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Client Account Manager
Title: Client Account Manager
Category: IT/Software Development
Job type: Permanent
Job status: Full Time
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Client Account Manager

AND Digital is a fast growing, tech consultancy.

We work on large-scale, multi-industry, eCommerce and enterprise-level software development projects with best practice agile ways of working at the heart.

We are passionate about doing great work with interesting clients who we can take on a digital transformation journey. We love to solve business problems with robust technical solutions, which we do by building products which are compelling, commercially viable and customer facing across multiple digital and e-commerce channels such as web, mobile, social and in-store.

Sometimes our work includes Greenfield projects where we can use the latest tech and other times we need to work with client’s legacy technology to get them to that point first.

This is an opportunity to share knowledge, nurture others, learn, innovate, build and deliver amazing digital products.

We care deeply about our people and have a focus on well-being and professional development. Read on to see how your skills and expertise could be part of our journey!

How we work:

AND Digital's Client Account Manager (or Service Delivery Manager) is a strategic and pivotal role, managing the end to end relationship between AND Digital and its clients.The Client Account Manager is responsible for monitoring happiness and performance of the project team and acts as point of contact with the client to review performance, satisfaction and discuss future needs.

Your role

AND Digital's Client Account Manager (or Service Delivery Manager) is a strategic and pivotal role, managing the end to end relationship between AND Digital and its clients.At AND Digital, we establish long term relationships with our clients, and they often praise us for the quality of the relationships we build with them. Our function is called Service Delivery Management, as the most important part of this role is ensuring that the service delivered to the client is optimal, and both clients and AND Digital people have a great experience. Therefore, strong interpersonal skills are paramount for this role to build trusting relationships with your clients and colleagues.

What will I be doing?

You will be managing an average portfolio of 5 clients, and be required to spend 4 days per week on client site (mainly London based), to build relationships with the stakeholders and AND Digital people, catch up with key people and swiftly resolve issues raised by the stakeholders or ANDis. You will always pair up with a Service Delivery Lead, who will be accountable for CX suite client relationships, sales management and overall account performance. Your day to day:

Team scheduling:

Responsible for building and sourcing a team for the client, depending on needs and skillset of our people For managing onboarding, rotation, holidays, training, and anticipate any new requirements Attend the internal weekly scheduling meeting and ensure scheduling is up to date. Engage with team managers (squad leads) to identify potential candidates Provide background information for new team members, prepare for meetings with the client, guarantee an induction pack exists and define objectives with the client. Quality of Service

The first point of escalation for delivery issues and represents delivery at customer meetings Manage the NPS, measure performance and client satisfaction on a quarterly basis Produce monthly dashboard on service performance and lead the service review Organise and maintain the service level review process with the client and actions required to improve service quality Manage spend forecast for each client. Keep track of any training credits owing and promote suitable courses / coaching Account Management:

Support account growth and relationship development planning

Identify and qualify new opportunities Track actions and update account documents (pipeline, company profile, stakeholders map,...) Revenue Management

Ensure POs, contract, affiliate contracts are in place for every engagement Tracking POs, days used and forecast using 10,000ft Forecasting the P&L Manage Invoicing approval at the end of each month Am I right for the job?

To be successful in this role, you will need to demonstrate:

Problem solving: Ability to use creativity, reasoning, past experience, information and available resources to resolve clients issues Adaptability: Ability to adapt to changes and manage multiple tasks. Ability to adapt to each client style and adjust to changing business surroundings is important. Listening skills: Ability to listening to your client, put yourself in their shoes to understand their perspective and empathise with them. Communication skills: Ability to articulate clearly and positively the message you want to deliver to your client or colleague. Ability to give difficult messages without breaking the trust build with the client or colleague. Time management: Ability to multi tasks in order to deliver on time your commitment to each individual. Ability to demonstrate that you are highly reliable. AND the best of the rest

After going through our ANDBootcamp or ANDuction, you will be ready to join and enjoy the many benefits of being an ANDi!

Competitive package and equity – from an annual tech budget to spend on the latest gadgets, to bonus challenges, private healthcare, flexible holiday and share options Join a growing, professional and driven team that is closely knit and supportive Make a huge impact in creating a unique company Learn, develop and grow as part of a fast growing company Feel valued and learn lots
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