Customer Success Manager, Social Value Portal
£55-65k
+ Up to £20k commission
2-3 days a week in office
Platform to measure social impact
Job no longer available
Platform to measure social impact
101-200 employees
Job no longer available
£55-65k
+ Up to £20k commission
2-3 days a week in office
101-200 employees
Company mission
Social Value Portal's mission is to engage, enable and empower people and organisations to work together in the pursuit of social, economic and environmental wellbeing.
Role
Who you are
- Team management experience
- Experience in customer-facing role in preferably a SaaS environment selling a technical solution
- Previous customer service or sales experience will be essential
- Strong understanding of best practice customer success principles
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale, technical account management and sales experience
- Experience of working with targets, particularly within customer health and utilisation
- Strong empathy for customers AND passion for revenue and growth
- Analytical and process-orientated mindset
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
- Experience with CRM software (ideally Salesforce)
- Understanding of sales principles and ability to deliver excellent customer experience
- Strong (verbal and written) communication skills with an ability to build relationships
- Effective presentation and negotiation skills
- High degree of professionalism
- Alignment to our values of accountability, collaboration, community and transformation
- Good time-management skills with a problem-solving attitude
What the job involves
- We are looking for a tenacious and customer-centric professional and team player to join us as Social Value Success (SVS) Manager
- This is a people-management and individual contributor role in which you’ll lead a team of three SVS Executives and work to delight our customers through engaging with them
- We need a product enthusiast who inspires, coaches, and supports our customers to make the very best of their investment
- You should be an experienced team leader and highly motivated to work as part of a fast moving, target and metrics driven revenue team
- The primary objective is to ensure our customers delight in working with us and can meet their Social Value goals by working with us
- Team Management:
- Ensure complete visibility on team members’ workload, priorities, targets and goals, providing mentorship and day-to-day guidance
- Report on the team’s success to the VP Sales
- Involvement in hiring, disciplinary procedures and development discussions as required
- Customer Goals:
- Partner with our members to agree what success looks like; determine an amount of Social Value that they want to deliver using our products by setting a Social Value Pledge
- Drive and deliver the Success Plan designed by the assigned Strategic Account Manager, pushing utilisation and maximum value from our products
- Proactively engage with our members to create a mutual action plan, define clear tasks that support the mutual goal, in order to demonstrate a return on investment
- Drive delivery targets set during client onboarding, remaining accountable for maintaining or increasing these targets
- Ensure clients are successful in delivering Social Value, supporting them with industry insights and best practice to educate and inform
- Manage project pipeline mapping to enable the Success Plan
- Ensure prompt and accurate answers to customers queries, in relation to Social Value
- Account Profile:
- Maintain accurate information on assigned clients (e.g. company size, corporate and/or ESG/CSR/ Social Value strategies needs and pricing plans)
- Update activity and deliverables in the CRM for accurate reporting and task management
- Internal engagement & collaboration:
- Work closely with the assigned Strategic Account Manager to develop a joint plan for success
- Collaborate with internal teams as the customer advocate and provide internal feedback on how we can better serve our clients
- Maintain good knowledge of SVP products and services and how these solve customers’ problems. Position appropriate and applicable solutions to client with clear communication of value and pricing
- Proactive problem-prevention to drive happiness, escalating issues to Team Leader and opportunities to Strategic Account Manager as appropriate
- Identify and address clients’ needs while professionally representing SVP
- Performance & monitoring:
- Work within set metrics for success, monitoring KPIs and performance standards (customer health, project utilisation)
- Timely management of activities and communications
- Track health metrics on assigned accounts to identify churn risk and work actively to eliminate that risk
Salary benchmarks
Our take
One of the main priorities of governments around the world is to implement policies requiring companies to report their social impact. For example, the Social Value Act of 2012 requires the UK public sector to consider social value in procurement processes. Moreover, in order to prosper over time, private companies not only need to deliver financial performance but also to show their positive contribution to society, which is increasingly becoming a more important aspect for customers.
Social Value Portal provides public and private sector organizations with an online solution that allows them to measure, monitor, and benchmark their social value. The platform analyses the outcomes for various projects and their impact on different communities, providing clients with a comprehensive analysis of the social impact of their supply chains and procurement practices. The platform has already analysed the social impact of thousands of projects.
The company already raised a chunky seed round, which has been invested into expanding its customer base, hiring new talent across sales and marketing, and developing the technology behind its platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Apr 2023
$11.6m
SERIES B
Sep 2020
$4.1m
EARLY VC
Total funding: $15.7m
Company benefits
- Industry-leading initiatives in social value, including 6 paid volunteering days per year
- Access to a 24/7 EAP (for practical and emotional support including face-to-face counselling)
- 25 days of leave per year excluding UK bank holidays AND your birthday off work!
- Annual increases to holiday after 3 years’ service (potential to have 39 days off per year)
- Flexible working including hybrid office days from either London or Manchester, remote working and flexible lunch hours
- Private medical insurance with WPA
- Cycle to work scheme
- Electric vehicle scheme, allowing you to lease a brand-new EV through salary sacrifice
- Ethically invested pension scheme, matched to a max of 5%
- Enhanced parental leave
- 6 months fully paid Maternity, PLUS a 4 day week on full pay for 6 months on return
- 1 month fully paid Paternity
- Life assurance at 4 x salary
- A remarkable opportunity to join an ethically entrepreneurial business where you can make a real positive difference
- £400 annual learning budget to support your ongoing growth and development
Company HQ
Vauxhall, London, UK
Leadership
Guy Battle
(CEO)Previously Director at BattleMcCarthy for 16 years and Partner at Deloitte for 4 years. Founded SVP in 2015.
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