Strategic Relationships Manager

The 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