Client Account Director

What’s a Client Account Director at AND Digital?

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, who lead one of our the Clubs. Our Clubs are an entity of 80 people – 6 squads of 12 developers/analysts and other roles, with a portfolio of 6-10 clients. In this role we expect you to be close to both clients AND the squads to ensure optimal balance of people and client needs.

At AND Digital, 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.

 

What will I be doing?

You will be directly responsible for managing and growing 4 to 6 client accounts and supporting the Club Exec who may be directly responsible for the other accounts in the club. A team of 2 Service Delivery managers will report to you. Their role is to manage day to day relationships with clients and manage operational activities such as people scheduling, onboarding, commercial documents, 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 (all based in the UK), 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 reporting to you.
  • 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:

  • A 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 to 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 we may be working with
  • Knows how to make money – understands economics of our business/metrics and supports the club to hit its financial targets

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Perks

  • Top Tech

    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!

  • Tech Treats

    We’re all about staying ahead of the game with Tech. Yearly, treat yourself to the latest product with our £500 tech bonus.

  • Bonus

    Be rewarded for your hard work with a quarterly bonus.

  • #SquadGoals

    Start, learn, grow and socialise with your squad.

  • Fare Share

    We’re employee owned and want you to be part of that as we grow.

  • Grow AND Learn

    You will have access to 100’s of AND learning courses, events and online tools.

  • The Best of The Rest

    Think generous holiday allowance, private healthcare, a great pension scheme, childcare vouchers and a very competitive referral bonus. There’s also free snacks, fruit, massages and wellness workshops.

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!