Senior Client Services Manager

Company Name: Coherence Agency
Location: England
Posted by:

Rachel Smith

Rachel Smith

Director at Coherence Agency

About Us:

Coherence has been building digital solutions for SME and enterprise clients for over 20 years and we're proud to be Brighton's leading Drupal development house with ambitious plans for expansion. 

We specialise in B2B lead generation through design, delivery and evolution and empower our clients marketing teams through the creation of multi-platform design systems and the use of design-oriented content management systems.

Through our ability to be truly agile, our clients are able to see value in their projects in as little as four weeks. Just one of the reasons our repeat business is so great and our clients love working with us.

We’re also really nice people. And we like biscuits. Lots of biscuits.

About You:

You are a details person with a passion for quality at every stage of the project process.

You enjoy the collaboration process with your team and colleagues and take pride in delivering projects that exceed our clients expectations. However, it doesn’t stop there. You continue to strive for excellence - building relationships with our clients and, more importantly, striving to understand the details behind how their businesses work. 

You are a client-facing senior project manager who’s able to remain calm under pressure. You have managed 10-12 projects at one time while managing your project budgets and aligning with the senior management team to deliver quality products.

We’re looking for:

Roles and Responsibilities

• Establish business objectives for each client project and provide a full and detailed strategic proposal that meets given budget, deadlines and achieves the business objectives
• Maintain an understanding of strategic client objectives and their business offering, their competitive set and market conditions
• Act as the voice of the client to the studio, maintaining client priorities in delivery
• Maintain the profitability of the assigned accounts and support the agencies commercial margins
• Act as a point of escalation for client concerns
• To constantly monitor, liaise with and update all members of the project team on a regular basis as the clients' needs evolve
• Manage own time effectively and understand the need to prioritise tasks or delegate where required, flagging if more resource is required
• Provide month-by-month forecasts against which resources can be planned
• Ensure all project activities are delivered within the timeframe and to the highest standards – taking responsibility and accountability for all internal resources and costs used on client work
• Maintain reporting documents to manage clients and projects efficiently and professionally
• Leverage client relationships for introductions to additional business units and brands
• Identify, pursue and convert new business opportunities 
• Assist Operations Director to plan, resource and forecast team’s size, growth, revenue and profitability
• Pro-actively identify and manage the risks and issues arising from the capability development
• Leadership and direction of global, cross functional teams to ensure communication and collaboration; resolve conflicts and lead solutions
• Take an active, hands-on role to support the identification and resolution of problems
• Adhere to the planning and control standards established by the Operations Director (reporting, reviews, meetings, resource planning, RAG reporting)
• Provide accurate, timely and frequent information, communications on the status and progress of projects to all stakeholders
• Support continuous learning and improvement

Skills

• Experience of managing multiple large/complex projects
• Hold, or demonstrate an understanding of, formal project management qualifications
• Be able to adapt project methodologies and processes to align with multiple variations of projects
• Excellent analytical skills; the ability to assess problems thoroughly and drive logical conclusions
• Experience of managing teams, mentoring, developing and coaching other professionals
• Outstanding project management capabilities (i.e. leadership, senior stakeholder management and communication, risk management, issue resolution, budget tracking, benefits analysis, estimating and planning etc)
• Outstanding client engagement and empathy
• Knowledge of Google Analytics and Google Tag Manager
• Experience of line management responsibility and mentoring is desirable
• You must be able to work hard, play hard!

Tools

• Microsoft Office suite
• Google Office suite
• Adobe Creative suite
• Atlassian - Confluence, Jira, Trello
• Smartsheets
• Google Analytics and Tag Manager

Qualifications

• Bachelor's degree
• Project management qualification e.g. PRINCE2, AgilePM, PMP

• Seniority level

  Mid-Senior level

• Employment type

  Full-time

• Job function

  Project ManagementManagementProduct Management

• Industries

  Information Technology and ServicesMarketing and AdvertisingProgram Development