At a Glance
- Tasks: Lead client relationships and ensure smooth tech implementations for major brands.
- Company: Join a global leader in creative production and technology solutions.
- Benefits: Impactful role with professional growth and visibility at the executive level.
- Other info: Diversity and inclusion are at our core; we celebrate all backgrounds.
- Why this job: Shape the future of tech partnerships and drive client success.
- Qualifications: 10+ years in technical account management and strong stakeholder skills required.
The predicted salary is between 80000 - 100000 £ per year.
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.
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.
Benefits
- 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.
Additional Information
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 employer: UNAVAILABLE
At Publicis Production, we pride ourselves on being an exceptional employer that fosters a global, collaborative, and innovative culture. As a Product / Client Success Director, you will have the unique opportunity to lead relationships with some of the world's most recognised brands while enjoying professional growth and visibility at the executive level. Our commitment to diversity and inclusion ensures that every employee feels empowered to bring their authentic selves to work, making it a truly rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Product / Client Success Director
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Product / Client Success Director role. Personal referrals can make a huge difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their products, culture, and recent news. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice your pitch! You’ll want to clearly articulate your experience in technical account management and how it aligns with the role. Keep it concise but impactful, focusing on your ability to drive client satisfaction and strategic partnerships.
✨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, it shows you’re serious about joining our awesome team at Publicis Production.
We think you need these skills to ace Product / Client Success Director
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 on showcasing your relevant achievements!
Showcase Your Communication Skills:Since this role involves a lot of strategic communication, it’s essential to demonstrate your ability to convey complex information clearly. Use examples from your past experiences where you’ve successfully managed client expectations or led high-level conversations.
Highlight Your Leadership Experience:As a senior role, we’re looking for someone who can lead and inspire teams. Share specific instances where you’ve taken charge during challenging situations or driven successful outcomes in client engagements. This will help us see your potential as a leader.
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 gets to the right people. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at UNAVAILABLE
✨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 be ready to discuss how it aligns with client needs. This will show your technical acumen and help you build credibility with stakeholders.
✨Master the Art of Communication
Since this role involves leading C-level conversations, practice articulating complex technical concepts in simple, commercial language. Prepare examples of how you've successfully communicated with senior stakeholders in the past, focusing on clarity and strategic alignment.
✨Showcase Your Change Management Skills
Be ready to discuss your experience with onboarding and change management for large-scale technology rollouts. Highlight specific instances where you ensured smooth implementations and managed client expectations effectively, as this is crucial for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle high-pressure situations and manage risks. Think of scenarios where you've had to maintain calm and clarity while addressing client concerns or navigating challenges during implementation phases. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
