JOB DESCRIPTION

Job title Client Services Manager
Reports to (job title) Service Manager of Client Services
Location Hybrid: home and Westminster, London office
Tenure Permanent, 5 days per week
Salary Starting £38,000+ DOE
Closing date Rolling recruitment, will close when filled

3. MAIN ACCOUNTABILITIES

• Contribute to the customer retention, satisfaction and revenue growth strategy
• Serve as the main point of contact for your assigned accounts
• Get to know your accounts to understand their opportunities and challenges
• Identify how we can support the customer’s opportunities and challenges
• Monitor the satisfaction of your accounts and report progress internally
• Be the company contact for your customer accounts
• Own the client management process from liaising with the sales team, holding kick
  off meetings, setting objectives with clients, project management and support,

extraction of outcomes and key success indicators and client retention.

• Monitor the on-time and high-quality delivery of our analysis, research and software

services to your assigned clients

• Ensure our LIFT clients are able to turn insight into action
• Ensure consistent and high quality reporting providing evidence of both human and

monetary impact of our client’s work

SKILLS AND EXPERIENCE

Essential

• Excellent communication and interpersonal skills
• Strong relationship-building skills to build trust and rapport with customers
• Desire to work in a business with a social purpose
• Knowledge and/or interest in the welfare system
• Knowledge and/or experience of local government or social housing
• Evidence of an ability to build client relationships, understand their needs and

identify opportunities

• Ability to write compelling, professional project reports
• A self-starter with the ability to stay motivated and work independently
• Ability to work effectively as part of a team
• Passionate about the power of technology to help tackle poverty, with knowledge

of or keen interest in the welfare system, and other related policy areas

• Well organised with excellent attention to detail, and the ability to work under

pressure, manage competing priorities and meet tight deadlines

• A people person, able to work effectively in both a commercial and public sector

environment, build relationships and help people to perform at their best

Desirable

• Experience of selling in software/analytics especially in the public sector
• Experience providing advice to and influencing a senior audience
• Proven track record in business to business consultancy sales
• Experience with a sales pipeline methodology

JOB DESCRIPTION

About Policy in Practice
Policy in Practice believes data and technology have the ability to empower
people and change lives. Our goal is to be the single point of access for all
people on means tested benefits, and enable effective public services through
citizen centred services.
We aim to reach as many households as possible across the UK. We will do this
via growth of existing products in public and private sector organisations, and
through expansion into new markets.
Policy in Practice is at a pivotal point as we continue to move from start up to
scale up. We have invested in our capability, and development has moved
from ideas to prototypes and in some cases to production.
Policy in Practice’s vision and mission

1. PURPOSE OF THE JOB

We’re looking for a highly capable, motivated and public-service orientated Client
Services Manager, with experience working in the public sector or with a proven track
record in a similar or related sector. We need someone who has the passion and
drive to make a significant contribution to our continued growth and to the lives of
people on the lowest incomes.
You will report directly to the Service Manager of Client Services as a core member of
our growing Growth team. You’ll own the client management role from start to finish,
ensuring that we deliver excellent services to our clients. You will operate at various
levels within our client base and you must therefore have the ability to influence at
the highest level and build senior relationships quickly. You will work alongside our
vibrant team of social policy experts, software technicians and data analysts to
provide outstanding service and product delivery, leaving clients delighted.
Your main focus will be to promote our consultancy and software products to contribute
to the sales and renewal targets. You will build relationships with decision makers,
deliver and oversee the successful use of our LIFT platform, ensuring our clients are
able to turn insight into impact. You’ll be recognised as a trusted advisor by our
clients and your work will deepen our relationships with clients and secure repeat
business with identifiable opportunities in local and central government.

4. OTHER DUTIES

• Support the senior team in the development and execution of business strategy
• Manage and build new and existing senior client relationships, ensuring our analytics
  and software clients are delighted with the service they receive, helping us to grow

across services within the clients we support

• Promote our strategic development priorities, and support our key strategic

relationships

• Ensure a strong professional and commercial focus internally and externally, delivery,

deadlines for the projects you oversee should be realistic and met

• Contribute to our thought leadership through policy work, blog writing, presenting

webinars and attending industry events, including speaking engagements

PURPOSEFUL AND PASSIONATE

• We push for opportunities to improve, not just for our clients or for ourselves,

but also for the people who need our help.

• We take responsibility. Details Matter. We have a genuine passion to help

people, with a willingness to take action.