Client Services Manager

The opportunity

We are hiring a Client Services Manager to lead a pod of Account Coordinators and Account Managers, and to hold at least one of our larger accounts directly.

The role carries two distinct accountabilities: the performance and development of your team, and the strategic direction of a significant client relationship.

It is suited to an experienced account leader ready to take on formal people management, with scope for that responsibility to grow as the team does.

Why this role exists now

Our Client Services team has grown quickly, and we are investing in how it runs: tighter onboarding, earlier visibility on client health, and clearer development paths for the team.

You are being hired to help deliver that.

In your first twelve months, we would expect you to:

• Establish a consistent standard of client review across your pod, so quality does not vary depending on who is on the account
• Take full ownership of your own client relationship, including strategy, performance against targets and renewal
• Build an accurate picture of each team member's strengths and development gaps, and put plans in place against them
• Contribute to how the wider team improves onboarding, client health monitoring and reporting
• Contribute to an enhanced client and publisher experience by identifying opportunities for improvement and providing actionable insights and recommendations to ensure goals are being met and budget is being utilized
• Lead troubleshooting efforts for tracking and technical implementation issues, providing guidance and support to internal teams and clients

Lead the pod

• Run one-on-ones, set clear goals for each role, and hold quarterly performance conversations that people leave knowing where they stand
• Coach through the work: sit in on client calls, review reporting before it goes out, and give feedback that changes what happens next time
• Manage workload across the pod, including cover during absence and reallocation when a client escalates