Client Services Director
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.
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
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
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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