At a Glance
- Tasks: Lead client relationships and ensure smooth tech implementations for major brands.
- Company: Join Publicis Production, a leader in creative technology and innovation.
- Benefits: Hybrid work, professional growth, and the chance to impact global brands.
- Other info: Diversity and inclusion are core values; we celebrate all backgrounds.
- Why this job: Be at the forefront of tech and creativity, shaping client success stories.
- 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- Executive Client Leadership
- 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.
- Implementation Communication & Change Management
- 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.
- Strategic & Commercial Partnership
- 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.
- Operational excellence
- 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): Client willingness to recommend the product.
- CSAT (Customer Satisfaction Score): Post‑interaction or quarterly satisfaction ratings.
- Reference: Number of clients willing to act as references or provide case studies.
- Client Value Realisation
- Time‑to‑Value (TTV): Average time taken for clients to achieve their first measurable outcome.
- ROI Delivered: Quantifiable business impact (e.g., cost savings, efficiency gains) reported by clients.
- Client Health Score: Composite metric based on usage, engagement, and satisfaction.
- Retention & Expansion
- Renewal Rate: % of accounts renewing contracts on time.
- Churn Rate: % of accounts lost within a given period.
- Up‑sell/Cross‑sell Revenue: Additional revenue generated from existing accounts through product expansion.
- Strategic Influence
- Executive Engagements: Number of strategic business reviews or roadmap sessions conducted with senior stakeholders.
- Product Feedback Impact: % of roadmap items influenced by client feedback provided by the Product Success Lead.
- Operational Excellence
- Onboarding Completion Rate: % of clients completing onboarding within agreed timelines.
- Issue Resolution Time: Average time to resolve adoption or product‑related issues.
- Process Improvement Initiatives: Number of improvements proposed and implemented to enhance product success workflows.
- Product Adoption & Engagement
- Adoption Rate: % of users actively using the product within X days of onboarding.
- Feature Utilisation: % of key features adopted by clients.
- Active User Growth: Increase in Monthly Active Users (MAU) or Daily Active Users (DAU) for assigned accounts.
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. Diversity and inclusion doesn't just fuel our creativity and innovation, it brings us closer to our people and audiences. 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 UK
Publicis Production is an exceptional employer that fosters a global, collaborative, and innovative culture, allowing you to make a significant impact while working with some of the world's most recognised brands. With a strong commitment to professional growth and diversity, employees benefit from a supportive environment that encourages creativity and inclusivity, alongside opportunities for visibility at the executive level across our international network. The hybrid workplace in London further enhances work-life balance, making it an ideal location for those seeking meaningful and rewarding employment.
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 on LinkedIn or industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream role.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. We want to see you shine, so practice common interview questions and think about how your experience aligns with their needs.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. We love seeing candidates who are proactive and engaged.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for talent that fits our innovative culture.
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 Leadership Skills:This role is all about executive client leadership, so be sure to include examples of how you've successfully managed senior stakeholders in the past. We love seeing candidates who can keep calm under pressure and drive strategic conversations.
Be Clear and Concise:When writing your application, clarity is key! Distil complex ideas into straightforward language that showcases your understanding of technology and client needs. We appreciate a well-structured application that gets straight to the point.
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Publicis Groupe UK
✨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 technical accounts in the past.
✨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. Think about examples where you've effectively communicated with C-suite clients and how that led to successful outcomes.
✨Showcase Your Strategic Thinking
Prepare to discuss your approach to strategic alignment and expectation management. Have examples ready that illustrate how you've driven client satisfaction and long-term partnerships. Highlight any experience you have in shaping roadmaps or managing large-scale technology rollouts.
✨Demonstrate Calm Under Pressure
In high-pressure situations, it's crucial to maintain control and clarity. Think of scenarios where you've had to manage escalations or navigate challenging conversations with senior stakeholders. Share how you kept everyone aligned and focused on strategic outcomes.
