Client Services Manager – Software / Digital – Remote
Do you have experience in a digital design and build agency? Perhaps you've worked as a Senior Account Manager / Account Director / Senior Project Manager and now would like to to take on new responsibility and run Client Services? If you have previous line management leadership coupled with experience of Mid-large / enterprise CMS / eCommerce projects powered by platforms like Kentico, Episerver, Sitecore, Umbraco we definitely would love to talk.
Client Services Manager – Award-Winning Digital Development Agency
Witney, Oxford Head Office / Hybrid Remote 1-2 Office Days Per Month
£45,000 – £60,000 DOE
Founded in 2010 we are extremely proud to be recognised as an award-winning and top UK and worldwide Kentico Gold partner, forming part of their 1,000 certified agency network eco-system.
Our main studio is based in Witney, Oxfordshire, and our team of experts continue to this day to practice our founding partners focus and ethos. Whether it be a mid-tier web or enterprise level eCommerce solution, we curate purposeful and performant digital online experiences that deliver commercial impact.
About the Role:
This is an exciting management role that involves the day-to-day running of the client services team, having responsibility for sales and revenue targets, proactively leading account growth within our existing clients, consultancy work, whilst ensuring our SLA-bound support services are delivering for our clients.
You will have overall responsibility of the client services team and be the escalation point in the event of support/client relationship issues. This role is focussed on building and managing relationships with your team and our clients. There are SLAs to be met, client support tasks to oversee, as well as taking ownership of the team commercials and meeting KPI’s. Taking full ownership of the client services role will involve not only people management but a variety of detail tasks to support the client services function within the agency.
Key responsibilities include:
+ Developing positive, professional relationships with our clients ensuring their contractual agreements and deliverables are achieved and they are delighted with our work.
+ Ensuring both sales and revenue targets and strategic objectives are met
+ Driving a positive, collaborative culture within the client services team and their interactions with the wider business
+ Managing, motivating and holding accountable those within the client services team for delivering excellent service and support
+ Pro-actively managing account growth, account management and consultancy work against established targets
+ Managing the day-to-day running of the team, maintaining oversight of the time, tasks, and schedules of the team
+ Ensuring you and the team maintain frequent and appropriate communication with clients, consulting as to changes requested or issues raised, and advice as needed, as well as pro-actively suggesting relevant enhancements to support client objectives
+ Ensuring the team is meeting the Service Level Agreement (SLA) for response and resolution times
+ Ensuring end of month retainer reports are delivered to clients, along with monthly pro-actively reporting
+ Be responsible for managing and delivering outage reports to clients, where required, gathering information from the team as needed
+ Oversee and validate that tickets and communication with clients is of the required standard, is progressive, and appropriate
+ Taking responsibility for relevant sales, revenue and other targets for the team, and owning the commercials including validating Statement of Work documents and costs created by yourself and the team
+ Proven experience in managing multiple projects and/or accounts in an agency environment delivering CMS and/or eCommerce solutions at a mid-market level
+ Proven experience leading and managing project and/or key account teams
+ Excellent project management and cost management skills
+ Excellent communication and presentation skills
+ Experience in marketing, project management, account management or in a similar role
+ A positive, growth mindset, who can engage with team members and the wider business, with empathy for other's priorities and challenges
+ Desirable but not essential – a bachelor’s degree in business, marketing, or a related field, and/or an ITIL and/or Project Management qualification
Interested? Apply here for a fast-track path to the Founding MD.
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.
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