Client Success Lead at Novacroft

Novacroft is recruiting a Client Success Lead

About Novacroft

Novacroft is a People-First organisation specialising in customer experience transformation.

Our mission is to provide you with a career growth pathway where you can make a meaningful difference, belong, have a sense of purpose, and positively impact our local and global community. We offer opportunities to learn and grow skills to ensure you’re future ready, and firmly put wellbeing at the heart of all we do.

Take a look at life at Novacroft, in the words of our team.

We partner with clients in central and local government, charity, education, mobility and retail, including Transport for London, the Royal British Legion, and the University of Bradford. Our impact has saved a transport sector client £25,000,000, enabled 250,000 members of a leading UK charity to apply online for membership, delivered £55,000,000 in energy grant funding, provided £278,000 in pro-bono support to the charity sector, and enabled 70,000 volunteers to support 14 million visitors for London Organising Committee of the Olympic and Paralympic Games. Today, 42,000,000 people use our customer experience products and services.

Our Business Growth team has an exciting opportunity for a Client Success Lead, full-time, permanent role.

We are a People-First organisation operating in a growth market. We specialise in customer experience transformation for clients in central and local government, charity, education, mobility, and retail.

Our impact has saved a transport sector client £25,000,000, enabled 250,000 members of a leading UK charity to apply online for membership, delivered £55,000,000 in energy grant funding, provided £278,000 in pro-bono support to the charity sector, and has enabled 70,000 volunteers to support 14 million visitors for London Organising Committee of the Olympic and Paralympic Games. Today, 42,000,000 people use our customer experience products and services.

None of this would be possible without our brilliant team members – They are all unique, their story matters and we are passionate about helping everyone seize opportunities to grow with Novacroft.

You will be responsible for your key accounts and ensure the successful management and development of long-term client relationships across all Novacroft’s portfolio.

You’ll have responsibility for leading our Business Unit team to ensure the team meets targets and exceeds client SLAs.

The Role

Our Client Success Lead is our key client link – understanding their needs and ensuring we meet their expectations.

You’ll be responsible for onboarding new clients and ensuring that transition/mobilisation plans are delivered on time and within budget.

Your role will be to ensure that we maintain and grow key client relationships across our client portfolio and, in doing so, continuously strive to create new opportunities.

You’ll proactively monitor and analyse Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and other service-related data to provide valuable insights and trends for prompt decision-making and stakeholder engagement.

You’ll support clients with long and short-term strategic and operational decisions and monitor budgets. You’ll be our commercial guardian to ensure products and services are provided on time and within budget. In addition, you’ll act as our client escalation point and ensure efficient and timely problem resolution.

About You

We’re looking for an energetic, proactive, and driven university degree holder with proven client success, project management and account management experience.

You’ll need excellent written and verbal communication skills and be able to translate client needs into clear and concise business case proposals.

You’ll need proven leadership skills and be able to manage and influence at all levels. You’ll be emotionally intelligent and have superb problem-solving skills.

And finally – we take great pride in our record of delivering software as a solution to complex problems – so you’ll need a keen interest in digital, tech and the software build process.

Location

This role is based at our Northamptonshire office. This role is hybrid working for 2-3 days in our offices and 2-3 days remotely from home.

Salary

£36,000 – £45,000 depending on experience.

Benefits

We provide a range of extras to our valued team members, including:

Pension scheme, auto enrollment

Access to Novacroft’s bespoke rewards scheme, which includes discounts with high street retailers, gym membership discounts and wellbeing and fitness support

Access to our Employee Assistance Programme (EAP)

23 days holiday, rising a day each year of service up to 28 days, plus 8 statutory public holidays

Your birthday off work – in addition to your annual holiday entitlement

Mental wellbeing support

Paid time out for volunteering

To be part of a collaborative, creative working environment in a uniquely people-focused business with a supportive, friendly team.

If you’re interested in this opportunity or feel you may not have the complete skillset but would like to hear more then please get in touch!

To apply for this role, please follow the link and upload your cv and a cover letter explaining why you believe you are a good fit for this opportunity.

Novacroft is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender.

Application closing date

22nd October 2023