Client Services Lead (London)

Client Services Lead AND Digital is a fast growing, tech consultancy. We work on multi-industry, eCommerce and enterprise-level software development projects with best practice agile ways of working at the heart. We are passionate about doing impactful work with interesting clients who we can guide through their digital transformation journey. We build robust end to end solutions with our clients, which are compelling, commercially viable and customer facing across multiple digital and e-commerce channels such as web, mobile, social and in-store. We equip our clients to acquire and grow the skills they need to enable long term success. We care deeply about our people and have a focus on well-being and professional development.

How we work: Central to our success is our Club model, which enables us to provide localised and personal service to clients, whilst delivering the expertise and clout of a large company. Each Club is made up of 96 people (6 squads of 13 engineers/analysts/XD specialists and 1 senior squad of 12 specialists) managing its own portfolio of 6-8 clients. As Client Services Lead you are the first point of contact for clients. Building relationships, growing the accounts, and ensuring our delivery teams are set up for success. The Client Services Lead works closely with stakeholders, leveraging AND’s full range of capabilities to respond to client needs, identify and solve challenges, and grow our engagement. In addition, this role is key to the smooth running of a club - supporting many of the day to day operational processes of the club. We also expect the Client Services Lead to be close to both clients AND our people - we know when our ANDis are engaged they deliver their best work, so the Client Services Lead works to ensure optimal balance of people and client needs.

Your role: Reporting into the Client Services Director, the Client Service Lead will play a key role in supporting the Service team to ensure we deliver a great experience for our clients. You will be responsible for managing the day to day operations and relationships for 3-4 client accounts and supporting the Client Services Director in growing these accounts. This requires high levels of attention to detail, prioritisation of tasks and ownership of actions. Your role will focus on building relationships with a range of client stakeholders to understand and meet client needs, identifying new opportunities to grow the account, acting as an escalation point for the delivery teams where they need support, and ensuring key commercial processes are in place and working effectively. Client delivery will be led by our Engagement Directors, and you will work closely with these roles. Whilst they are responsible for delivery, the client service team is responsible for the account overall, and it is therefore essential you have a good understanding of delivery to ensure those teams are set up effectively. Your understanding of delivery and working with digital products will enable you to pre-empt the issues before they occur, and gracefully resolve any issues that do take place.

Your main responsibilities:

• Client Management: You will be managing an average portfolio of 3-4 clients as the primary contact for the client. You will build relationships with both client and AND stakeholders to effectively manage and resolve day to day issues.
• Account Management: Respond quickly and effectively to client opportunities when they arise. Identify and qualify new opportunities. Support account growth and relationship development. Support internal account strategy and planning and agree account growth targets with the Client Services Director. Where appropriate, connect with wider service community to manage large scale, high complexity accounts.
• Operational processes: Accurately forecast revenue across your accounts. Manage monthly client invoicing process for your accounts. Manage client contracts and PO’s to ensure they are signed and up to date for your clients. Facilitate our internal scheduling process to source teams/roles for the client, balancing with the needs and skills of our people. Ensure all ANDis are briefed on both their role and wider client goals before they have joined the client engagement. Supporting onboarding of new ANDis on to your clients.
• Quality of service: Own client service and engagement processes (including establishing and tracking client success factors and quality metrics). Ensure attention to detail in all account planning activities. Create highly polished client documents and presentations. Use your relationships and account knowledge to ensure delivery and people issues are resolved as quickly as possible.

Am I right for the job? To be successful in this role, you will need:

• A demonstrable background in professional services, at an agency, consultancy or relevant equivalent, in a similar role.
• Strong experience working in digital or technology environments.
• Strong business and commercial awareness.
• Strong attention to detail as well as excellent communication and organisational skills.
• An ability to guide and manage both the client and our ANDi teams through implementation and delivery.
• Proven experience in developing and promoting effective propositions, which exceed client expectations and challenge the status quo.
• A track record of building great relationships with clients and growing accounts (winning, retaining and expanding key accounts).
• An ability to undertake financial forecasting, scheduling and client invoicing, ensuring all are well managed and aligned to wider club objectives.
• Tenacity, a “can-do” attitude and a willingness to learn are key traits for this role - we’re looking for you to have these in abundance!