Customer Success and Product Manager, GRIP; Government Reporting Integration Platform

Position: Customer Success and Product Manager, GRIP (Government Reporting Integration Platform)

The Government Reporting Integration Platform (GRIP) is a critical piece of central and departmental reporting infrastructure which is built and maintained by an in-house Cabinet Office (CO) development team in the Government Strategic Management Office (GSMO), which is part of the CO’s Public Sector Reform and Efficiency (PSRE) Directorate.

The GRIP platform has a large user base, serving thousands of users across 250 public sector organisations. To continue to grow and meet the requirements of our users, the GSMO development team is seeking a Customer Success Manager. This role ensures that our stakeholders receive the required degree of support, and that we put their needs at the heart of our product development.

• Onboard new organisations and teams to the GRIP platform, ensuring smooth implementation and adoption.
• Develop and deliver training programs for platform users.
• Serve as the primary point of contact for client enquiries and support.
• Identify opportunities for platform growth and expanded platform usage.
• Gather detailed user feedback to inform product improvements
• Build and maintain strong relationships with key stakeholders.
• Maintain and evolve the GRIP product roadmap based on user needs and business objectives.
• Translate user feedback into actionable requirements for the development team.
• Prioritise feature enhancements and bug fixes in collaboration with technical teams.
• Document and communicate product requirements through user stories and specifications.
• Conduct user research to validate product decisions and identify growth opportunities.
• Support the wider GSMO team as needed.

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