Senior Account Manager - Membership, Arts and Culture and Higher Education

We are looking for a Senior Account Manager to work on some of our largest clients in our portfolio in the professional membership, arts and culture, and higher education sectors. We’re actively growing this sector and are looking for an individual to support the Client Strategy Partner and Account Director in growing this portfolio of clients. Ideally, you’ll have three to five years of commercial experience developing digital transformation and web platform opportunities with clients in some or all of the sectors outlined above.

Working closely with the Account Director and Client Strategy Partner leading the Sector, you will focus on delivering high-quality client experience, understanding the requirements this sector of clients have regarding income and revenue generation, service delivery, ticketing, membership and audience strategies, and demand, and how digital can support the wider organisational objectives and mission.

Supported by an Account Director, this role is key to helping to understand our clients, their specific organisational and sector needs and challenges, so that we can bring together the right people and expertise to tackle and deliver against their organisational strategy and objectives.

Responsibilities:

• Manage client expectations and take proactive measures to ensure that the relationship between the agency and the client is effective and valuable for both sides.
• Help ensure that we are exceeding client expectations as an agency partner and responding to client needs at all times.
• Work collaboratively with the sector delivery team, ensuring new projects are handed over in an efficient and timely manner.
• Ensure that support activities are acknowledged, responded to, and dealt with, in line with agreed SLAs.
• Act as a first escalation point for clients where issues or concerns about project or support delivery are not being adequately resolved within the project team.
• Work with the Account Director to ensure that project briefs/Statements of Work define the client requirements, budgets, and timescales adequately and are fully signed off by clients before work commences.
• Escalate any client issues or challenges in a timely manner, ensuring the right people are notified to swiftly resolve.
• Manage contractual obligations and risks, including partners delivering work for our clients.
• Manage the commercial health of the client accounts, ensuring acceptable client and project level margins are maintained.
• Understand the wider needs of our clients beyond our day-to-day product owners/project lead.
• Actively source and validate with the Account Director events and public arenas where we can promote the manifesto brand and complete outreach and networking.
• Ensure all allocated clients have a good understanding of the manifesto proposition and its relevance to their organisation.
• Develop a deep understanding of specific client and sector challenges and their business objectives, and join regular client touch-points such as client monthly calls and roadmap workshops with the rest of the manifesto team.
• Build commercially valuable relationships with key people within the client organisations with a focus on growing our network beyond our immediate client contacts.
• Work with your Account Director and sector-aligned team members to ensure we’re building a network and promoting our services to key potential customers.
• Run regular strategic reviews with our clients.
• Support external sector marketing activities with your Account Director and internal Marketing teams.
• Grow the business we do with existing clients through creation, identification, and conversion of new commercial opportunities.
• Meet account financial targets through identification and conversion of account sales pipelines with your Account Director and Sector aligned team.
• Help convert opportunities into confirmed Statements of Work, collaborating with appropriate team members.
• Work with the Account Director on annual and monthly forecasting and invoicing.
• Be involved in new business proposals and presenting in pitches, working closely with our growth team.
• Meet your billable target.
• Keep our CRM updated, ensuring accurate client and opportunity information is logged and key commercial details are up to date to support accurate monthly forecasting.
• Help unify the Client Services offering across manifesto to support the client satisfaction strategy and maintain/improve Net Promoter Score.
• Promote the Client Services role within the wider business.
• Be an active contributor in the Client Services Studio, Community of Practice, and Client Experience Playbook.

About You:

• Proven work experience within an agency, ideally digital or similar, as a Senior Account Manager working with membership, visitor attraction, and/or higher education institutions.
• Demonstrable ability to communicate, present, and influence key stakeholders.
• Confident financial planning and reporting ability to handle challenging situations with tact and diplomacy.
• Proven ability to juggle multiple priorities at a time while maintaining sharp attention to detail.
• Proven ability to be proactive in identifying opportunities, issues, and/or risk.
• Excellent listening, negotiation, and presentation skills.
• Strong verbal and written communication skills.

This is a hybrid working role, where you will have the choice to work from home or attend hubs around the country. Some travel to clients or to attend regular team days is required.

About Us:

We are the digital experience agency for changemakers. We are committed to delivering purposeful and positive impact for people, planet, and society, in restless pursuit of a better world. We take pride in creating award-winning digital experiences, products, and services that are measurably ethical, inclusive, accessible, sustainable, and joyful. Our changemaker clients include UNICEF UK, Breast Cancer Now, The Trussell Trust, Woodgreen, The Royal Academy of Arts, Zoological Society London, Historic Environment Scotland, and Fauna & Flora. Part of the TPXimpact group – a Certified B Corporation™, we are a team of 130 digital product leaders, creative designers, user experience designers, engagement specialists, software engineers, and experience strategists.