Client Partner

Location: Hybrid working from our office near Old Street, or at home

Role Type: Permanent, Full Time

Salary Bracket: £35,000 - £45,000

Reporting to: Chief of Experience

Applications close Friday 24th November 2023

Everyone deserves a job they love. At Makers, we retrain people as software developers and kickstart their careers by placing them in tech teams across the UK.

You deserve a job you love, and we’ve got one for you.

At Makers, we are proud of the loyalty we inspire in our Makers and among Hiring Partners who hire those Makers. The Client Partner, acting as client advocate, is the conduit between our hiring partners and internal teams, initiating a smooth handover from sales and championing the best possible experience for our hiring partners.

Our mission is to ensure hiring partners see success partnering with Makers and continue to work with us on an ongoing basis.

What you’ll be doing

    • Manage a portfolio of key accounts, ensuring delivery of agreed statements of work, regular communication and account planning
    • Resource from the developer pool the very best fit for hiring partner environment and culture
    • Develop deep relationships with key stakeholders, decision makers and influencers at hiring partner key accounts
    • Develop key relationships, cadence and outstanding working relationships with identified account directors
    • Schedule and lead business reviews, monthly calls, health checks and support hires according to agreed contracts
    • Manage and build relationships with internal and external key account stakeholders
    • Analyse and interpret data to understand the health of an account and provide strategic recommendations in line insight
    • Create and manage in-depth account profiles that show understanding of the complexity of the account
    • Work cross-functionally with key internal stakeholders to meet hiring partner SLAs and support the key account appropriately
    • Share hiring partner feedback with internal teams in a clear and actionable way, to drive improvement and innovation within Makers
    • Directly working with training teams to deliver on education and Makers success in hiring partner environments
    • Train, consult, monitor, support internal and external stakeholders in managing key accounts in order to optimise their performance
    • Gather internal insight and use existing knowledge to take a consultative approach to client relationships
    • Retain key accounts, driving annual repeat business
    • Aim to minimise account churn rate to no higher than 5-10%
    • Drive hiring partner engagement with NPS, spotlights, sharing results internally
    • Collaborate with internal teams to action Quality feedback (NPS, Spotlights, insights) results feedback and drive improvements across the business
    • Develop knowledge and insight to become the internal ‘expert’ in your key account category, one of the following:
      • Financial and Consulting
      • Government
      • Energy & Industry
      • Technology & Media
    • Attend all hiring partner events

    What success looks like

    • Retention / Account Growth
    • Hiring Partner NPS/ Spotlight feedback consistently good
    • Growth of Makers placed with existing Hiring Partners within the same and new departments
    • Customer journey consistency and effectiveness
    • Valued team member - from team

    The successful candidate will be:

    • Customer oriented
    • Process focused
    • Clear communicator
    • Empathetic
    • Strategic about what hiring partners needs will be a year from now as well as delivering impeccable service
    • Balanced decision making
      Listening and delivering against hiring partner needs
    • Personal accountability
      Problem solving skills
    • Understand wider business context and the impact on hiring partners

    Why Join Makers

    Makers is a coding bootcamp and apprenticeship provider. We’re on a mission to be the brand of choice for aspiring devs and employers with a vision of creating career joy in a representative tech industry.

    Our purpose is to transform lives and organisations by bridging tech industry needs and under-discovered talent.

    At Makers, we believe everyone deserves a job they love. We’re proud of our culture which is built on trust over fear with a core mission to transform lives. We value growing as people by learning transparency, vulnerability, the growth mindset, emotional intelligence, perhaps some hard truths about yourself, and how to give and receive feedback honestly and productively. We care about being surrounded by a diverse group of bright, motivated people, who all really care about doing the very best they can for our students, for our hiring partners, and for each other

    Our Benefits & Perks

    • We have a minimum holiday policy, rather than a maximum. We encourage our team to take at least 30 days a year (excluding UK Bank Holidays), including a Winter and Spring break when we shut down between late December and January, and mid year for a week. The whole company takes a break, so you’ll have peace of mind in knowing that nobody is working, not just you;
    • We embrace holistic health at Makers, where mental health matters and is just as important as physical health, which is why we offer unlimited fully paid wellness leave from day 1;
    • Private Medical Insurance (after you’ve been with us at least 3 months);
    • £500 Learning & Development allowance per annum and paid time off dedicated to your training & learning;
    • Join weekly yoga and daily meditation sessions run for the staff and students;
    • 20% discount on classes & treatments at Triyoga studies across London;
    • Company pension contributions;
    • Enhanced parental pay & leave - up to 20 weeks fully paid maternity leave, up to 8 weeks fully paid paternity & secondary caregiver leave, and up to 20 weeks fully paid adoption leave;
    • Access to a Perks at Work account which provides access to a range of shopping and other leisure discounts.

    Who we’re looking for

    At Makers, we want everyone in the team to:

    • Connect to our mission - Excited about our mission at Makers to change lives, and helping create an environment where our team can do their best work and thrive.
    • Have a growth mindset - You love learning, are open to new opinions and approaches, and enjoy continuously developing yourself and others.
    • Prioritise joy - You care about others and are able to empathise, communicate effectively, overcome challenges and help create a supportive and joyful place to work.
    • Value trust over fear - You value trust in your working relationships and are able to work in an environment that values transparency, open feedback, clear communication, and challenging the status quo as key foundations.

    At Makers, diversity and inclusion are core to our mission. Ensuring our people feel included and valued is critical for us to live the Makers' values: Nurture a growth mindset, Trust over fear, and Prioritise joy. We are actively working towards fostering a strong culture of belonging for both our students and our people and encourage applications from all backgrounds, abilities, communities, and industries. We see the value behind the new ideas you could bring to help us achieve our mission.

    If reading this job description has given you any doubt about whether you’d feel welcome or included at Makers, first, we’re sorry. Second, we’d really like to hear from you about it so we don’t do it again.

    Contact Sandy Vo - Talent Partner, if you have any questions or require accommodations / adjustments to be made.