The role
Reporting to a Client Success Director, your core purpose will be to help build and maintaining strong, long-term client relationships to ensure successful adoption, value realisation, and ongoing satisfaction with Equator’s services. Your will be a key day-to-day client contact executing client success strategies, ensuring consistent communication and transparency, ensuring outstanding client experiences, and delivering value for Equator. Primarily by project managing internal teams to provide your clients with quality digital solutions, on time and on budget. Secondly, by supporting your Client Success Director with planning and proposals designed to help your clients achieve their objectives.
At Equator, we transform businesses through digital innovation, data-led insight, and strategy. From reimagining digital marketing and customer journeys to enabling operational excellence, we help clients navigate complex change with confidence. As a Client Success Manager, you’ll support client development strategies and work closely with delivery teams and senior stakeholders to help clients achieve measurable outcomes that matter to them and to Equator.
Main Responsibilities:
Planning, strategizing & selling
* Immersing yourself in your clients organisations and markets developing a deep understanding of each client’s business goals, drivers and success metrics
* Maintaining a strong understanding of our service offering to provide expert guidance to clients.
* Assisting your Client Success Director in the development of Client Development Plans, as required
* Providing your Client Success Director with accurate revenue and operating contribution forecasts for jobs under management
* Owning smaller ‘organic’ opportunities, briefing agency teams and lead the creation and pitching of the proposals
* Supporting your Client Success Director on largest scale client-facing proposals as required
Managing delivery
* Championing quality throughout the customer experience, ensuring high standards are consistently met.
* Producing clear activity and resource plans for non-PM supported client workflows.
* Briefing and project manage internal teams on non-PM supported workflows, ensuring successful outcomes for clients and Equator.
* Managing the tracking, performance and impact reporting of non-PM supported services.
* Developing a strong collaborative relationship with the internal production teams.
Measuring & reporting outcomes
* Co-ordinating the creation of monthly client performance reports, ensuring they provide insights & recommendations, and facilitating monthly client performance meetings
* Running monthly client retainer reconciliations and submitting them to your Client Success Director for approval before sharing with clients
* Reviewing and updating rolling monthly revenue and operating contribution forecasts for all client jobs under your management.
* Keeping client invoice monitor up to date to allow Finance to accurately invoice clients at end of each month
* Ensuring weekly ETCs are accurate and completed on time.
* Documenting all key interactions with clients, highlighting to the business any risks or concerns.
The Ideal Candidate:
* You are an excellent communicator, both written and verbal.
* You are client-focused and solutions-driven.
* You are naturally curious, proactive, and able to anticipate challenges before they arise.
* You are organised and confident managing multiple client priorities.
* You are collaborative and effective at bringing people together to solve problems.
* You have experience working with digital platforms, services or transformation projects.
* You understand business outcomes and are focused on delivering measurable value.
Salary
£35,000 - £45,000
What's in it for you?
Benefits
Generous Pension Scheme
We want a secure future for all our team. Join our Pension Scheme and 10% will be matched by us.
Lots of holidays
34 days holidays so we can all relax and enjoy our time off. Also, you get an extra day for every year you work (up to 5 extra days)
Free Gym Membership
Exclusive membership to the hi-tech Village Gym, or a contribution to a gym of your choice
Flexible working
We have been a champion of flexible working long before the pandemic
Free Private Healthcare
Every team member gets private healthcare, to make sure you get access to the best treatment.
Mental health aware
We are passionate about mental health, so everyone gets access to our 24/7 Employee Assistance Programme. You can also become one of our mental health first aiders.
42% off a New Bike
Take part in the Cycle-to-Work scheme and save up to 42% on a new bike.
Enhanced Maternity & Paternity Leave
We are a family-oriented company. Get enhanced maternity and paternity leave and a huge celebration when you bring in the baby!
Daily Coffee, Friday Drinks and Mountains of Fruit
Fresh fruit, bottomless caffeine, and celebratory drinks every Friday for a week well done!
The Best Social Scene
From summer BBQs on a private island on Loch Lomond to Christmas glamour there’s always something to look forward to.
£1000 Referral Bonus
You get a grand every time one of your friends join the team.
Long-term service rewards
The longer you stay, the more we celebrate you. At each major milestone you’ll get a surprise gift as a big thank you.
After you’ve sent in your CV…