Senior Account Manager

Senior Account Manager

Location : London EC1A

Contract : Permanent, full time

Hours : 37.5 hours per week

Shifts : Monday-Friday between 08:00-16:30 (flexible)

Break : 1 hour lunch, unpaid

Work model : Fully onsite during probation; hybrid thereafter (min. 3 office days per week, TBC).

Williams Lea seeks a Senior Account Manager to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, over 7,000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of the Role:

The Senior Account Manager (SAM) is responsible for the profitability, service delivery, and client relationship management of a key EMEA Presentations and Creative Services account. Working closely with the Senior Account Director, you will lead day-to-day operations, manage resources across onshore and offshore teams, ensure high-quality service delivery, and drive continuous improvement to meet and exceed client expectations.

This role requires a commercially minded and strategic professional who can build strong client relationships, identify growth opportunities, and lead high-performing teams. You will proactively resolve issues, deliver exceptional client experiences, support business development, and champion best practices to ensure operational excellence and long-term account success.

Key Responsibilities:

• Oversee delivery of EMEA Presentations & Creative Services, ensuring contractual and client requirements are met.




• Build and maintain strong client relationships, delivering high levels of customer satisfaction.




• Lead account governance, service reviews, reporting, and strategic account planning.




• Identify opportunities for account growth, additional services, and revenue generation.




• Develop trusted relationships with key client and internal stakeholders.

Operations & Service Delivery

• Ensure consistent delivery of high-quality services against agreed SLAs and KPIs.




• Manage workloads, resources, and project deadlines across teams.




• Drive continuous improvement, innovation, and operational best practices.




• Proactively identify, elevate, and resolve client and operational issues.




• Analyse performance data and implement improvements to enhance service delivery.

People Management

• Lead, coach, and develop a high-performing client services team.




• Manage performance reviews, appraisals, training, and development plans.




• Provide direction and support to production teams to achieve service objectives.




• Act as a senior escalation point for team and client issues.




• Foster a collaborative, positive culture while leading by example.

Client Relationship Building

• Build trusted relationships with senior client stakeholders.




• Develop a strong understanding of client business goals, challenges, and priorities.




• Manage client expectations and deliver solutions that exceed requirements.




• Promote Williams Lea's wider capabilities and identify cross-selling opportunities.




• Partner with global and cross-functional teams to strengthen and expand client services.

Account Management

• Partner with global account and production teams to deliver seamless client service.




• Own client reporting, ensuring accuracy, transparency, and timely communication.




• Lead strategic client initiatives, delivering solutions aligned to business objectives.




• Promote Williams Lea's wider capabilities and identify opportunities to enhance client value.




• Work closely with internal stakeholders to drive operational efficiency and account success.

Financial Management

• P&L management monthly, working with the Finance Manager to ensure all costs are allocated correctly and revenue is reported accurately.




• Working with Senior Account Director and Finance Manager to grow the revenue and gross profit of the account.




• Work with clients to understand any budgets they have for certain periods or projects, providing innovative solutions where possible, to enable Williams Lea to support them within any budget constraints.




• Guide team to ensure end-to-end financial control of projects is in place and adhered to constantly.

Required Skills & Experience:

• Proven experience in account management within Presentations, Creative Services, Document Production, or a similar client-facing environment.




• Strong understanding of Financial Services, Professional Services, or Legal sector clients.




• Excellent communication, stakeholder management, and relationship-building skills.




• Commercially aware with experience managing budgets, profitability, and business growth opportunities.




• Proficient in Microsoft 365 with strong organisational and workload management skills.