Strategic Relationships Manager
Bromcom Computers PlcThe Strategic Relationships manager works closely with the Growth Sales team to manage relationships with top tier Multi Academy Trust clients, as measured by number of Bromcom schools. These are clients that will partner with Bromcom to help drive the evolution of the product and act as advocates and reference sites for the product.
The broad goal is to champion the product and ensure that the product is developed, marketed, and utilised to the fullest extent possible, with satisfied customers that are getting best value from their contract with Bromcom. This includes a collaborative approach to new feature development with key users in strategic clients having influence over features, capabilities and the product roadmap. A second aspect is product evangelism and championing, including getting the most out of features already included in the package and upselling additional product options (e.g. safeguarding, finance etc.)
Key to success will be ensuring overall client satisfaction by engaging with the relevant product support and deployment teams.
The team will take the lead on the requirements gathering for new feature development for these Trusts, including lead working groups and communication with product owners and other stakeholders within Bromcom.
The final goal is to offer market intelligence, both within the MIS/Finance/wider EdTech market and to respond to developments in the educational landscape, including initiatives from the Department for Education, Ofsted, Ofqual and educational leadership groups such as CST, ASCL, NAHT, SSAT etc.
The client membership of this group is dynamic and evolving and the Strategic Partnerships Manager will work with the Head of Strategic Relationships to determine which clients are in scope and which member of the team will lead on managing the relationship. This will require close collaboration with the Customer Success Managers and the MAT Sales team to ensure that there is good quality coordination and communication in terms of who is handling the client relationship and continuity is maintained.
There are three main areas:
Forming a strategic relationship with product leadership and senior leadership in the top tier clients. The focus is upon building a partnership where Bromcom supports the strategic development of the MAT/LA, aligning product roadmap to synchronise with their needs. This is achieved via a collaborative approach to new feature development with key users in strategic clients having influence over features, capabilities and the product roadmap.
Product evangelism and championing, including getting the most out of features already included in the package and upselling additional product options where possible (e.g. safeguarding, finance etc.) This includes the creation and maintenance of analytics that show how these clients are accessing the various modules, that is supplemented by information gleaned from calls, meetings, surveys and intelligence from the Customer Success Managers.
Ensure overall client satisfaction by engaging with the relevant product development, support and deployment teams. Ensure that clients know when new features are released and when bugs or development requests that they have requested have been actioned. Act as an escalation point when support or deployment issues have not been addressed to the client’s satisfaction.
The key elements of the role include:
The role is similar to a Product Champion in Scrum terminology combined with elements of more traditional account manager and programme management.
A. Regular (termly/quarterly) relationship management calls with senior staff and leaders in the top 10 clients.
B. A two-way dialogue about the strategic development of the client’s business, new requirements or enhancements, the Bromcom product roadmap and championing new features that Bromcom has developed in order to gain adoption (product positioning)
C. Securing deliverables from the reference sites e.g. quotes, blogs, case studies, video testimonials and ‘leads’.
D. Product Advocacy: Be a leading voice and advocate for Bromcom to the client and in external forums, ensuring that the product's value proposition is effectively communicated and understood.
E. Client Advocacy: Be the voice of the client when dealing with stakeholders inside Bromcom, think from the customer’s perspective and understand users and their pain points.
F. Feedback Collection: Gather feedback from trust senior leaders, school leaders, teachers, central staff, data managers, school administrators, and other stakeholders to prioritise product features and improvements.
G. Stakeholder Communication: Regularly update stakeholders on product updates, successes, and challenges, and gather their insights for continuous improvement.
H. Cross-functional Collaboration: Work closely with development, sales, marketing, and customer support teams to align product strategies and ensure consistent messaging.
I. Roadmap Collaboration: In conjunction with the Head of Products, the product management team and individual product owners, contribute to the development and refinement of the product roadmap. Conduct an ongoing two-way dialogue about the strategic development of the client’s business, new requirements or enhancements, the Bromcom product roadmap and championing new features that Bromcom has developed in order to gain adoption (product positioning.)
J. Utilisation Analysis: Examine feature usage by key clients to ensure that they are getting full value from the product. Intervene to support the client with training, configuration or other assistance to allow full feature utilisation. Work with support and technical teams if performance issues or other significant impediments are identified
K. Empathise and Influence: de-escalate issues, offer support, listen, reassure the client, navigate within the company to satisfy their needs.
General responsibilities of the Strategic Relationships Manager
Building and maintaining relationships with top tier clients and key personnel within customers.
Alerting the sales team to opportunities for further sales within key customers.
Letting customers know about other products the company offers.
Conducting reviews to ensure customers are satisfied with their products and services.
Attending meetings with customers to build relationships with existing accounts.
Achieving customer relationship targets and KPI’s as set by the Head of Growth.
Working closely with Head of Customer On-boarding and Services and Sales and Marketing Team
Escalating and resolving areas of concern as raised by customers or from CRM Calls
Carrying out customer satisfaction surveys and reviews.
Monitoring company performance against service level agreements and flagging potential issues.
Updating the CRM and ensuring account managers are aware of changes within customers.
Liaising with internal departments to ensure customer needs are fulfilled effectively.
Background of Strategic Relationships Manager
Strong interpersonal skills and an ability to build rapport with customers.
Previous Educational experience preferably at Senior Leadership level and an organised approach to work.
Knowledge of the MIS systems marketplace and education sector landscape
Hardworking with a strong work ethic.