Client Value Partner

The Customer Value Partner (CVP) at Multiverse is the primary architect of customer success, responsible for driving long-term retention, growth, and measurable ROI. By acting as the bridge between a client’s strategic business objectives and Multiverse’s delivery capabilities, the CVP ensures that apprenticeship programs evolve from “training initiatives” into “workforce transformation engines.” While the CVP owns the high-stakes Implementation and Onboarding phase to ensure a successful launch, their primary focus is the continuous delivery of value, the expansion of the account, and maintaining a deep, strategic partnership with senior stakeholders.

Core Responsibilities

• Implementation & Successful Launch Fulfillment
  • End-to-End Onboarding: Serve as the central point of accountability during the implementation phase, project managing the transition from sales to “live” delivery.
  • Launch Excellence: Coordinate internal stakeholders (Admissions, Delivery, Product) to ensure learners are successfully enrolled and the program launches on schedule.
  • Technical & Operational Set-up: Mitigate early-stage risks by ensuring customers are set up with the right infrastructure and expectations for long-term success.
• Delivering & Evidencing Value
  • ROI Translation: Translate program data into executive-level outcomes that matter to senior stakeholders (e.g., productivity gains, AI/data maturity, or social mobility targets).
  • Quality Oversight: Ensure apprentices and learners have a high-quality experience, intervening proactively if delivery health metrics indicate a risk to value realization.
  • Impact Reporting: Regularly lead “Value Reviews” that move beyond vanity metrics to demonstrate real business impact.
• Strategic Growth & Revenue Protection
  • Retention & Renewals: Proactively identify and mitigate risks to protect existing revenue streams.
  • Commercial Expansion: Deeply understand client priorities to identify new opportunities for upskilling and workforce transformation, aligned with their long-term goals.
  • Strategic Roadmapping: Move customers toward long-term investment by aligning Multiverse’s offerings with the client’s broader transformation agenda.
• Relationship Management & Advocacy
  • Trusted Partnership: Build deep relationships with key decision-makers, acting as a consultant on workforce challenges.
  • Voice of the Customer (VoC): Act as the internal advocate for the client, feeding insights back to Product and Delivery teams to drive innovation.
  • The “Internal Glue”: Coordinate across complex cross-functional teams to resolve issues and ensure a seamless end-to-end customer experience.

What We’re Looking For

• Ownership Mentality: You thrive when you are the single point of contact and accountability.
• Strategic Execution: You can navigate a high-level boardroom discussion one hour and a detailed project implementation plan the next.
• Consultative Approach: You don’t just “manage” accounts; you advise clients on how to solve their workforce challenges through our solutions.
• Collaborative Drive: You excel at being the “internal glue,” rallying cross-functional teams toward a common client goal.

Benefits

• Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year.
• Health & Wellness - private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support.
• Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month.
• Work-from-anywhere scheme - you’ll have the opportunity to work from anywhere, up to 10 days per year.
• Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked!

Our Commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change.

Our Commitment to Safeguarding

Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS). For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings. Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.