multiverse - Enterprise Customer Value Partner
Requirements
• Ownership Mentality: You thrive when you are the single point of contact and accountability. • Strategic Execution: You can navigate a high-level boardroom discussion one hour and a detailed project implementation plan the next. • Consultative Approach: You don't just "manage" accounts; you advise clients on how to solve their workforce challenges through our solutions. • Collaborative Drive: You excel at being the "internal glue," rallying cross-functional teams toward a common client goal.
Responsibilities
• 1. Implementation & Successful Launch Fulfillment • End-to-End Onboarding: Serve as the central point of accountability during the implementation phase, project managing the transition from sales to "live" delivery. • Launch Excellence: Coordinate internal stakeholders (Admissions, Delivery, Product) to ensure learners are successfully enrolled and the program launches on schedule. • Technical & Operational Set-up: Mitigate early-stage risks by ensuring customers are set up with the right infrastructure and expectations for long-term success. • 2. Delivering & Evidencing Value • ROI Translation: Translate program data into executive-level outcomes that matter to senior stakeholders (e.g., productivity gains, AI/data maturity, or social mobility targets). • Quality Oversight: Ensure apprentices and learners have a high-quality experience, intervening proactively if delivery health metrics indicate a risk to value realization. • Impact Reporting: Regularly lead "Value Reviews" that move beyond vanity metrics to demonstrate real business impact. • 3. Strategic Growth & Revenue Protection • Retention & Renewals: Proactively identify and mitigate risks to protect existing revenue streams. • Commercial Expansion: Deeply understand client priorities to identify new opportunities for upskilling and workforce transformation, aligned with their long-term goals. • Strategic Roadmapping: Move customers toward long-term investment by aligning Multiverse’s offerings with the client’s broader transformation agenda. • 4. Relationship Management & Advocacy • Trusted Partnership: Build deep relationships with key decision-makers, acting as a consultant on workforce challenges. • Voice of the Customer (VoC): Act as the internal advocate for the client, feeding insights back to Product and Delivery teams to drive innovation. • The "Internal Glue": Coordinate across complex cross-functional teams to resolve issues and ensure a seamless end-to-end customer experience.
Benefits
• Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year • Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support • Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month
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