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Customer Success Manager

We are GovMetric, home of the UK’s leading citizen insight solutions for the public sector. We believe that everyone deserves decent public services, and we are on a mission to put the citizen experience at the heart of public sector service design and delivery.  

 

With a reputation for delivering an outstanding service to our customers, we have achieved 50% growth in the past two years.  Join us as we scale-up for the most exciting chapter of our story so far.  

 

We want invested and resourceful people who want to take ownership of complex problems and seek creative solutions that deliver the best possible outcomes for our customers. 

 

We want collaborators with a positive attitude and a readiness to contribute, who are willing to invest time in helping each other succeed.    

  

We want someone to join our team of genuine and grounded people, who act with integrity and make balanced decisions based on evidence, experience, and intuition.  

What you'll do
 

  • Build strong relationships with UK customers to understand their needs and, helping them to solve problems, design solutions and achieve their desired outcomes

  • Help develop and monitor the GovMetric customer value metrics and help to protect our customer asset metrics

  • Support UK customers in the adoption of the GovMetric product suite

  • Provide training to UK customers for GovMetric CX and GovMetric CT.

  • Maintain the GovMetric knowledgebase, updating and creating new FAQ’s

  • Review customer data and configurations to identify opportunities for improvement and addresses customer issues

  • Help develop and review the GovMetric methodology including survey design, incorporating best practice and sector experience to make ongoing improvements.

  • Lead the GovMetric Community Insights programme promoting the value of data sharing and benchmarking GovMetric data and other public sector data sets

  • Act as a customer advocate, relaying feedback, customer pains and insights back to internal teams.

What you'll work with

  • GovMetric CX

  • GovMetric CT (CaseTracker)

  • Microsoft 365

  • HubSpot

What you'll bring
 

Desired qualifications:

  • Experience of working in front line public services, Local Government experience preferred

  • Proven experience within customer success, customer services, CX/CXM or similar role directly delivering services to customers.

  • Excellent communication and leadership skills.

  • Strong analytical skills with experience of interpreting data to inform continual improvement programmes.

  • Ability to analyse and prioritize customer and business needs.

  • Strong analytical and problem-solving skills.

Nice to have:

  • Knowledge of the GovMetric product suite

  • Knowledge of CX and design principles.

Why you’ll love working with us 

 

We are a down-to earth, resourceful band of people united by our shared purpose—decent public services for our families, our friends, our communities, and for society.  

For our public sector customers, this means helping them to harness citizen insight and use it to make good decisions that lead to better public services for everyone.  

For our employees, it means doing our very best for each other, our customers, and our communities. It means working hard, having fun, giving back, and continuously learning and growing.  

If you have values that match our own, we can offer:  

  • A genuine scale-up culture—the ambition and energy of a start-up combined with a proven proposition and a track record of accomplishment of achieving whatever we put our minds to

  • Competitive salary and incentive scheme  

  • Personalised training and development plan  

  • Generous holiday allowance (including an extra day for your birthday!)  

  • Pension  

  • Warm, supportive, and collaborative company culture  

  • Health insurance (after 6 months)

  • Company Share Option scheme (after 6 months)
      

We offer flexible working arrangements for everyone, in line with business needs. This role is primarily remote, although you must be able to attend our Oakham HQ as required (typically two days per quarter).

To apply for this position please send your CV to: 

Careers@govmetric.com with the subject Customer Success Manager.  

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