your performance will be measured by and driven by a mindset built on:

• Striving for excellence in everything you do. You don't accept mediocrity in yourself or the team around you.

• Building brilliant, collaborative and productive relationships with colleagues and partners alike.

• Solving problems elegantly and creatively: "find a way or make a way".

• Taking accountability for your own success and the success of others.

TEAM REPORTING & STRUCTURE

This role will report to the Director of Client Management.

DAY-TO-DAY

Our working hours are 9 am to 5 pm, Monday to Friday (UK time). You plan your working day around the best outcomes for success, identifying and prioritising projects against business needs.

As we work with clients across different time zones, there may occasionally be times when you need to be flexible, for example, delivering a session for a US-based client might mean finishing later in the evening. When this happens, you're encouraged to adjust your hours, such as starting later that day or the next, to support a healthy work-life balance. We will endeavour to provide as much notice as is reasonably possible and discuss this with you in advance of any prolonged requirements. In these cases, you will be entitled to flexibility around working time to ensure adequate rest breaks

BENEFITS

Apart from the above, working at Decoded means you'll get:

• 33 days leave per year (inclusive of bank holidays) and an extra tenured holiday enabling team members to gain an additional day for every year you are with us (after the first 2 years) up to a maximum of 8. We also close the office for 2 full weeks at Christmas at Decoded's discretion which does not come out of your holiday allowance.

• Modern, flexible and fully serviced offices at WeWork

• Company pension contributions

• Private health care, including dental, GP and hospital cover and a gym discount to help you prioritise your wellbeing

• Travel insurance

• Social events, including in-person company get-togethers, department away days and Christmas lunch

• Continuous learning and development. You will be challenged with lots of responsibility and exciting projects in an environment that encourages learning, creativity, personal growth, and collaboration

• Free monthly lunches

• Casual dress every day

Interview process

• Recruiter chat: You'll speak to someone from our People Team and be asked a series of questions about your experience, while learning about the role and Decoded.

• First interview and task: You'll be sent a challenge which is designed to understand your approach to client services, and be invited to a Google Hangouts call with our Director of Client Management and another member of the Senior Leadership Team. This is a competency-based interview around your experience and expertise. You will be required to give specific examples of how you have demonstrated the behaviours listed above.

• Final steps: You will have a final call with the CEO in order to share our company values and the strategic direction of the business, this will allow you to ask any final questions you may have.

Salary band

£48,000 - £55,000

Decoded is committed to safeguarding and promoting the welfare young people and vulnerable adults and expects all staff and volunteers to share this commitment