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Responsibilities

Responsibilities include the following:

CLIENT RELATIONSHIP

• Maintain a deep understanding of our solutions and content and educate customers about the most relevant solution for their specific business needs and identify new opportunities to add value;
• Build deep Client intimacy and own key stakeholder relationships, sharing observations and insights derived from measurement data and its analysis;
• Collaborate with the cross functional groups across Imparta to further develop customer relationships and ensure our customers are realizing the most possible value from their investment whilst ensuring margins are protected;
• Proactively drive communication with clients to enable future thinking around product / sector / client;

ASSESS

• Build deep customer intimacy through SME calls with key stakeholders to ensure we understand client strategy and challenges they face on an ongoing basis to enable us to make proactive recommendations throughout the lifecycle of the client;
• Oversee application of assessment tools, where required. Work with Product Manager, Change & Enablement to identify product improvements where necessary.

CHOOSE

• Manage and deliver a learner strategy that drives change;
• Support clients ongoing needs (based on client strategy or change to needs) with recommendations on which programmes / modules / 5Cs focus areas;
• Where needed work with Design team to contextualise materials;

LEARN

• Be responsible for creation of faculty briefing pack, support selection and onboarding of the faculty – ensuring they are the right fit and have the understanding of the client and any key information they need;

APPLY

• Focus on successful implementation of solutions, change management consultancy to support application and embedding, leading a positive customer experience, and maintaining /growing revenue renewals and net retention improvements;
• Define and optimise Client lifecycle by driving programmes and initiatives to improve engagement approaches and lead a culture of continuous improvement;

STICK

• Drive Client outcomes, solution application and customer experience
• Influence future lifetime value through maximizing value, customer satisfaction and overall health scores
• Reduce churn and drive new business growth through greater advocacy and reference ability – measured against specific client KPIs
• Create and own the measurement scorecard for each Client
• Proactively ask for testimonials, referrals, create success stories and apply for industry awards when the right opportunity arises;

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The Role – core competencies

• Client & Commercial Acumen
• Learning & Change Enablement
• Strategic Thinking
• Relationship Building
• Data & Impact
• Agility & Teamwork
• Emotional Intelligence
• Communication & Facilitation
• Consultative Mindset

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The Role – skills & behaviours

• Stakeholder engagement – can influence and build trust with senior leaders, both internal and external
• Learning mindset – curious, self-reflective, open to feedback
• Ownership – takes initiative, drives work independently
• Agility – comfortable with ambiguity and evolving client needs
• Collaboration – works cross-functionally with internal teams and faculty
• Outcome-focused – obsessed with driving client results and ROI
• Gravitas – presence and confidence in client-facing conversations

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You

Basic Experience & Qualifications:

• A strong client-facing commercial background in either (or both) B2B sales and B2C Service
• Track record of engaging personally with clients in a consulting or design/delivery role
• Gravitas in sales (or service) as a profession and the ability to converse at a senior level, having ideally been in sales, sales leadership, CX, general management, etc.
• Proven experience in driving solution application and embedding and leveraging best practices;
• Possesses a strong presence, with communication and interpersonal skills that inspire and motivate clients and internal staff;
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning;
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity;

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Compensation:

£60-£70k (plus up to $5k performance related bonus).