Client Services Manager

The Client Services Manager is responsible for managing the full life cycle of retainer and/or project relationships – including the client relationship. The role focuses on meeting client objectives while adhering to budget constraints. As the owner of various initiatives, the Client Services Manager leads campaigns and projects through a tailored combination of LT’s strategic, creative, development, public relations, media, digital marketing, and content marketing, ensuring the success of each account.

Essential Duties and Responsibilities:

• Client Relationship Management: Build and maintain strong client relationships that reflect true partnership, aligning with both the client’s business goals and objectives. Understand client pressures and internal demands to provide the right response at the right time, in the right manner.
• Business Acumen: Demonstrate a thorough understanding of the client's business metrics and dynamics. Analyze and synthesize business data to create a strong point of view (POV). Develop expertise in the competitive landscape and the client’s overall business environment.
• Communication and Collaboration: Serve as an effective liaison between the client and the agency, ensuring clear and appropriate communication. Foster idea sharing and cross-department collaboration to enhance the quality of work delivered to clients. Collaborate closely with media, strategic and creative teams, offering constructive feedback for revisions as necessary.
• Leadership and Problem Solving: Lead internal meetings effectively, providing strategic direction for creative and media teams. Anticipate potential client issues and escalate them when necessary.
• Innovation and Initiative – Demonstrate an entrepreneurial spirit by identifying revenue opportunities and generating new ideas for clients, both within and beyond planned service areas.
• Team/Cycle Coordination –Teamwork is instrumental to company-wide success and detailed planning is expected to help understand the volume of resource needs. As we use Agile as a project methodology across the agency, previous experience with it is a major plus.
• Sales Estimation – Occasionally assist with project estimates and scope definitions and responses to RFPs. Contribute to writing initial scopes of work or change order documents for accounts/projects.
• Business Development: Work closely with Sales and Strategy teams to prepare presentation decks for new business opportunities or in-account growth. Attend presentation meetings for new accounts and occasionally participate in on-site client meetings.

Qualifications:

• Minimum 1 year of account or project management experience.
• Strong Knowledge and ability to lead strategy, creative, development, media, content and public relations teams.
• Experience in setting goals, defining project requirements, creating project plans, and managing budgets proactively.
• Ability to manage “scope creep” in client feedback and requests, while maintaining positive client and internal relationships.
• Enthusiasm for learning the latest technologies and techniques.
• Ability to thrive in a fast-paced, self-directed environment.
• Strong understanding of both traditional and digital service lines.
• Familiarity with Client Services Management processes (knowledge of Agile methods would be a plus).
• Excellent organizational and prioritization skills, with the ability to manage multiple accounts simultaneously.
• Capability to help educate clients on the complexity and value of work, setting priorities for feasible delivery.
• Outstanding oral and written communication skills, enabling effective communication with clients, internal teams, and management.