At a Glance
- Tasks: Lead client relationships and ensure smooth tech implementations for major brands.
- Company: Join a global leader in creative technology with a collaborative culture.
- Benefits: Competitive salary, professional growth, and visibility at the executive level.
- Other info: Diversity and inclusion are at our core; we celebrate all backgrounds.
- Why this job: Make a real impact by shaping client experiences with innovative tech solutions.
- Qualifications: 10+ years in technical account management and strong stakeholder skills required.
The predicted salary is between 80000 - 100000 £ per year.
Within Publicis Groupe’s Intelligent Creativity business, we specialize in bringing creative ideas to life, and to consumers. By combining 100 years of craft excellence with 6,000 experts across 52 locations of the world’s biggest studio network, we leverage the industry’s richest data, through the power of agentic AI, to radically redefine content production with Intelligent Content.
The Product / Client Success Director is a senior, client-facing leadership role responsible for owning the technology relationship and client experience during the implementation phase of complex enterprise engagements. Acting as the senior Tech relationship lead, this role ensures clients have a clear, confident, and well-supported experience while the internal implementation teams deliver the solution. This position focuses on strategic communication, expectation management, commercial alignment, and client satisfaction.
This position collaborates extensively with the commercial client lead, product success and implementation solutions teams. The ideal candidate has a strong background in technical account management, excels in senior stakeholder influence, and thrives in environments requiring calm, clarity, and strategic alignment. They play a critical role in positioning Publicis Production as trusted technology and production partner.
Responsibilities- Serve as the primary relationship tech-lead for clients throughout the implementation period.
- Lead C-level conversations, ensuring clients remain confident, informed, and aligned to strategic outcomes.
- Drive executive-level expectation-setting, ensuring clarity on programme progress, decision points, and risk posture.
- Act as the escalation owner for senior stakeholders, maintaining control, calm, and clarity in high-pressure moments.
- Lead onboarding and change management for large-scale technology rollouts, ensuring smooth implementation.
- Partner closely with the internal tech teams (product success, program management, implementation solutions), ensuring clients understand timelines, milestones, risks, and decisions.
- Distil complex technical updates into clear commercial language focused on value, impact, and decisions.
- Ensure delivery teams are aligned with commercial commitments and client expectations, keeping all stakeholders up to speed according to initial alignments.
- Partner with commercial teams to ensure a smooth client experience.
- Advocate for client needs and long-term strategic alignment, shaping roadmap conversations and multi-year partnership planning.
- Drive up-sell and cross-sell opportunities within existing accounts by aligning client needs with technology offerings.
- Monitor implementation health, risks, and dependencies to ensure predictable outcomes.
- Drive standards for communication, documentation, and client engagement across global implementation teams.
- Identify and lead process improvement initiatives that enhance scalability, quality, and client experience.
- Bachelor’s degree (Master’s preferred) in Business, Technology, Marketing, or related field.
- 10+ years’ experience in technical account management (preferably in creative production, marketing tech, or SaaS environments).
- Exceptional executive presence, negotiation, and stakeholder management skills with C-suite clients.
- Proven track record of managing large enterprise clients through technology deployment or transformation programmes.
- Strong understanding of digital/creative production workflows and supporting technologies.
- Opportunity to own the relationship with some of the world’s most recognised brands.
- A global, collaborative, and innovative culture where your expertise will have a significant impact.
- Professional growth and visibility at the executive level across our international network.
- Client Satisfaction: NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), Reference.
- Client Value Realisation: Time-to-Value (TTV), ROI Delivered, Client Health Score.
- Retention & Expansion: Renewal Rate, Churn Rate, Up-sell/Cross-sell Revenue.
- Strategic Influence: Executive Engagements, Product Feedback Impact.
- Operational Excellence: Onboarding Completion Rate, Issue Resolution Time, Process Improvement Initiatives.
- Product Adoption & Engagement: Adoption Rate, Feature Utilisation, Active User Growth.
Diversity and inclusion is a core part of who we are at Publicis Production. We’re committed to building an inclusive culture that encourages, celebrates and supports our wonderfully diverse employee group – whatever their age, gender identity, race, sexual orientation, physical or mental ability or ethnicity. We will continue to strive to create a culture and environment where everyone feels empowered and more importantly comfortable enough to bring their full, authentic selves to work. We are committed to providing reasonable adjustments for employees with disabilities and for candidates in our application process. If you need assistance or adjustment due to a disability, please contact us.
Product / Client Success Director in London employer: Publicis Groupe ANZ
Publicis Groupe is an exceptional employer, offering a dynamic and collaborative work culture that empowers employees to make a significant impact on some of the world's most recognised brands. With a strong commitment to diversity and inclusion, we provide ample opportunities for professional growth and visibility at the executive level, ensuring that every team member can thrive in their career while contributing to innovative solutions in the creative technology space.
StudySmarter Expert Advice🤫
We think this is how you could land Product / Client Success Director in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might have insights into the company you're eyeing. A friendly chat can sometimes lead to referrals or insider info that gives you an edge.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to client success and technology management. We recommend role-playing with a friend or using mock interview platforms to boost your confidence.
✨Tip Number 3
Showcase your expertise during interviews by sharing specific examples of how you've successfully managed client relationships or led tech implementations. This is your chance to shine and demonstrate your value!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email reiterating your interest and summarising key points discussed can keep you top of mind. Plus, it shows your enthusiasm for the role!
We think you need these skills to ace Product / Client Success Director in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in technical account management and client success. We want to see how your skills align with the role of Product / Client Success Director, so don’t hold back!
Showcase Your Communication Skills:Since this role involves a lot of strategic communication, be sure to demonstrate your ability to distil complex information into clear, commercial language. Use examples from your past experiences where you’ve successfully managed client expectations.
Highlight Your Leadership Experience:We’re looking for someone who can lead C-level conversations and manage senior stakeholders. Share specific instances where you’ve taken charge in high-pressure situations and how you maintained clarity and calm.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into our system quickly. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Publicis Groupe ANZ
✨Know Your Tech Inside Out
As a Product / Client Success Director, you'll need to demonstrate a strong understanding of the technology you'll be working with. Brush up on the specifics of the tech stack and how it aligns with client needs. Be ready to discuss how you've successfully managed similar technologies in past roles.
✨Master the Art of Communication
This role requires you to distil complex technical updates into clear, commercial language. Practice explaining technical concepts in simple terms. During the interview, showcase your ability to communicate effectively with both technical teams and C-suite clients.
✨Showcase Your Strategic Thinking
Prepare examples that highlight your experience in strategic alignment and expectation management. Think about times when you've successfully navigated high-pressure situations or led C-level conversations. This will demonstrate your capability to maintain calm and clarity under pressure.
✨Highlight Your Client-Centric Approach
The role is all about ensuring client satisfaction and long-term partnerships. Be ready to discuss how you've advocated for client needs in previous positions. Share specific instances where you've driven up-sell or cross-sell opportunities by aligning client requirements with technology offerings.
