Client Partner - Public Safety & Defence

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Our aim at Made Tech is to use human-centred technology to improve our society. We believe putting people at the heart of designing, building and delivering public services leads to better outcomes for everyone.

About the role

As a Client Partner, you will be responsible for growing a portfolio of strategic accounts within one of our Industry Sectors. Specifically this role will be within Public Safety & Defence, with a strong focus on Home Office. You’ll develop a strong understanding of the challenges faced by your clients and work with a multidisciplinary account/pursuit team to support your client to overcome them.

You will report to an Industry Director and lead on the creation and execution of a strategic account plan for each of your clients and work with the account teams and staff on the ground to ensure we’re making strong progress towards our strategic growth goals in your accounts.

You’ll develop a razor sharp understanding of your clients business problems, public sector challenges, department policies and Made Tech’s value proposition and be able to communicate this effectively to audiences of varying levels of digital and technology maturity.

You will be expected to identify specific sales opportunities within your accounts and to proactively take new ideas to your clients as well as network, gain referrals and outreach to key stakeholders in your target client portfolio. You’ll lead on the qualification, pursuit and capture of these opportunities and will personally hold a multi-million pound annual sales target, which depending upon client portfolio, will range from £5M to £20M.

You’ll be expected to identify senior stakeholders, build strong strategic relationships and become a trusted and valued partner. You’ll also be expected to work with marketing to help build awareness in your accounts and target accounts. You will be expected to continually build your network and our influence within the client's organisation. You will expect to develop your (see below) and be a trusted advisor to your clients.

Working in conjunction with Finance, you’ll manage account profitability and take the lead on the commercial negotiation of rate cards and contractual terms, to ensure they are inline with the wider business guidelines.

Key responsibilities

There are six core role competencies for this role:

1. Expert in your Client's Business

• Understand your client's strategy, goals, and challenges through continual research.
• Understand and learn how the public sector works
• Be an expert in GDS ways of working
• Regularly meet stakeholders, be a visible presence
• Understand the client organisation and who the decision makers are
• Attend governance meetings and showcases
• Understand our competitors, their profile with the client and their relationships
• Build relationships with commercial and portfolio holders to understand their pipeline

2. Expert in Made Tech Capabilities & Services

• Understand our USPs and how they differ to competitors
• Understand how we work and deliver
• Understand what good delivery looks like
• Understand Made Tech’s missions and values
• Understand Made Tech’s capabilities and how to apply them to clients
• Build relationships with capabilities and our delivery teams
• Have read Made Tech’s books
• Can talk about 5-8 relevant case studies as though you were on the project
• Stay current with relevant Made Tech projects, proposals and marketing
• Share supporting content with each other
• Have empathy with clients, be client first.
• Consult to the root cause of the problem.
• Be a problem solver.
• Strive to learn. Show and develop your level of understanding.
• Be a great listener, be transparent, be human, build personal relationships and trust
• Be available, responsive and act fast.
• Understand reasons, constraints, challenges and impact
• Establish facts and summarise (understanding, actions)
• Develop an Account Strategy that brings value to the client, our team and our business.
• Meet regularly to review and set goals.
• Set clear roles and responsibilities.
• Motivate the Account Team. Build and grow relationships. Listen and act on issues.
• Motivate and support the entire team to support growth that brings value both to clients and to Made Tech.
• Capture and share intel. Motivate and support delivery teams to report back opportunities.
• Be the CEO of the account:
  • Outward Facing
  • Understanding of the Market
  • Understanding of the Competition
  • Building and Motivating a Senior Team
  • Creating a clear strategic plan
  • Driving execution against the plan
• Ensure account management and client service is delivered to the highest of standards.

5. Outreach and Networking

• Use, and continually experiment with, a variety of channels (eg: client referrals, partners, MT SLT, hallways, events, authoring blogs, social media, email, LinkedIn)
• Build relationships with a variety of stakeholders
• Prioritise relationships with key decision makers and senior stakeholders right up to C-level.
• Consistently commit time to outreach to generate new stakeholder meetings.
• Be credible. Bring value. Be equal business partners.
• Bring clients together.
• Commercial, finance, P&L understanding and the key elements of what makes work more and less profitable for us
• Own revenue goals and have a clear plan to achieve them.
• Managing account teams to maximise margin and profitability over time
• Optimising rates and margin to increase our chances of winning and delivering profit goals
• Negotiate favourable contracts and working arrangements that reduce business risk and cost.
• Work with client commercial teams to ensure we have the right relationship, commercial governance and commercial team is clear on our value add
• Strong contractual and commercial client management
• Create proactive, win-win opportunities by leveraging the team around you.
• Understand industry data, contract expiries, track and attend pre-market engagement.
• Balance investment in short and longer term opportunities.
• Understand what is required to win an opportunity. Create a plan and execute on it (win strategy).
• Feedback intel to help Made Tech, helping the business improve and win upcoming opportunities.
• Understand what a good proposal looks like. As Sales Lead, help proposal teams deliver excellence.

Skills, knowledge and expertise

The following skills will be assessed during the application process

• A strong track record in developing growth in your strategic accounts, up-selling and cross-selling new services and building strong, long-lasting value-based relationships with stakeholders.
• Excellent knowledge of digital service concepts and our markets, with the ability to articulate the distinct aspects of products and services and position them against competitors.
• Expertise in consulting and building strategic account plans and managing account teams to drive exceptional growth and where necessary you will also be prepared to operate as a pioneer and build pursuit teams to further a new business
• A strong track record in winning multiple multi-million-pound contracts and delivering against quarterly and annual targets.
• An appreciation and knowledge of technology delivery, agile methodologies, etc.
• Broad technology experience and a sound awareness of technology and public sector trends and policies
• Ability to operate in a highly competitive and pressurised environment, making sensible decisions that do not compromise Made Tech and our clients.
• Ability to communicate, present and influence credibly and effectively at all levels of the customer organisation, including executive and C-level.
• Expert networking skills and the ability to build strong and appropriate relationships with senior stakeholders.
• Home Office experience and existing relevant networks would be beneficial, but not essential to the role.

At this point, we hope you're feeling excited about Made Tech and the job opportunity. Even if you don't feel that you meet every single requirement, we still encourage you to apply. Get in touch with our talent team if you’d like an informal chat about the role and your suitability before applying.

Support in applying

If you need this job description in another format, or other support in applying, please email talent@madetech.com.

We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We’re collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us.

When you apply, we’ll put you in touch with a member of our talent team who can help with any needs or adjustments we may need to make to help with your application. We’ve put together this blog as a resource to share more about reasonable adjustments and some examples of what this could include. We also welcome any feedback on how we can improve the experience for future candidates.

Like many organisations, we use Slack to foster a sense of community and connection. As well as special interest groups such as music, food and pets, we also have 10+ Slack channels dedicated to specific communities, allies, and identities as well as dedicated learning spaces called communities of practice (COPs). If you’d like to speak to someone from one of these groups about their experience as an employee, please do let a member of the Made Tech talent team know.

We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose.

Here are some of our most popular benefits listed below:

• Any UK Office Hub (Bristol / London / Manchester / Swansea)
• Join us in our mission to use technology to improve society for everyone.
• Our hiring process is designed to be thorough, transparent, and supportive, guiding candidates through each step. The exact process may vary slightly depending on the role but these are the typical steps candidates can expect.
• We’ll keep you updated throughout the process and provide helpful feedback at each stage. No matter the outcome, we make sure the feedback is useful and supportive, so you feel informed and can learn from the experience.
• Our talent team will review all applications, and while we may use AI to help speed up the process, a real human will always make the final decisions. Once reviewed, shortlisted applicants will be invited to a screening.
• This is a 25-30 minute call with someone in our talent team who is hiring for the role.
• Once screenings have taken place the hiring manager will review the shortlist and invites to interview will be sent.
• You may then be invited to an initial virtual interview which is usually with the hiring manager or a couple of members from the team. This is usually around 45 – 60 minutes and the format may vary depending on the role.
• If you progress, you’ll be invited to a final stage interview which is usually with two members of the team. The format varies depending on the role and this is usually an hour.
• Final conversation with one of our exec members.
• Register your interest to be notified of any roles that come along that meet your criteria.

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