Senior Client Experience Manager

5 days ago

London, Greater London, United Kingdom Ultimate Asset Full time
Lead Client Services for Ultimate Asset

As a key member of our team, you will drive client satisfaction, retention, and repeat bookings for our high-growth social app. We are seeking an experienced and customer-centric professional to lead the post-sales experience during a transformative period in our client's business.

Key Responsibilities:

  • Oversee the entire post-sales client journey, from onboarding to delivery, ensuring seamless client experience and success.
  • Lead and manage the client services team, driving high performance and fostering a culture of accountability.
  • Deliver best-in-class post-sale client experience.
  • Strategize and implement processes for retention, client satisfaction, and rebooking to meet and exceed KPIs.
  • Develop scalable strategies to collaborate with the Commercial Director and management team to help transition the business from a managed service model to a self-serve platform.
  • Act as the primary point of contact for clients, managing relationships and identifying opportunities for upsell or cross-sell.
  • Collaborate with cross-functional teams (sales, product, project management engineering) to ensure smooth delivery and alignment on client expectations.
  • Act as the senior point of escalation for senior clients and media agencies to call where required.

Qualifications:

  • Proven experience in a senior client services role, preferably at a publisher, AdTech or social platform.
  • Highly developed and methodical in terms of client services and account management processes.
  • Expertise in managing the client experience during significant business changes, such as migrating from managed to self-serve models or AdServer migration.
  • Strong leadership and people management skills with a focus on team development.
  • A deep understanding of customer experience management, retention strategies, and rebooking – demonstrable proof of previous successful deployment of strategies.
  • A problem solver, positive in mindset and passionate about the client delivery experience.
  • The ideal candidate will have previously managed a book of business in excess of eight figures.

This is a unique opportunity to lead client services for a company at a pivotal moment of growth. If you're a strategic thinker passionate about customer success, we want to hear from you.

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