Client Account Director (Halifax)

Client Account Director

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.

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:

The Client Account Director role (or Service Delivery Lead as we call this role internally) is a strategic and pivotal role; it is accountable for building relationship between the Club and its clients, managing the current assignments, growing the accounts, and establishing a strong lasting partnership between AND Digital and the client organisations.

The Client account director reports to the Club Executive, an AND Digital line of business of circa 80-100 people (6-7 squads of 12 developers/analysts and other roles) with a portfolio of 6-12 clients. We expect the SDL to be close to both clients AND the squads to ensure optimal balance of people and client needs.

At AND, we treat clients as partners, and we establish long term relationships; our clients often praise us for the quality of the relationships we build with them and we regularly receive 9 out for 10 Net Promoter Scores.

A large part of the role includes the ability to work with CxO individuals, guide them through their digital transformation (people, processes and tools), and grow our presence.

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, that both clients and AND Digital people have a great experience.


Your role:

Developing on the level, you could be directly responsible for managing and growing anything from 4 to 12 client accounts and supporting the Club Exec in the club. A team of 2 Service Delivery Managers will support you. Their role is to manage day to day relationships with clients and manage operational activities such as people scheduling, onboarding, commercial documents and invoicing.

Whilst the Service Delivery Manager manages the day to day activities related to the current assignments and maintain the client current relationships , the Service Delivery Lead establishes the partnership, expand the relationship, create new opportunities and grow the account.

You will be required to spend at least half a day per week on each client site, checking in with teams and client stakeholders, resolve issues and identify new opportunities to grow the account.


Your main responsibilities

Clients Portfolio management:

  • Ability to create a healthy portfolio of clients and forecast accurately growth target across the portfolio
  • Track on a monthly basis the portfolio changes, and proactively suggest and implement corrective actions when the portfolio is unbalanced
  • Report on a monthly basis on commercial, business and service targets

Account Management and Growth

  • Define each account direction and targets
  • Execute account development plan
  • Drive account growth and relationship development planning
  • Identify new opportunities and proactively develop them
  • Drive actions to close new sales and mobilise the right people to win
  • Lead presentations and produce proposals
  • Leverage yours and AND Digital ecosystem to bring the right expertise to your clients
  • Develop a long term strategic vision for your client and use your creativity to push/trial innovative ideas

Quality of Service

  • Ensure the current assignments are delivering value to the client
  • Collect intelligence and know your client intimately to service them best
  • Anticipate issues and make it easy for the clients to do business with AND Digital
  • Formulate strategies to resolve client’s problem
  • Produce monthly dashboard on service performance and lead the service review as well as quarterly review with Cx clients.
  • Attend and guide the scheduling weekly meeting to ensure people are appropriately assigned to new roles.

Revenue Management

  • Ensure POs, contract, affiliate contracts are in place for every engagement
  • Forecast and manage revenue per client
  • Ensure work is correctly invoiced
  • Chase Age debtors
  • Manage wisely the client entertainment budget allocated to your clients.

Pipeline Management

  • Lead the pipeline weekly meeting
  • Ensure all opportunities are correctly qualified and everything is done to win it
  • Ensure all opportunities are correctly captured and weighed

Team Management

  • Ensure the service management function is running smoothly
  • Guide and develop the service delivery managers
  • Review their performance
  • Engage with the other Clubs and service teams to improve the function

Am I right for the job?

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

  • Demonstrable background in professional services, in a similar role
  • Strong experience working in digital/tech environment (web/app development house, marketing agency, consulting,...)
  • Strong business awareness and high commercial acumen
  • Gravitas and proven experience to shape digital function and guide teams through implementation and delivery.
  • Proven experience in shaping and selling complex and effective propositions, which exceed client expectations and challenge the status quo
  • A track record of building outstanding relationship with clients and growing accounts (winning, retaining and expanding key accounts)

As well as demonstrating a passion for the digital and tech, you will be able to demonstrate the following:

  • Farming the account - spotting opportunities for our services and closing the deal, keeping focused on what we do
  • Passion for digital/tech - talking the talk with CXO and heads of in client organisations and the ANDis in the club
  • Great with people - understands drivers for client people and our ANDis, great at comms/engagement with them
  • Great with execs and partners - able to challenge/support and help CXO level in clients and other service providers/partners
  • Know how to make money - understands economics of our business/metrics and supports the club to hit its financial targets

Benefits

After going through our ANDuction, you will be ready to 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


For any internal interest in this role, please speak to your People Ops Lead or Club Exec for more information

Location: Halifax

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Comforts

Because all work and no reward is no-one’s idea of a good time.

  • TECH CHOICE

    Build remarkable products – and do it on your favourite tech.

  • TREAT YO’SELF

    Take advantage of £500 a year to spend on shiny new gadgets.

  • GET INSPIRED

    15 days a year for training and innovation – the possibilities are endless.

  • KEEP LEARNING

    Endless opportunities to learn, grow and socialise with your squad.

  • FAIR SHARE

    Get a piece of the action – we’re an employee-owned company.

  • FAMILY FIRST

    Childcare vouchers, back-to-work incentives and enhanced parental leave.

  • SQUAD GOALS

    Develop tight-knit relationships and make an impact fast as part of a squad.

  • SECURE FUTURE

    Get saving with a great pension, bonuses and an attractive referral scheme.

  • STAY HEALTHY

    Generous holidays, free fruit, wellness sessions – and even the odd massage.

Application Form

Joining AND Digital

  1. 1

    All About You

    Pick your experience level and send us your CV. Don’t forget to tell us why you’re remarkable!

  2. 2

    Let's Talk

    We don’t do things at a snail’s pace, so if we see a potential fit after reading through your application, our talent scouts will be in touch for an initial chat as quick as poss!

  3. 3

    Face Time

    It’s time to come in and meet us face to face, ask us questions and get to know the role. Do we make the perfect match? That’s for the both of us to decide!

  4. 4

    One of Us

    If it’s a double thumbs up, then you’ll be on your way to joining the AND Digital team! From the moment you say yes to your first day, we’ll be there so you soon feel part of the ANDi family!