Client Success Manager

EmpowerRD is a specialist R&D tax consultancy focussing on delivering high-value engagements to unlock critical funding that rewards innovation globally. We are a tech-backed professional service organisation that combines industry-leading expert knowledge and advanced technology to take the complexity out of claiming for R&D tax relief. In doing so, we have supported SMEs and large organisations within the UK to unlock some of the £5Bn of funds available annually for companies that invest in research and development.

Role Description
You will be part of a growing team of Client Success Managers operating across all innovation industries within the UK. As a Client Success Manager you are responsible for building strategic relationships and delivering professional services to ensure our portfolio of clients realise the most value from EmpowerRD's expertise.

Client Success Managers must primarily be driven by our clients' success, whilst being proactive, delivery driven problem solvers who have the ability to create and maintain c-level relationships across varying organisational sizes.

In this role, you will be the primary point of contact for our valued clients, guiding them through the R&D tax relief claim process and ensuring they unlock the maximum benefit from our services. You will build strong relationships with clients, understand their needs, and proactively address any challenges they may face.

To be successful in your role you will:

• Own and proactively managing the end-to-end process of a segment of EmpowerRD’s clients
  
• Generate pipeline through client retention, nurturing senior and c-level relationships
  
• Develop and lead a territory plan and a tailored account plan for each client that aligns with their business goals, priorities and timeframes
• Develop mutually agreed and aligned success plans and drive the execution of these plans to realise service completions in alignment with client success goals
• Provide technical R&D tax, service and product support to our clients, ensuring all stakeholders are aligned with the regulations of the R&D tax relief scheme
• Become a proactive collaborator with the Engineering, Sales and Marketing teams to continuously improve client experience
  
• Be a recognised role model for collaboration, understanding and overall business results
  

Basic Requirements

• Have a professional services background or blended client success and delivery background in the R&D tax industry
• Have experience collaborating with clients to develop a project delivery process, assessing client requirements to ensure the maximum value is realised
• Developing and executing revenue retention strategies and have effective sales and negotiation skills
• Strong judgement in methods and decisions taken to obtain results aligned with company goals
• Recognising the importance of timing to complete service delivery in line with expectations
• Ability to prioritise, balance and respond to client and internal activities

Preferred Requirements

• Multiple years in the R&D tax industry with a strong knowledge of regulatory requirements
• Experience in client success, revenue retention, or delivering professional services in a similar context to EmpowerRD's services
• The ability to develop and maintain executive and C-level relationships where you are recognised as a trusted specialist in R&D tax
• Committed team player with strong interpersonal skills who share and support colleagues
• Ability to thrive in fast-paced client success environments

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Last updated on Jan 29, 2025