Senior Account Manager - Membership, Arts, Culture and Education

We're looking for a Senior Account Manager to look after a portfolio of clients across professional membership, arts and culture and higher education. Working with the Account Director for the sector, you'll own the day-to-day client relationship and the commercial health and growth of your accounts.

At Manifesto, Client Services own the why and the what: the value we create, how accounts grow and the strength of the partnership. Our delivery leads own the how and how well: execution, project budgets, resourcing and quality. This role sits firmly on the client services side, working in close partnership with delivery leads on every account.

You'll bring three to five years of agency account management experience, ideally growing digital transformation and web platform work with clients in some or all of these sectors. You'll understand the pressures these organisations face, from income generation, ticketing and membership to audience strategy and mission, and how digital supports them.

• Meet account financial targets by building pipeline, identifying new opportunities and expanding scope within your accounts
• Convert opportunities into signed Statements of Work, working with the Account Director and sector team
• Spot opportunities in tender documents, frameworks and client conversations, and lead proposals for your accounts, including re-tenders and competitive opportunities
• Share upcoming opportunities early with Delivery Leads and Heads of Studios so they can plan resources ahead
• Work with the Account Director and Business Director on monthly and annual forecasting and invoicing, keeping Hub Spot accurate and up to date
• Contribute to new business proposals and pitches with the growth team, so prospective clients meet the people they'd work with day to day
• Own delivery handover, so expectations and legal, financial and contractual obligations are understood and documented across the teams

• Develop a deep understanding of each client's organisation, strategy, sector and competitors, including needs beyond our day-to-day product owners and project leads, and share it with everyone working on the account
• Prioritise the insights that matter most and build them into compelling narratives that take stakeholders on a journey and position manifesto as a partner
• Make sure clients understand the manifesto proposition and its relevance to them, linking their problems to examples of where we've solved the same or similar ones
• Contribute to account planning sessions with the Account Director, strategy team and SMEs
• Join regular client touchpoints such as monthly calls and roadmap workshops, and support the Account Director to run Strategic Business Reviews

• Lead pricing conversations for your accounts and set clear expectations on value and outcomes
• Select the right commercial model, applying the manifesto rate card and retainer models, with pricing assumptions clearly captured
• Make recommendations on the levers that balance price and margin, such as discounts, pricing structures and investment
• Prepare proposals and estimates, making sure Delivery, SME and commercial input and approvals are in place before anything goes to the client
• Make sure MSAs, SoWs, CCNs and estimates meet contracts team requirements and pass internal review processes, and that SoWs are signed off by clients before work starts

• Manage client expectations, perception and confidence day to day, taking proactive steps to keep the relationship valuable for both sides and exceed expectations as an agency partner
• Shape client requests into valuable opportunities, focusing on the complex and commercially significant conversations
• Build commercially valuable relationships across client organisations, growing our network beyond our immediate contacts, and support the Account Director with senior stakeholder engagement
• Develop stakeholder engagement plans for your accounts, mapping how stakeholders relate to the buying cycle and sign-off
• Act as the escalation point for relationship concerns and tension, using the agreed escalation process with Delivery where issues relate to delivery, and escalating to the Account Director in a timely way, driving resolution recommendations
• Run the client feedback survey for your accounts, manage the initial response and capture agreed actions, debrief Delivery and Heads of Studios
• Agree appropriate servicing levels with the Delivery Lead…