Client Services Manager

Company Overview:

Our client specialises in technical projects encompassing web application development, digital marketing, and mobile development. With a proven track record of delivering high-quality solutions, they pride themselves on exceeding client expectations and driving success in the digital space.

As part of the Client Management team and key contact for both client and internal teams, your responsibilities will include maintaining client satisfaction, relationship building and overall growth of your client portfolio through successful completion of projects, and strategic and consultative account building. You will grow revenue by guiding existing accounts through thought leadership, web development, tech tools, digital marketing, and IT activities.

Responsibilities:

• Handle day-to-day activities for assigned clients.

• Planning, developing and managing clients’ digital projects

• Coordinate project timing and budgets with all relevant agency personnel, ensuring project deliveries are on time within budget.

• Send out Client Contact Reports for all client meetings and telephone conversations

• Relay client requests and change orders to all appropriate team members quickly

• Check and approve creative/production materials, copy, content, layout, site builds, site functionality, production art, and coordinate client approval of same

• Send out Meeting Summary Reports for all client meetings and telephone conversations

• Draft project briefs

• Working with the PM compile client facing Scope of Work

• Regularly check for and respond promptly to all client communications

• Translate technical concepts into everyday business language for clients

• Explain insights from SEO, Analytics, and marketing results to clients

• Renew and grow existing client accounts.

• Assist with challenging client requests or issue escalations as needed

• Work with clients to gather and review their requirements for websites and marketing plans with budgets and goals

• Spot check monthly work & tasks

Qualifications:

• 3 to 5 years’ experience as a Digital Account Manager in an agency setting or equivalent experience

• Proven experience of managing at least 5 accounts / clients

• Comfortable with Google Analytics & Google Ads

• Understanding of web development process

• Great Presentation Skills

• Excellent grammar and email etiquette

• Experience with App UI/UX and marketing is an asset

Desired Skills & Experience

• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail

• Experience managing people

• Solid understanding of deployment platforms and web build process

• Project management and/or technical ability

• Digital strategist at heart

• Strong written and oral communication skills

• Not for Profit and FinTech experience is an asset

You are:

• Confident – Exudes confidence and control in all aspects of client and internal team relations, thereby fostering trust and building strong client/team relationships

• Proactive – Keeps communication channels open with both clients and internal teams in order to identify new opportunities and/or address any potential problems before they occur

• Punctual – Ensures timely delivery to clients of all ongoing projects’ deliverables and results

• Proud – Ensures that a high level of excellence is maintained for all client work and projects

• Organised – Is able to handle multiple accounts and support tickets seamlessly, and stay on top of situations and requests

• Ability to Listen – Able to clearly understand client requirements and goals when communicating with them, and to pass on the correct information to internal teams

• Differentiates – Able to filter client requests and tasks on a priority basis, in order to achieve maximum efficiency with minimum disturbance

• Personable – Is a team player who is enthusiastic, people-oriented and a great communicator with the ability to manage people and situations