Ideate Labs - Manager - Client Servicing - Digital

Job Description for the post of Client Servicing Manager

The major role of the Client Service Manager (CSM) is to plan, manage and support the relationship between the client and the internal services offered by Ideate Labs. The person will be providing up to date and relevant professional, technical and proactive solutions to business situations. It is necessary to be able to relate, interpret and advise the Client and ensure timely delivery of all services.

Reporting to: Business Head

Major Responsibilities:

- Remain technically abreast and develop sufficient knowledge of other core business areas to identify needs and direct work assigned by clients

- Responsibility for portfolio of clients acting as main Point of Contact

- Generate incremental revenues in line with targets by selling Ideate Labs services and educating clients on any additional Ideate Labs can offer

- Develop strong relationships with senior client personnel, recommend strategies and solutions to best satisfy client needs and requirements

- Continuously review clients- operations, identify risks and present solutions to meet requirements

- Maintain regular contact with clients in line with the agreed client contact plan

- Liaise daily, weekly and monthly with Heads of Departments to ensure standards are maintained

- Handle and monitor the Business Development department to develop new clients and markets

- Contribute to the identification and recommendation of methods of improving quality of service and operational effectiveness within the organization

- Coordinate, support, liaise with and build relationships with Ideate Labs departments to help deliver high quality service to meet the client's requirements and deadlines

- Ensure Business Head is fully aware of any difficulties/challenges in meeting client's requirements after CSD has exhausted all of their avenues to enable him/her to decide on appropriate next steps

- Through effective people management skills and project management ability, work with relevant Heads of Departments to identify tasks, distribute/delegate work, set timescales, track performance, coordinate interconnected tasks to ensure no undue delays, and communicate updates to client and Business Head

- Be available as a technical resource during the sales closing process

Desired Skills and Experience

Minimum Qualifications:

- Minimum of 4-5 years' experience, with at least 4-5+ years into core digital domain

- Comprehensive specialist knowledge of relevant practices, industry trends and issues in the digital arena

- Should have done client servicing across all platforms, be it social media, online, website, microsite, E Commerce or mobile marketing

- Should have catered to multiple industry segments

- Should be comfortable with Business Development and new client acquisition

- Good client service background

Skills, Abilities and Other Requirements:

- Proficient use of Word and Excel and office systems - can extract and manage data efficiently

- Advanced communication skills

- Able to develop a conversation to ensure sales opportunities are closed

- Able to facilitate meetings (including VC's and conference calls) dealing with demanding or technical issues