Client Success Manager
2 days ago
Ponderosa Agency Limited is a top 5 specialist media agency dedicated to serving the higher education (HE) sector, partnering with leading institutions across the UK. Our mission is to deliver impactful, innovative media solutions that enhance the reputation and student recruitment efforts of our clients.
Role OverviewThe Senior Account Director will be a key member of the senior management team, responsible for overseeing client relationships, managing high-profile accounts, and ensuring the agency diligently delivers to client and contract expectations.
- Key Responsibilities:
- Client Leadership & Relationship Management:
• Serve as the senior point of contact for key HE sector clients, building long-term, trusted relationships.
• Lead negotiations and manage client agreements, including design and implementation of Service Level Agreements (SLAs), regular service reviews, and contract renewals.
• Ensure the agency consistently delivers to client expectations, exceeding SLAs and key performance indicators (KPIs).
• Work with cross-functional teams (Creative, Design, Digital delivery, etc.) to ensure budgets, timelines, and resource allocations are adhered to, managing risks and identifying opportunities for continuous improvement.
• Identify opportunities to grow existing client accounts.
• Feel confident in spotting opportunities to enhance the value Ponderosa Agency Limited can offer clients by realizing opportunities to develop client relationships through the suite of marketing services offered by Audience Collective.
• Manage net profitability of client accounts to meet revenue and margin targets whilst retaining a clear focus on excellent service delivery. - Team Leadership & Development:
• Lead, support, and develop a team of Account Directors and their client delivery teams, ensuring a motivated client service team, fostering a high-performance culture that delivers best in class work.
• Champion the use of data-led planning approaches, maximizing the value from enterprise-level planning tools and systems such as TGI.
• Set clear performance goals and support team members in their professional development. - Forecasting & Reporting:
• Own and lead gross profit (GP) reporting across client accounts, ensuring accuracy and timeliness in line with group expectations.
• Optimize net profitability by ensuring effective processes and accountability across teams.
• Be accountable for the accuracy and consistency of reporting and forecasting processes, working closely with Account Directors to ensure that they are equipped to deliver excellence in reporting.
• Establish and maintain effective procedures for financial forecasting, ensuring that both current and future business needs are anticipated and reported with precision.
• Provide detailed financial reports and forecasts to senior management and group, ensuring clear communication of financial health and opportunities for growth. - Senior Management Involvement:
• Contribute to the strategic direction of the agency, participating in senior management meetings and providing input on business development, operational processes, and team structures.
• Report directly to the Managing Director, ensuring that client service remains a core strength of the agency. - We estimate the salary range for this role to be £60,000 - £80,000 per annum, depending on experience.
- A competitive benefits package and bonus tied to business/personal performance.
- A supportive and collaborative working environment with a focus on personal and professional growth.
- Opportunities and training that come with being part of a large and growing integrated marketing services group, Audience Collective.
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