Client Success Manager

Empro Group

Birmingham

Remote

GBP 45,000 - 65,000

Full time

4 days ago

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Benefits offered by this job

Excellent Company Culture

DEI and Neurodiversity champions

25 days holiday + Bank Holidays

Company Pension Scheme

Annual team events and socials

Early Friday finish

Remote first with in-person team days

Job summary

Empro Business Group is seeking an experienced Client Success Manager to lead TUPE-focused app delivery for FM clients. You will manage cross-functional teams, coordinate with developers and HR/marketing to ensure successful rollouts and high client satisfaction.

The role emphasises stakeholder engagement, clear communication, and delivering projects on time and within budget, with a remote-first setup and periodic in-person team days.

Qualifications

Minimum of 5 years in project management, software/app delivery preferable.
Experience managing client-facing projects in FM, HR or tech environments.
Familiarity with TUPE processes and cross-functional teams.

Responsibilities

Deliver customer-facing projects on time, within scope and budget.
Build and maintain relationships with clients and internal stakeholders.
Lead stakeholder meetings to gather and prioritise requirements.
Coordinate with app developers, designers and IT teams for timely deliverables.
Develop and execute communication plans for leadership, end-users and suppliers.
Define app requirements and write actionable user stories for dev teams.

Skills

Project management

Stakeholder management

Cross-functional collaboration

Communication

Data analysis

TUPE knowledge

Agile/Scrum

Education

Bachelor's degree in Business Management

Related field (FM/HR)

Tools

Trello

Monday.com

Teams

Job description

About Empro Business Group

Empro Business Group are a boutique consultancy group focused on providing consultancy, recruitment, and technology solutions to the built environment sector.

Job Openings: Client Success Manager

About The Job Client Success Manager

About Empro Business Group

Empro Business Group are a boutique consultancy group focused on providing consultancy, recruitment, and technology solutions to the built environment sector.

Purpose of the role

We are seeking an experienced and dynamic Client Success Manager to lead the successful delivery of a TUPE Process App tailored to the needs of Facilities Management (FM) businesses. This role requires a skilled professional with a strong background in project management, stakeholder engagement, and cross-functional collaboration. The ideal candidate will bring expertise in managing customer-facing projects in HR, FM, or technology-driven environments.

Responsibilities

Project Management

Deliver customer-facing projects on time, within scope, and budget while maintaining high-quality standards.
Ensure project alignment with business needs and client expectations.

Stakeholder Management

Build and maintain relationships with both external clients and internal stakeholders, including operational teams.
Lead stakeholder meetings and workshops to gather and prioritise project requirements.
Effectively manage expectations to ensure alignment with project objectives.

Supplier and Cross-Functional Team Coordination

Collaborate with app developers, designers, and other technical teams to ensure timely deliverables.
Facilitate collaboration across cross functional teams, including design/marketing, IT, and training teams to ensure a cohesive project rollout.

Communication Planning and Execution

Develop and oversee communication plans for diverse audiences, including leadership, end-users, and suppliers.
Provide clear, regular updates on project progress, risks, and milestones to internal stakeholders and project sponsors.
Design and execute strategies to introduce the app to end-users, emphasising benefits and usability.
Collaborate with client representatives to collate app requirements, features, timelines, and implementation strategies.
Ensure all client expectations are documented and addressed promptly.
Work with marketing or HR teams to develop user-friendly support materials, including guides, FAQs, and training resources.
Establish channels for end-users to provide feedback and resolve concerns during and after implementation.

Requirement Gathering and Business Analysis

Work closely with stakeholders to define clear app requirements, including TUPE-specific functionalities and data handling needs.
Translate business needs into actionable technical specifications and user stories for developers.

Development of Statements of Work (SoW)

Draft, negotiate, and finalise Statements of Work outlining project scope, deliverables, timelines and responsibilities.
Align SoWs with organisational goals and ensure they are clear and actionable for all involved parties.
Track adherence to SoW deliverables and manage required amendments.

Time Management and Deadline Adherence

Manage tight deadlines and prioritise tasks to ensure project milestones are met.
Proactively identify and address potential delays or bottlenecks.

Requirements

Minimum of 5 years of project management experience, with a focus on software or app delivery projects.
Bachelors degree in Business Management, FM, HR, or a related field.
Familiarity with TUPE processes and FM business challenges.
Knowledge of app development methodologies (e.g., Agile, Scrum).
Proficiency with project management tools such as Trello, Monday.com, and Teams.
Strong data analysis skills for app reporting and tracking.
Project Management certification (e.g., PMP, PRINCE2, Agile).
Exceptional communication and interpersonal skills.
Strong problem-solving and decision-making abilities.
High attention to detail and organisational skills.
Flexibility and adaptability to evolving project requirements.

Benefits

At Empro Consultants, we firmly believe that our people are the driving force behind our success. We are dedicated to creating an engaging and collaborative working environment where every team member feels appreciated and valued. As part of our team, you can enjoy the following benefits: