Client Success Executive

£25k base + performance related bonus + benefits

Reporting to Head of Client Success

Company

Diversity is a reality. Inclusion is a choice.™   

Included is a consultancy that brings together smart people who care about diversity and inclusion in order to establish more inclusive organisations. 

Included builds inclusive cultures through developing leadership and re-engineering systems and processes. We positively disrupt the Boardroom in corporations, academia, media and government. We achieve measurable change - greater representation (diversity) and more conscious decision-making (inclusion) to benefit individuals, organisations and the world at large. Our work covers five areas:  

• 1. Strategy: we work directly with CEOs and HRDs to make D&I part of corporate strategy  

• 2. Data: we design, model and measure inclusion to permit more accurate interventions  

• 3. Governance: we observe and improve corporate decision making from Board to shop floor 

• 4. Leadership: we deliver keynotes, coaching and our full Inclusive Leadership programme to reframe inclusion as a personal leadership responsibility 

• 5. Systems: we de-bias critical business processes such as recruitment and procurement 

Included has world-class capabilities in designing and implementing programmes in the public, private and third sectors. Founded as a legacy of the London 2012 Olympics and Paralympics, we are passionate about benefitting the clients we work with. They range from world-renowned tech and finance companies to universities, charities and TV companies. Whilst a significant proportion of our clientele are based in London and the UK, we work internationally. Included creates real impact - we are a scale-up with big ambition and want to achieve even more. See more about us and our work at www.included.com.

Role 

Our Client Success Team is central to the fruition of our client relationships and programme deliveries - ensuring an exceptional client experience from initial point of sale onwards, enabling their diversity and inclusion journey, changing mindsets and behaviours, driving organisational change, and ultimately positively impacting the wider world.

Reporting to the Head of Client Success, you will support project deliveries across our client portfolio, helping ensure they are delivered to an exceptional standard. This role requires you to manage administrative tasks (such as diary management, appointment booking, communicating with client participants about their deliveries, updating account records), proactively reaching out to client stakeholders, and working in collaboration with the project team and consultants.

Responsibilities

• Project Coordination: Support an ongoing cycle of programme deliveries, helping ensure exceptional client experience and upholding high delivery standards

• Administration & Logistics: take responsibility for and oversee logistics throughout a project, including diary management and stakeholder communications

• CRM: Keep our CRM platform, Scoro, up to date with all relevant project activity

• Collaboration: work with account managers, project sponsors, and delivery teams on project delivery. Maintain excellent and mutually beneficial relationships with client stakeholders

• Growth: Support in developing client relationships and identifying opportunities for cross and upselling

• Pitches: Contribute to tenders, proposals and pitches from a project coordination/logistical perspective

• Expertise: Be plugged in and represent Included at industry events and forums. Develop a deep understanding of the competitive landscape and D&I trends

Candidate 

• Project coordination experience across a project lifecycle along with evidence of having used a project management system and/or CRM, technical project management qualification such as PRINCE desirable but not essential

• Excellent time management and organisational skills with ability to support a number of clients and projects simultaneously

• Outstanding client communication including supporting meetings, presentation skills, and contributing to proposals, tenders, and pitches

• Evidence of client management skills to support deepening existing client relationships and building new ones

• An empathetic team player who elevates colleagues and clients through their approach with the ability to work collaboratively and cross-functionally with all levels of management, both internally and externally 

• Impact/results focused, with a passion for inclusion and meritocracy and an appreciation of the value D&I can bring to organisations and the wider world

• Honest and direct - a willingness to listen, learn and adapt to the Included brand where we speak truth unto power

Why you should apply 

• We genuinely live our values - Courage to be disruptive (Speak truth unto power), Restless and tenacious (Achieve the highest standards) and Dare to be different (Be yourself, flex your role, have fun)  

• We provide a flexible work environment to allow all employees to perform at their best – Included is a virtual team and all benefit by working from home.  This offers flexibility, minimal travel costs and a chance to work your contracted hours around your lifestyle 

• Collaborative Included support and accelerated professional development. We are in touch daily, meet regularly via MS Teams, and hold regular team meetings and socials, both virtually and in person

• We offer the opportunity to work with world-class clients at a senior level and impact Executive decision-making 

We believe in inclusion and actively work towards being an equal opportunities employer 

Given our purpose and the nature of our work, we are as naturally passionate about creating a diverse and inclusive environment for our own people as we are for our clients. This means creating a space in which every member of our team is psychologically safe to challenge productively and positively, and to bring their unique lived experience, expertise and talent to work each day.  

We actively recruit from as wide a pool as possible, particularly welcoming applicants from marginalised communities. We think and care deeply about social background, race and ethnicity, sexual orientation, disability, gender, and other forms of diversity. 

How to apply 

We are committed to fair, de-biased recruitment and selection therefore applications will only be received via the Applied platform.