Customer Success Contract Support Manager

Who are we?

Social Value Portal is a fast-growing tech business with heart. We have an online solution that allows our members to measure, manage and maximise social value.

The Portal allows organisations to report both non-financial and financial data, and rewards organisations for doing “more good” in the community. We measure environmental, social and economic activities and help to identify and measure the additional social value delivered through a project in terms that are meaningful to customers.

What we are looking for

We are looking for self-starter individuals to join our busy Customer Success team of Social Value Advisors who manage a growing portfolio of public and private sector clients across the UK that use our online platform to measure, manage and report on social value.

You will have strong relationship management, digital, analytical and project management skills, and recognise the importance of public services and social value. You will be working closely with the Strategic Account Managers to ensure our clients receive best in class customer service.

You will be able to work as part of a dynamic team as well as be comfortable working independently in a fast-paced environment to ensure the smooth delivery of multiple client projects at any given time. This is a hands-on role that requires a proactive individual who is willing to learn, use their initiative and has experience effectively managing direct day-to-day client relationships.

What we need

As a Customer Success Contract Support Manager, some of the key tasks could be, but not limited to:

Focus on the administration of the Contract Management Support and Supplier Engagement processes, this will include:

• Manage the contract management support pipeline across the Customer Success team, understanding different client requirements and fee structures.
• Ensure Salesforce is kept up to date with contact and contract details for clients and suppliers.

• Manage the SLAs associated with Contract Management phase
• Draft and issue supplier engagement letters, Terms and Conditions and Social Value Target confirmations.
• Escalate/manage any issues with supplier engagement to the relevant Client or SVA.
• Coordinate the Client and Supplier offboarding/exit process and ensure all system access is disabled and final reporting issued to Client (based on criteria agreed at scoping).

• Work closely with Accounts Payable, Social Value Advisor & SAM to remedy any payment issues with Supplier accounts.

CRM administration:

• Assist with the management of the correct usage of the company CRM system, providing support with training where needed.
• Add new contacts, projects, and opportunities on Salesforce.

• Use Salesforce in managing opportunities from initial stages through to finalising details for invoicing.
• Manage accurate and timely communication, written and verbal to help the process of on boarding and invoicing external customers

Requirements

• Experience working in Public Sector desirable
• Experience working in a Sales Support/Management role managing key Contract deliverables
• Project Management experience - Management of multiple key deliverables and working to deadlines
• Experience in working within fast paced, growing business that requires process efficiencies
• Client management experience
• Interest in the principles of Social Value
• Excellent written and verbal communication skills, not afraid to pick up the phone and speak to Clients
• Organised and structured approach to working with excellent attention to detail.
• Comfortable working with data and web applications, including full MS Office suite, especially Excel.
• Experience with using Salesforce or alike CRM solutions.

Benefits

Competitive salary £35,000-£40,000

• 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)
• 34 days of leave per year including UK bank holidays AND your birthday off work!
• Company shut-down over Christmas to provide a long and well-deserved break
• 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
• £400 annual learning budget to support your continuous growth and development.
• 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.

Equality, Diversity & Inclusion
We are working hard to create a representative and inclusive team, because we know that different experiences, perspectives and backgrounds make for a stronger and better workplace. To us, EDI is about more than words:

• 10% of our business are trained Mental Health First Responders.
• Our Inclusion Committee meets regularly to lead on inclusion initiatives.
• 50% of our decision-makers are female.

Social Value Portal is an equal opportunities employer. We actively encourage people from disadvantaged backgrounds to apply, including but not limited to those living with disabilities and those with prior convictions.

We leave no room to discriminate based on race, colour, religion or belief, gender, national origin, age, sexual orientation, marital status, disability or any other protected class.

Everyone is welcome and in this together. Let’s do this!