Customer Success Manager - Public Sector
£ 35,000 - 45,000

We have a busy and rapidly growing customer success team – currently around 15 people who manage a growing portfolio of public and private sector customers across the UK as they use our platform to measure, manage and report on their social value.

As we develop the team, we are looking to add more specialist skills to the mix, and we have an immediate need to strengthen our capability in public sector procurement. As well as using the platform to host tenders, some of our public sector customers also ask us to evaluate the social value element of tenders on their behalf. Our current public sector customers are predominantly local authorities, but we expect our work to expand into other parts of the public sector in the coming 12 months.

Responsibilities

  • Onboard, manage and expand accounts for a wide range of public sector clients
  • Help clients to embed social value in their procurement processes
  • Provide internal and external training on the evaluation of social value, helping clients to get the most out of the online Social Value Portal tool
  • Analyse high volume of data and evidence relating to social value
  • Develop reports on social value outcomes
  • Analyse project performance and metrics
  • Manage existing public sector accounts, directly responsible for retention & renewal
  • Overall team responsibility for the management and delivery of tender evaluations
  • Broadly contribute to leadership, mentoring and coaching within the team
  • Play a key role in supporting the growth of the relationship with your clients
  • Reporting directly to the Customer Success Director

Required experience, skills and qualifications

  • Minimum 2 years’ relevant working experience in the public sector in a procurement/commissioning role
  • Detailed knowledge of Public Procurement Regulations and their practical application
  • Experience of evaluating tender submissions and contract management
  • Experience managing key client and stakeholder relationships
  • Digital/analytical skills
  • Project management skills
  • Excellent team-working skills
  • Good communication skills – comfortable leading client meetings and presentations
  • Confident working alongside senior leadership/management
  • High level of numeracy and a good academic standard in a numerical or mathematical discipline
  • Comfortable working with web applications with the ability to explain functionality of an application or programme to clients in simple terms
  • Organised and structured approach to working with great attention to detail
  • Graduate – Bachelor’s degree as a minimum or equivalent

We are also interested in the following:

  • Working experience in the local authority sector
  • Experience working with public sector suppliers
  • Experience using procurement platforms and framework agreements
  • Chartered Institute of Procurement and Supply (CIPS) qualification
  • Project management qualification – PRINCE II or equivalent
  • Experience using Salesforce
  • Experience embedding social value or sustainability in procurement and commissioning

Benefits

  • Flexible working – team members are able to work remotely when needed
  • Professional Development for ongoing learning & training
  • Paid sick leave
  • Paid maternity, paternity and adoption leave
  • Pension with a 3% employer contribution
  • 25 days holiday per year plus public holidays
  • Free teas, coffees and fruit
  • Access to wide range of discounts at high street stores and services

Please note that all Social Value employees are currently working from home following local Government advice. Our Senior Management Team continue to review the situation and we will return to the office only when it is safe to do so. Offices are based in London & Manchester

Central London
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