At a Glance
- Tasks: Lead client relationships and ensure smooth tech implementations for major brands.
- Company: Join Publicis Groupe, a leader in creative technology and innovation.
- Benefits: Global collaboration, professional growth, and impact at the executive level.
- Other info: Diversity and inclusion are at our core; we celebrate all identities.
- Why this job: Shape the future of content production with cutting-edge technology.
- Qualifications: 10+ years in technical account management and strong stakeholder skills required.
The predicted salary is between 70000 - 85000 £ 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.
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.
Qualifications & Skills
- 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.
What We Offer
- 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.
KPIs & Success Metrics
- 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 Production
Publicis Groupe is an exceptional employer that fosters a global, collaborative, and innovative culture, allowing employees to make a significant impact while working with some of the world's most recognised brands. With a strong commitment to diversity and inclusion, the company provides ample professional growth opportunities and visibility at the executive level, ensuring that every team member can thrive in their career. Located in a dynamic environment, employees benefit from a supportive atmosphere that encourages creativity and strategic thinking.
StudySmarter Expert Advice🤫
We think this is how you could land Product / Client Success Director in London
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We think you need these skills to ace Product / Client Success Director in London
Some tips for your application 🫡
Show Us Your Leadership Skills:In the corporate leadership and management field, it's essential to highlight your leadership experience. Use your CV to flesh out examples of how you've led teams to success or managed significant projects. We want to see specific instances where your actions made a tangible difference in your previous roles!
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Craft a Compelling Cover Letter:Your cover letter is your chance to narrate your professional journey. We’re looking for motivation and a clear understanding of what corporate leadership means to you. Dive into your aspirations and how they align with the values and vision of Publicis Production. Make it personal – we want to get to know you!
Tailor Your CV for Management Roles:Ensure your CV reflects the management skills that are essential for this role. Focus on competencies like strategic planning, team building, and problem-solving. Use a clean layout, and don’t forget to align your experiences with those keywords mentioned in the job listing. This will help you stand out from the crowd!
How to prepare for a job interview at Publicis Production
✨Showcase Your Leadership Style
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✨Brush Up on Management Theories
Expect some technical questions related to management theories and practices. Brush up on concepts like transformational leadership, servant leadership, or situational leadership. Be prepared to discuss how you would apply these theories to the role at Publicis Production, especially in the specific context of the challenges they’re currently facing.
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Since this is a full-time leadership role, spending time thinking about your vision for Publicis Production could really set you apart. Consider potential strategies for growth and how you would lead teams towards achieving them. This shows not just enthusiasm, but also strategic foresight that they’ll likely be looking for in a candidate.
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