Client Success Manager

3 days ago

Alexandria, Australia Hello Step Change Full time

**Purpose of the Role**:
The Client Success / Account Manager is responsible for the service and nurturing of high value retained clients. This role is central to ensuring that project deliverables meet client expectations, are completed on schedule, and adhere to budget constraints. The Client Success / Account Manager helps develop and directs initiatives, plans for marketing strategies, advertising campaigns, public relations, and business development for clients.

**Key Responsibilities:
- Responsible for the service and nurturing of high value retained and project clients.
- Coordinate with the Client Success Lead in managing weekly client meetings and briefings.
- Develop and direct initiatives and plans for marketing strategies, advertising campaigns, public relations, and business development.
- Collaborate with other managers to ensure a cohesive and integrated approach to client success strategies.
- Plan, oversee, and deliver outcomes, managing multiple project elements simultaneously to meet project deadlines and ensuring client satisfaction.
- Assess the outputs from the creative team to ensure they align with the client’s strategic objectives.
- Lead the development of account strategies, overseeing projects from conception through to final execution.
- Establish and communicate clear goals to the team, ensuring alignment with broader business objectives and client outcomes.
- Monitor project timelines and budget adherence, implanting adjustments as necessary.
- Carry-out reconciliation of budgeted and actual costs, conducting reviews of project and retainer profitability.
- Facilitate collaboration across departments to ensure resource availability for project and retainer needs.
- Provide leadership and direction for the team, offering support and mentorship.
- Act as a primary liaison between clients and internal teams, ensuring seamless communication and resolution of issues.
- Involvement in lead generation and business development sales pitched to potential customers, highlighting the different IP, services and support we can provide.

**Skills and Qualifications**:

- Relevant tertiary qualifications preferred.
- A minimum of 3 years’ experience in sales, marketing, and client management, preferably within a marketing or creative agency.
- Advanced problem-solving skills with an ability to mediate and resolve conflicts effectively.
- Proven track record of managing multiply projects simultaneously while maintaining high standards of excellence.
- Demonstrated ability to think creatively and provide innovative solutions to complex challenges.
- Excellent time management, organisational, and leadership capabilities.
- Ability to anticipate customers’ needs and match them with the appropriate service.
- A creative mindset and ability to think outside the box and thrive under pressure.

**Expectations**:

- Uphold the company’s core values and contribute to a positive and productive work environment.
- Demonstrate initiative and drive in leading projects and building client rapport.
- Continuously seek to improve processes and outcomes, driving efficiency and effectiveness in all client engagements.

**Company Culture**:

- Radically honest
- Being my word
- We before me
- Being unstoppable
- Bringing a WOW

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