The Client Services Manager plays a critical support role in managing a portfolio of strategic accounts, working closely with the Client Partner to ensure the successful execution of client initiatives and drive operational excellence. This role involves day-to-day account management, collaborating with both internal teams and clients to deliver high-quality services and maintain seamless project execution. The Client Services Manager helps implement account growth strategies, tracks project progress, and ensures that client needs are met efficiently while optimizing resources to contribute to long-term success.
In addition to supporting the Client Partner, the Client Services Manager will independently identify and drive opportunities for growth, expansion, and increased revenue with their own set of current clients and prospects. By building and maintaining strong client relationships and developing new relationships through prospecting, the Client Services Manager directly contributes to both client satisfaction and the profitability of the portfolio, while also positioning themselves for growth in client management and strategic account development.
- Client Support: Act as the operational backbone for the Client Partner, supporting day-to-day client interactions, preparing materials for executive-level engagements, and ensuring timely follow-ups on client needs.
- Account Management: Collaborate with the Client Partner to monitor the health of client accounts, developing an understanding strategic need of the client, and identifying opportunities for improvement.
- Project Coordination: Work with internal operations and audit teams, to ensure the successful delivery of client projects, managing timelines and deliverables to meet client expectations.
- Revenue Growth Support: Assist the Client Partner in identifying opportunities for portfolio expansion, including supporting new business proposals, responding to RFPs, and preparing pitches and presentations.
- Proactive Lead Generation and Prospecting: Support the Client Partner and actively prospect and identify new business opportunities, targeting potential clients outside of the current portfolio to drive revenue growth and expand FirmDecisions’s client base.
- Best Practices Development: Contribute to the refinement of tools, processes, and methodologies that improve the efficiency and effectiveness of client management.
- New Product Development: Contribute to the development, testing and implementation of new service lines, ensuring client satisfaction and profitability.
· Problem Solving and Issue Resolution: Support Client Partner to proactively address any client issues or challenges, working with internal teams to provide timely and effective solutions.· The ideal candidate will have 4-6 years of relevant work experience, (ideally from media or creative agency background). · Supporting or managing client accounts and fostering client satisfaction.· Strong written and verbal communication skills, including client interactions and internal coordination.· Identifying opportunities for account expansion, contributing to proposals, and supporting business pitches.· Strong PowerPoint skills to create decks for pitches, client presentations and training materials· Establishing and maintaining positive client relationships, ensuring satisfaction and trust.· Ability to work seamlessly with cross-functional teams and support the Client Partner· Project Coordination: Experience in working with Project Management teams, helping manage project timelines and deliverables across multiple teams.· Analytical skills to address client issues and internal challenges effectively.· Creativity, adaptability and eagerness to develop new service lines· Awareness of industry trends and competitor activities, providing valuable insights for client strategies.· Strong organizational and time-management skills to handle multiple responsibilities and client priorities.· Assisting in the preparation of proposals, pitch materials, and presentations for new business.
What you will bring to the role
· A demonstrable interest in consultative selling and relationship-based client management· You will be an experienced professional and able to bring or develop a deep understanding of the media investment sector
- Strong project management platform (e.g., Asana), Salesforce and MS Office skills
· You have experience operating with key stakeholders within a matrix organization· Strong relationship-builder/maintainer, high level of communication skills (both written and oral), advisory/consulting skills· Collaborates effectively across teams and seniority, breaks down silos internally to deliver· Commitment to supporting diversity and inclusivity. We are a global fast-growing company which offers a variety of opportunities for you to develop your skill set and career.
In exchange for your contribution, we can offer you:· A competitive salary and benefits· Generous annual leave including an extra day off for your birthday· Fantastic office space in Old Street· A company focus on wellbeing and work life balance including initiatives like flexible working, mental health support and regular health and wellbeing events
