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Application Closing Date: COP on Wednesday 12th August
About the Role
The Client Value Manager (CVM) is the strategic relationship owner for high-value and complex clients, ensuring delivery excellence across all services and projects throughout the client lifecycle. Acting as a trusted advisor and governance lead, the CVM drives client satisfaction, maintains renewal readiness, and identifies opportunities for growth and service improvement. CVMs demonstrate strong commercial awareness, problem-solving ability, and adaptability while building trusted relationships and collaborating effectively across teams.
The role maintains a clear focus on client outcomes, working closely with department heads and delivery teams to solve challenges, drive continuous improvement, and align services with evolving objectives - ensuring seamless execution and strong alignment with strategic goals.
What You'll Be Doing
- Developing strategic client partnerships to enhance value, aligning with business goals, and acting as the internal "voice of the customer" to improve their experience based on feedback. This involves conducting regular meetings with clients to understand their evolving needs and expectations, ensuring that Codestone’s offerings are always aligned with these requirements.
- Proactively addressing barriers to maximise client ROI, identifying growth opportunities, and gaining deep insights into client business drivers to provide trusted advisory support. This includes conducting thorough analyses of client operations to uncover potential improvements and crafting tailored strategies to drive business growth.
- Monitoring and improving client satisfaction metrics (CSAT, NPS) while continuously enhancing knowledge of Codestone’s offerings and client industries for optimal service delivery. This requires implementing robust feedback mechanisms and leveraging data analytics to identify trends and areas for improvement.
- Communicating ROI and recommendations to support client growth and renewal, collaborating effectively across internal teams to meet client needs and managing client success metrics and expectations in partnership with Sales. This also involves preparing detailed reports and presentations that demonstrate the value delivered to clients and proposing actionable insights for further enhancements.
- Taking the lead on escalation resolution for all Codestone services, analysing client data for insights, optimising campaigns, and supporting clients in optimising products, branding, and industry expertise. This entails working closely with technical teams to resolve issues swiftly and efficiently, minimising downtime and disruptions for clients.
- Driving efficiency in client relationships with proactive problem-solving, ensuring service levels comply with contractual obligations, and leading regular service reviews to identify improvements and manage risks. This includes scheduling periodic reviews with clients to discuss performance, address any concerns, and plan future activities to enhance service delivery.
- Ensuring prompt responses to client requests, collaborating closely with senior management and other internal stakeholders to ensure client satisfaction. This requires maintaining an open line of communication with clients and internal stakeholders to quickly address and resolve any issues.
- Leading the client service delivery team, managing conflicts, ensuring efficient operations, identifying cost-saving opportunities, and using client feedback to refine services and maintain a high Net Promoter Score (NPS). This involves mentoring team members, fostering a culture of continuous improvement, and leveraging client insights to drive service innovation and excellence.
- Identifying opportunities to streamline processes and improve efficiency through AI, automation, and data-driven insights.
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Success in this role requires clear ownership of personal KPIs and active contribution to the company’s OKRs.
What You'll Bring
- Demonstrate a proven track record in high-paced service delivery, adept at managing C-suite stakeholders and end users.
- Strong ITIL Service Management expertise in Agile environments.
- Champion of change, dedicated to enhancing client value through innovative service and capability delivery.
- Effective communicator with strong organisational skills, ensuring smooth operations and client satisfaction. Skilled in IT strategy and budgeting for optimal solutions.
- Successful in client-facing roles, driving initiatives to boost ROI and satisfaction.
- Ability to analyse complex data and communicate insights clearly.
- Excellent presentation and facilitation skills, adept at engaging small to medium-sized groups.
- Strategic thinker with a hands-on approach, contributing to top-tier client success functions.
- Over 3 years' experience in Client Success or Service Delivery Management in high-profile settings, with expertise in Client Service, Business Relationship Management, and Service Management.
- Proficient in Service Level and Client Experience Management and experienced in business support software and ITSM tools.
- Knowledgeable in Microsoft Office 365 and Azure environments, with expertise in Modern Workplace End User Support.
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Advantageous Skills:
- Experience with SAP ERP solutions and/or Cloud services.
- Agile Service Delivery skills.
- Bachelor's degree in Business or IT-related field.
- ITIL v3 Foundation certification.
What Makes You Successful
- Conflict Resolution & Emotional Intelligence: Manages client concerns with empathy and professionalism.
- Adaptability & Resilience: Navigates changing requirements and challenges with agility and persistence.
- Commerciality & Creativity: Identifies value-driven opportunities and innovative service enhancements.
- Communication & Collaboration: Engages stakeholders clearly and effectively to ensure seamless service delivery.
- Independent Working & Time Management: Manages responsibilities autonomously while meeting client expectations.
- Problem Solving: Balances client priorities with business goals, delivering effective solutions.
Please Note:
- For Internal Applications: a CV is not mandatory, a cover letter expressing your interest is essential.
- For External Applications: a CV and a cover letter are both essential.
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