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Senior Client Account Manager at AND Digital

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  • Manchester
  • fulltime
  • -
  • Who We Are:

    AND Digital are a tech company focused on accelerating digital delivery and dedicated to closing the digital skills gap. We’ve been helping organisations build better digital products and stronger digital teams since 2014.

    We believe our work should always leave a legacy for the client. We do this through close relationships with our offices (or ‘Clubs’) so that our partners are always prioritised by a regional team close to them.

    This unique model has driven success for our clients and ourselves, evidenced by our remarkable organic growth since 2014. Today we number more than 1,300 people with Clubs all over the UK and Europe with plans for global expansion in the next couple of years.

    Join us - and help us fulfil our mission to close the world’s digital skills gap.

    How we work:

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

    The Senior Client Account Manager reports to the Service Delivery Lead within 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 8-12 clients. We expect the SDM to be close to our clients AND our ANDis within 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.


    About you:

    As a Senior Client Account Manager you will play a strategic and pivotal role, managing the end to end relationship between AND Digital and its partners. The Senior Client Account Manager is responsible for monitoring the happiness and performance of the project team and acts as a key point of contact with the partner to review performance, satisfaction and discuss future needs. As a result, you will need to be able to:

    Your role:

    • Ensure that the service delivered to both our partners and AND Digital’s people results in a great experience all round.
    • Manage an average portfolio of 3 partners at any one time, you will be required to ensure that each one feels they receive a dedicated service by building strong relationships and managing issues through to closure
    • Drive account growth and relationship development planning
    • Work alongside the key disciplines within our club model and be responsible for building and sourcing a team for our partners, depending on the needs and skills of our people
    • Manage onboarding for new clients and new AND team members by providing background information, preparing for initial partner meetings, and managing collateral such as induction and onboarding guides
    • Manage the end to end financial partner process including: Contracts, Statements of Work, forecasting and invoicing
    • Manage the NPS, measure performance and partner satisfaction on a quarterly basis
    • Work closely with your Client Service colleagues to formulate best practice service guidelines and enable their adaptation
    • Understand the AND Digital proposition in a way that your able to help support our partners in the best possible way, making recommendations to solve their challenges


    To do that, it’s essential you bring the following:

    • Proven experience in a Client Services role in the Digital space, ideally around 8+ years
    • Commercial acumen: The ability to accurately forecast revenue, define appropriate commercial models and understand the need v estimation process is key
    • Strong interpersonal skills: paramount for this role to build trusting relationships with your partners and colleagues.
    • Attention to detail: ensuring awareness of AND, our partner and you colleagues needs and the accuracy in which those needs are interpreted and executed
    • Problem solving: Ability to use creativity, reasoning, past experience, information and available resources to resolve partner issues
    • Adaptability: Ability to adapt to changes and manage multiple tasks. Ability to adapt to each partner’s styles and adjust to changing business surroundings is important.
    • Listening skills: Ability to listen to your partner, 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 partner or colleague. Ability to give difficult messages without breaking the trust built.
    • Time management: Ability to multitask in order to deliver on time your commitment to each individual and demonstrate that you are highly reliable.


    Joining AND:

    From the work we deliver, to the way we serve and support our people, we work hard to ensure that there’s nowhere quite like AND. But joining a company is a two-way street: the fit has to work on both sides. So before you apply, here’s three key things to understand about us:

    • We’re built for people - like, real humans. Not ‘resources’ or ‘staff’. That means happiness and wellbeing really do matter to us, and we hate unnecessary hierarchy and bureaucracy.
    • There’s no well-trodden path ahead: AND is growing fast and forging a new trail. That’s exciting, and gives us all the autonomy and opportunity we love - but bear in mind it also demands focus, patience and resilience.
    • Diversity is a priority. After all, to build great products that a wide variety of different people love to use, we need a wide variety of people to help us build them. So diversity is more than a policy or a word: it’s business critical for us.

    Benefits


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

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