Client Services Director

London (Central), London (Greater)
Great base plus commission
10 Jun 2019
11 Jul 2019
B2B, Online
Business Type
Media Owner
Contract Type

Client Services Director needed with experience in the news, factual content or PR sectors. Our client is a global leader in news and factual content, channels and content distribution with offices in the US, UK, Europe and Asia.

The Client Services Director will be responsible for the retention, growth and overall success of client accounts, personally managing a number of our key client accounts and with management of two Client Service Managers (CSM) – and supporting two CSM’s in Germany and the US. 

We are looking for an experienced professional who will hit the ground running who will bring tried and tested processes that will impress clients, increase retention and growth, and ensure the team is performing to the highest standard. 
You’ll be the day-to-day contact for our customers, educating on best practices and new relevant features, sharing data and insights, enabling them to drive stronger and more engaged customer relationships. You’ll act as a trusted advisor, quickly developing a deep understanding of their business, their industry and challenges.

Tasks include
 Managing a team of two CSM’s, and supporting two further CSM’s - in the US and Germany, responsible for training and day to day management
 Implement client success initiatives and processes
 Develop and manage relationships with approximately 10 key clients
 Perform regular (weekly, monthly and quarterly) reviews with customers on goals, challenges, insights and opportunities, listening for upsell opportunities
 Quickly develop a comprehensive knowledge of our products and services, and build close working relationships with teams which sell, design, build and deliver products and services
 Develop an intimate knowledge of the brands you will serve including their values, priorities, commercial requirements and operational needs
 Provide regular updates to the internal team on client pain points and issues

Key responsibilities
 Day-to-day management of the client services team, and your own “book” of clients
 Development and implementation of client retention and client development plans for each client
 Identify expansion opportunities with existing accounts 
 Be the leading advocate for solutions within the customer organisation, across multiple departments – talking and meeting regularly, not relying on email
 Oversight of content publishing and your clients’ online newsrooms
 Provision of high quality monthly and on-demand reports for clients
 A detailed knowledge of client contracts and SLAs
 Project management of product roll-outs, production and services to your clients
 Creating high quality pitch documents, sales materials and marketing materials
 Quickly gain a thorough working knowledge of the CMS and “back end” 
 Track client news relevant to the relationship and brief colleagues and managers across the company as appropriate
 Identify customer adoption and usage issues, and collaborate internally to find smart solutions to resolve such issues
 Inspire customers to think strategically about how our clients platforms can support their business needs and reinforce this by highlighting key data points and new features they need and why

Essential skills and experience
 A minimum of six years’ experience in client facing roles, preferably within a competitor environment
 A track record of working with senior clients at enterprise brands, with evidence of relationship building and growth
 Strong knowledge of the PR industry
 Team management
 Project management
 A good knowledge of broadcast and online production
 High level of proficiency with Word, Excel, PowerPoint, Google Analytics and Salesforce
 Excellent verbal and written communication
 Language/s a great advantage

For a complete spec, please register your interest. We regret only successful applicants will be contacted.

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