Client Value Partner

The Opportunity

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.

1. 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.

2. 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.

3. 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 Road mapping: Move customers toward long-term investment by aligning Multiverse’s offerings with the client’s broader transformation agenda.

4. 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.

• 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!

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