Head of Client Success

Do you want the chance to solve some of the biggest problems affecting society? Do you have a passion for tech for good? We have an exciting opportunity for an experienced client relationship professional to join our commercial team and help us do more great work with our charity and tech for good partners.
**In short**
Do you want the chance to solve some of the biggest problems affecting society? Do you have a passion for tech for good? We have an exciting opportunity for an experienced client relationship professional to join our commercial team and help us do more great work with our charity and tech for good partners.
It will be your responsibility to lead our client relationship function and ensure all our existing clients are getting an exceptional experience with us. You’ll own our key client relationships and identify opportunities for them to increase their impact through digital.
**Salary: up to £50,000**
Reporting to: Sales Director
Direct Reports: Client Success Executive
Remote or hybrid role - work from home or from our Manchester office.
**Responsibilities**
Your key aim is to support our clients, nurturing relationships, ensuring their needs are met and leading them to additional digital opportunities.
- **Client success**: Responsible for our approach to client relationships across the agency in terms of their success, satisfaction and impact. You’ll manage a strong client pipeline throughout the year in line with organisational targets and ensure a smooth transition of projects to our Delivery Team.
- **Relationship management**: You will own key relationships with our largest ongoing clients, acting as their point of contact and go-to for digital. You’ll bring the best of Reason Digital to each client and go above and beyond to make them feel valued.
- **Opportunity generation**: You will generate opportunities for Reason Digital to support our not-for-profit clients by identifying their needs, and where Reason can meet them with bespoke or productised offerings.
- **Opportunity development**: You will draw up proposals, as well as planning and presenting to our clients; and work with our wider delivery team to provide quotes and approaches for technically and strategically complex work.
- **Line management**:Line management of our Client Success Executive, helping develop deeper relationships with support clients. Ultimately resulting in higher satisfaction and increased opportunities across all our clients.

**Your skills and experience**
- A proven track record within Account Management - generating and developing relationships, working collaboratively with Team Leads to write proposals, cost, pitch for, and contract work
- Demonstrable desire and ability to empathise with clients, think pragmatically about their problems and shape and propose the best solution for them, their stakeholders and their cause, within their constraints.
- A digital agency background - confident balancing competing priorities, working under pressure and delivering to deadlines
- Ability to generate opportunities based on the agencies strategic priorities balanced with revenue target; able to spot opportunities for repeatable service offerings
- Experience in briefing multiple teams on complex client projects bringing teams together, to collaborate and manage the sales process (including the development of required sales and marketing collateral)
- Strong communication skills, both written and verbal, including strong influencing and negotiation skills. Valuing honest and open communication, never avoiding challenging conversations.
- The ability to continuously improve personal and team performance, and refine processes based on partner feedback
- Experience in consistently setting, forecasting against, and achieving targets

In an ideal world, you’d have
- Experience of charities, social innovation or CSR markets
- People management skills
- A high-level understanding of common technologies we use and work with (e.g. CMSs, CRMs, Chatbots, Donations Platforms etc.)

**Values**
We’re looking for someone who meets our values:

- **Gives out Good Energy - **Someone who brings the best out of any team they are in (including the client).
- **Takes Pride in their Craft -** Someone who produces work to the best of their ability, and actively seeks to improve the work they do.
- **Sees the bigger picture - **Someone who understands who Reason Digital are and how we can make biggest human impact possible.
- **Unafraid to challenge -** Someone who pushes boundaries and participates in difficult conversations.
- **Down to earth - **Someone who is honest, authentic & dependable.

**What success looks like for this role**
- Growth of our existing partnerships - increasing the amount of work from existing clients and the proportion of revenue from retainers in line with our targets
- Building and strengthening our client relationships and increasing client satisfaction.
- Ensuring excellent services are delive