Associate Director - Global Client Success

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Associate Director – Global Client Success

Department: Client Success – Global

Employment Type: Permanent – Full Time

Location: UK

Reporting To: Paul Burgon

Description

The Associate Director, Global Client Success, is a pivotal role within the Global Client Success community, supporting the Client Partners in driving revenue growth, developing best practices, and contributing to overall team success. Reporting to a Senior Client Partner or Global Client Partner, the Associate Director actively nurtures and develops client relationships, supports project management, and participates in new business opportunities. Simultaneously, the role assumes a leadership position in global client project management within the Global Client Success team, ensuring effective project delivery and adherence to standardized processes.

In the Global Client Success team, Associate Directors will work with a more senior Global Client Success Specialist(s) as part of a team running a portfolio of clients. You will learn and develop your skills and knowledge of Ebiquity products, services, and processes with the aim to take a leading role on one of your clients whilst supporting across all clients within your team’s portfolio. The exact ways of working will be established within each team to reflect the needs of the clients and the team members.

You will support growth through the nurturing and development of existing client accounts. You will have a clear understanding of the client’s business, ways of working, and strategic ambitions. You will support activity to target identified new business prospects and help to respond to inbound RFPs.

The Global Client Success community will negotiate the scope and fee on all projects and internally procure the necessary resources to meet and exceed client expectations whilst meeting Ebiquity profit targets. The Associate Director will support this process for clients within their team’s portfolio.

The Global Client Success function is responsible for arranging all key client meetings, ensuring that the right resources are in place and client expectations are satisfied across the full range of our deliveries. This means supporting the Insight team to ensure all deliverables are to the expected specification. In delivery meetings, the Insight team will be deep subject matter experts but will focus on the specific delivery whilst the Global Client Success Group will focus on the broader intent and signals coming from key client stakeholders during any interaction. The Associate Director will be expected to capture any actions from these meetings and ensure that the task owners deliver them.

Associate Directors will begin to actively build and maintain relationships across the broader industry including agency, media owner, and trade body communities. They will also support profile-raising activities such as seminars, events, and PR pieces.

As the commercial leaders for the business, the Global Client Success team will be responsible for ensuring all sales are properly booked, and pipelines are properly recorded to ensure solid management information is available to steer the development of individual accounts and the business as a whole.

Key Responsibilities

Account Management:

To support the Client Partners in managing and driving the relationships with key client stakeholders across a portfolio of clients.

The key tool for this will be the Ebiquity Account Plan client plan, following established Ebiquity ways of working enabled by active use of Salesforce and other defined processes. Account plans will vary by size and opportunity of client but as a minimum will include:

• Budgets and budget breakdown
• Revenue opportunities by service line/product/solution
• A contact plan
• A plan for building relationships with – and coordinating across – Ebiquity specialisms, with the collective aim of consultatively selling into the clients’ businesses

The Associate Director will support the development and maintenance of the account plans for all clients within their portfolio. Progress to be reviewed regularly and plans course corrected/adjusted accordingly.

In order to provide proper information to enable the steering of accounts all appropriate systems (Salesforce, Asana when implemented) must be kept accurate and up to date. The Associate Director may be delegated specific tasks to support the Client Partners who will be responsible for ensuring this is the case for all accounts within their portfolio.

Project Management:

Project management responsibility on global client projects will sit within the Global Client Success function. The Associate Director is responsible for the project management of client projects within their team’s portfolio.

You will be required to:

• Ensure projects are properly planned, resourced, and delivered to budget, quality, and time
• Manage project delivery across specialisms and other business units as required, ensuring quality control of output
• Establish and maintain governance arrangements for project delivery, defining clear roles, responsibilities, and accountabilities
• Conduct regular progress reviews, capturing and raising any risks or issues affecting the project
• Create project documentation including status updates, flash reports, and change controls
• Update project stakeholders on decisions required and next steps
• Manage project stakeholders and their expectations, taking account of their levels of influence and interests
• Engage with client contacts on a pre-agreed frequency, scheduling and documenting meetings appropriately
• Update your Client Partners with a summary of progress on spend, resource utilization, and profitability
• Lead lessons learned activities and be responsible for distributing Lessons Learned to stakeholders
• Curate project collateral and shared knowledge for continuous improvement of client project management

New Business:

The Associate Director will support the Client Partners in responding to RFPs and writing proposals, and support pitches. The Associate Director will project manage any RFI/RFP processes associated with clients within their portfolio, coordinating the bid management process and the input required from other specialisms or business units.

The Associate Director will support in identifying what resources are required to win and service each client and/or piece of work and will collaborate with other specialisms as required as part of the resource request process.

The Associate Director is required to acquire and maintain a full understanding of Ebiquity product and solutions suite.

You will actively support the Client Partners in cross-selling all Ebiquity service lines and products.

People:

The Associate Director will contribute towards creating a supportive, collaborative, and inclusive team culture. You will support in the retention and attraction of Global Client Success talent.

The Associate Director will build strong internal relationships e.g., specialism stakeholders, functional service line (e.g., FD, Marketing Effectiveness) stakeholders.

Key Measures:

• On-time and on-budget client project delivery
• Client satisfaction (currently via 6 monthly NPS survey) if available
• Positive feedback from project stakeholders
• Contribution to Project Management tools and process improvement
• Contribution to Best Practice project management collateral as a PM Champion
• Utilization and Billability scores
• Team culture survey scores
• Personal learning/development achievement
• Relevance and actionability of account plans
• Broader Ebiquity Global Client Success with account (internal survey to be established)
• Accuracy and timeliness of record keeping/internal system management

Skills, Knowledge and Expertise

• You will be an experienced media professional and able to demonstrate a deep understanding of/ and operating in, the media planning, trading and consulting industry
• You will likely have a digital-first mindset
• A global and international outlook is important
• Experience in project managing marketing, media, auditing, consultancy, or similar projects
• Strong project management platform (e.g., Asana), Salesforce and MS Office skills
• You have experience operating with key stakeholders within a matrix organization
• A demonstrable interest in consultative-selling; long-term Global Client Success strategies and relationship-based client management
• Strong relationship-builder/maintainer, high level of communication skills (both written and oral), advisory/consulting skills
• Collaborates effectively across teams and seniority, breaks down silos internally to deliver
• Commitment to supporting diversity and inclusivity. We strive to create a working environment that is responsive to all diverse cultural orientations, and this must be supported by all team members

Benefits

We are a global fast-growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:

• A competitive salary
• Hybrid/Remote working
• L&D Opportunities
• A company focus on wellbeing and work-life balance including initiatives like flexible working, mental health support, and regular health and wellbeing events

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