Client Manager

About Decoded

We are Decoded, the pioneers of transformative technology education. We democratise cutting edge skills. We help transform traditional businesses into tech companies. We give our learners the skills and confidence to embrace the future of work. We democratise cutting-edge data skills, and help transform traditional businesses into tech companies. We give our learners the skills and confidence to embrace the future of work.

Overview

As a Client Manager, you will sit within the Client Management Team and support Client Directors in being the first port of call for all things client management-related, both internally and externally and have responsibility for end-to-end programme management of selected programmes, working autonomously and as part of a team.

The Client Management Team is focussed on results and constantly strives to demonstrate the impact of a Decoded programme to our customers. Their closeness to our clients allows them to identify opportunities where we can align the Decoded offering to needs, and feed insights and information back into the business in real time.

Client Managers will be expected to build strong and productive relationships with colleagues, clients and partners alike, and support in the delivery of a best-in-class experience for Decoded clients.

They are responsible for liaising and collaborating cross-functionally to flawlessly deliver programmes. They gather, analyse and react to feedback, and channel this feedback back into the business as part of an ongoing improvement process. They support in identifying resource requirements and understand who to bring in when.

We have a growing US client base and this Client Manager role is for someone who is able to work ET hours (1pm-9pm UK) at least 3 days a week.

Specific Role & Responsibilities

As a Client Manager at Decoded, you’re ultimately responsible for:

— Being a trusted guide for clients:

Supporting the client and their team through the delivery process. This means having a clear understanding of the programme objectives, garnering regular feedback, providing actions to ensure complete client satisfaction and providing the information necessary to demonstrate the impact of Decoded programmes.

— Setting projects and programmes up for success:

Supporting Decoded teams through the delivery process and holding them to account. Managing the delivery of Decoded programmes to ensure they’re being flawlessly operationalised, raising and helping to find solutions to potential barriers or issues affecting delivery and ensuring that Decoded is on track to meet the client's expectations.

— Creating opportunities for growth within client base:

Creating the conditions for growth within accounts by delivering successful programmes, managing resources effectively, spotting new and recurring opportunities and sharing this information with Client Directors and the Decoded sales team.

Team & Reporting Structure

This role will report into a Client Director.

Requirements

Who are you?

You have:

— Experience in client management and knowledge of how to drive projects and deliverables forward

— A clear understanding of how to develop relationships - both internally and externally with clients

— A natural inclination to plan for what might happen next - more than just a ‘safe pair of hands’

— A keen eye for detail and drive to hold yourself and your work to a high standard, going above and beyond to deliver excellence in all you do.

Skills & Behaviours

Your enthusiasm and knowledge will help us become the number one digital technology education

company in the world. We also look for:

• The drive to perform and ability to execute

• The desire to collaborate and coordinate cross-functionally with other Decoded teams

• Passion for building strong relationships with others

• The ability to confidently communicate across a variety of mediums

• Proactive, creative and innovative thinking

• Strategic thinking and excitement about the thought of working closely with a client partner

• Genuine interest in the world of digital and data, and how the latest trends apply to our clients’ business and industries

Day-To-Day

Our working hours are from 9am-5pm Monday- Friday. You plan your working day around the best

outcomes for success, identifying and prioritising projects against business needs. We have recently

moved into a fully remote working model. In person team days such as workshops, training days and

social events are organised for teams to spend time together on an occasional basis.

Apart from the above, working at Decoded means you’ll get:

— 33 days leave per year (inclusive of bank holidays) and extra tenured holiday enabling team members to gain an additional day for every year you are with us (after the first 2 years) up to a maximum of 8.

— We also close the office for 2 full weeks at Christmas at Decoded's discretion which does not come out of your holiday allowance.

— Company pension contributions

— Private health care including dental, GP and hospital cover and a gym discount to help you prioritise your wellbeing after a successful probation period*

— Travel insurance

— Social events including themed Christmas, summer days and quarterly in-person/virtual company get-togethers

— Continuous learning and development, coaching and development to allow you to reach your potential. You will be challenged with lots of responsibility and exciting projects in an environment that encourages learning, creativity, personal growth and collaboration

Salary: £40,000-£45,000 per annum

*Benefits may differ slightly depending on your location of residence.

Decoded is committed to safeguarding and promoting the welfare of young people, and vulnerable adults and expects all staff to share this commitment. All roles involving interaction with learners, or access to sensitive learner data, are subject to mandatory background clearances. Successful candidates will be required to undergo a DBS check; where the role meets the criteria for regulated activity, an Enhanced DBS check (including a barred list check) will be required prior to commencement of employment.

We also require 2 professional references that come from either of the following:
- Your HR department
- Current or previous manager
- Someone senior to you in the business