Senior Client Manager

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ABOUT DECODED

We are Decoded, the pioneers 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. We give our 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, and are the first port of call for all things client management-related, both internally and externally.

They are focused on results and constantly strive to demonstrate the impact of a Decoded programme. Their closeness to our clients allows them to identify opportunities where we can align the Decoded offering to their 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 alike. 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 their wide-ranging portfolio of clients. They escalate challenges and illuminate instances where success may be in question.

They drive things forward and help sustain momentum. As the guardians of our customer's experience, they gather and react to feedback and course-correct when necessary. And crucially, they are able to identify the right resource for the right challenge and understand exactly who to bring in when.

SPECIFIC ROLE & RESPONSIBILITIES

As a Senior Client Manager at Decoded, you're ultimately responsible for:

• Being a trusted guide for clients

Supporting the client and their team through the delivery process. This means having a clear understanding of the programme objectives, garnering regular feedback, providing actions to ensure complete client satisfaction and providing the information necessary to demonstrate the impact of Decoded programmes

• Leading projects and programmes

Supporting Decoded teams through the delivery process and holding them to account. Managing the delivery of Decoded programmes to ensure they're being flawlessly operationalised, raising and helping to find solutions to potential barriers or issues affecting delivery and ensuring that Decoded is on track to meet the client's expectations

• Creating opportunities for growth within client base

Creating the conditions for growth within accounts by delivering successful programmes, managing resources effectively, spotting new and recurring opportunities and sharing this information with the Decoded sales team.

SKILLS & BEHAVIOURS

Your enthusiasm, knowledge and customer-centricity will help us become the number one digital technology education company in the world. We also look for:

• The drive to perform and ability to execute
• Experience in client management and knowledge of how to drive projects and deliverables forward, looking to gain further opportunities in this area
• A clear understanding of how to develop relationships - both internally and externally with clients
• A natural inclination to plan for what might happen next - more than just a 'safe pair of hands'
• 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

TEAM REPORTING & STRUCTURE

This role will report to the Client Management Team Leader, based in London, while working closely with Regional Commercial and Client Service teams in NYC and Hong Kong

BENEFITS

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

• 33 days leave per year (inclusive of bank holidays) and 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
• Flexible working, including work-from-home
• 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
• An array of social events including Christmas get-togethers and a summer away day, as well as monthly drinks and activities
• 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

Salary band

£45,000 - £55,000

Interview process

1. 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.
2. 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 Commercial Managing Partner, Client Services (Global). This is a competency-based interview around your experience and expertise.
3. Final interview: You will be invited to a Google Hangouts with our Managing Director and Commercial Managing Partner, Business Development (Global). By the end of this process, you will come away with informative insights on the role and life at Decoded.
4. Final steps: We will wrap up the interview process with a reference check, followed by a second call with the Commercial Managing Partner, Client Services (Global) to talk through any remaining questions you may have

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