Client Service Manager

The Client Service Manager leads Tier 3 client relationships and supports delivery coordination across Tier 2 accounts. The role involves managing communications, tracking project deliverables, and ensuring a smooth client experience from project kickoff through to delivery. The Manager works closely with internal teams to clarify briefs and ensure clients feel informed and supported at every stage.

Responsibilities

Client Strategy & Relationship Management

• Manages Tier 3 client accounts and supports Tier 2 engagements under the guidance of Senior Managers.
• Acts as the main point of contact for assigned clients, ensuring smooth day-to-day communications and proactive updates.
• Builds trust with clients by being responsive, organized, and solutions-oriented, especially during active project phases.

Account Growth & Commercial Development

• Identifies opportunities for repeat business or additional services based on understanding of client needs and engagement history.
• Escalates growth opportunities to Senior Managers or Directors with context and supporting insights.
• Prepares first drafts of scopes and proposals for returning clients in collaboration with internal teams.

Client Delivery Governance

• Ensures timely briefing, documentation, and tracking of deliverables.
• Owns regular client check-ins during live projects, ensuring expectations are clearly set and updates are shared.
• Supports project debriefs and feedback loops, helping track satisfaction and delivery alignment.

Cross-Functional Collaboration

• Works closely with Project Managers to ensure client briefs are clearly communicated and deliverables are on track.
• Flags risks, delays, or client concerns early and helps coordinate appropriate responses.
• Participates in project kickoff, midpoint, and wrap-up meetings as the CS representative.

Team Leadership & Capability Development

• Mentors Coordinators and junior team members in client etiquette, documentation quality, and service mindset.
• Shares feedback with Senior Managers on process friction points and team development needs.

Process & Tools Optimisation

• Maintains CRM records, project documentation, and communication logs in an organized and consistent manner.
• Supports testing and roll-out of new tools, templates, and workflows within the CS team.
• Helps document common client questions or challenges to inform SOP development.

Reporting, Feedback & Escalation Management

• Keeps client satisfaction and project feedback up to date in HubSpot or other CRM platforms.
• Flags service issues or communication gaps to senior team members with clear documentation.
• Tracks key account milestones and supports preparation of quarterly tiering review inputs.

Hiring & Onboarding

• Provides feedback during hiring process for Coordinator roles.
• Assists in onboarding and training of new Coordinators by sharing role expectations and account context.

Requirements:
• 3–5 years in client-facing or agency coordination roles
• Hands-on experience managing day-to-day client communication
• Strong organizational and time management skills
• Skilled in briefing, documentation, and stakeholder follow-ups
• Basic understanding of project management principles
• Familiar with tools like HubSpot, Google Workspace, Monday.com
• Comfortable leading meetings and calls independently
• Strong problem-solving and multitasking ability
• Undergraduate degree preferred

Benefits:
• Salary: $70 to 90k per annum depending on experience
• Bonus Scheme: based on annual company performance
• Retirement Plan (401k)
• Health Care Plan (Medical, Dental & Vision)
• Gym membership
• Fantastic office environment in a nice location