Client Delivery Manager

Why do we have this role?

We provide software products and services that are already improving the operational delivery of rail services. Our vision is to create a truly connected rail network, using deep technology expertise and industry experience to deliver solutions that meet transport challenges across the UK and beyond.  Harnessing our great ideas and turning them into products used and loved by our customers, we build control systems and digital platforms that deliver operational management and outcome support to improve customer journeys across the rail network.

Our customers are complex arrangements of government owned and private companies, and subject to multiple political and external pressures.  Understanding what keeps our customers awake at night, developing advocacy, and helping them understand our offerings and approach is key.

As a Client Delivery Manager, you will delight clients with the services we provide whilst building increasingly valuable long-term partnerships.  Therefore, we are looking for individuals with proven success in providing technology-driven solutions into large organisations through delivery, sales, and account roles.  You will be able to understand the complex business challenges faced by our customers and inspire them to see how our innovative world-class technologies will transform their business.

What are the key objectives?

The Client Delivery Manager role (within our Account team) supports our client engagement through increasingly complex and critical deliveries.  You will primarily operate during the delivery of major projects and will own both the client relationship and contract/commercial elements of the project.  This includes but is not limited to the following objectives:

• Create and develop relationships with key client stakeholders, building credibility and trust in both yourself and Resonate
• Own the client relationship through deployment of existing, or development of new services into the account, includes stakeholder management, governance, reporting, client dependencies, etc.
• Own the contract and commercials for delivery of new services, developing a deep understanding of our contractual and strategic priorities
• Hold internal teams to account throughout delivery of new services, ensuring decisions are made in support of client, contract, and our strategic priorities
• Understand the value that we and our technology solutions have to offer the client
• Understand and articulate our customers’ challenges, identifying opportunities to transform their business
• Understand customers’ business models to identify where commercial value lies
• Identify opportunities to expand and build on existing services as well as generate new business during engagement with the client

Personal Attributes

• Exceptional relationship builder - able to gain trust and recognise where value lies
• Commercially focused, able to identify, and develop opportunities which benefit both parties
• Ability to understand complex operational challenges and organisational setups to identify system and commercial opportunities
• Ability to recognise what you don’t know, calling on technical experts to support where necessary
• Innovative, creative, and passionate about what you do
• Strong communicator - able to collaborate with internal and external stakeholders from Executive Board level to technical delivery teams and external operators
• Able to “read the room”, drawing out key drivers for internal and external stakeholders
• Highly organised, resilient, and able to manage individual workload

 
Experience

Essential

• Experience in customer facing delivery, account and/or sales roles
• Involvement introducing new technologies to transform new and existing accounts
• Experience representing organisations offering operationally focused technology solutions
• Experience interacting with both operationally focused, and technically oriented individuals
• Development of complex commercial bids

 Desirable

• Experience selling into Governmental (or equivalently complex) organisations
• Exposure to transport management systems and technology

So that you can thrive both in and out of work we offer the following benefits on top of a competitive salary that rewards you for the value you bring:  

• Hybrid working
• 27 days annual leave in addition to public holidays
• 3 “privilege days” scheduled between Christmas/New Year  
• Pension plan with matched contributions from 5%-8%
• Private Healthcare that covers you and your immediate dependents 
• Group Income Protection cover  
• Life Assurance
• Enhanced maternity, paternity, and adoption policies
• Monthly divisional days that bring the whole team together

Location

We have adopted a flexible, hybrid approach to work location – although due to the client facing aspect of this role, consideration of the location of our target accounts may be a factor in the recruitment process.
Applicants should note this role has an expectation of significant time spent ‘on-site’ as required with our customers – this will vary as required however successful candidates should expect to be required to spend significant on-site at client locations.

For more information about Resonate, visit our careers page: Resonate - Current Openings (workable.com)