Client Service Manager

The Client Service Manager leads Tier 3 client relationships and supports delivery coordination across Tier 2 accounts. The role involves managing communications, tracking project deliverables, and ensuring a smooth client experience from project kickoff through to delivery. The Manager works closely with internal teams to clarify briefs and ensure clients feel informed and supported at every stage.

• Manages Tier 3 client accounts and supports Tier 2 engagements under the guidance of Senior Managers.
• Acts as the main point of contact for assigned clients, ensuring smooth day-to-day communications and proactive updates.
• Builds trust with clients by being responsive, organized, and solutions-oriented, especially during active project phases.

• Identifies opportunities for repeat business or additional services based on understanding of client needs and engagement history.
• Escalates growth opportunities to Senior Managers or Directors with context and supporting insights.
• Prepares first drafts of scopes and proposals for returning clients in collaboration with internal teams.

• Ensures timely briefing, documentation, and tracking of deliverables.
• Owns regular client check-ins during live projects, ensuring expectations are clearly set and updates are shared.
• Supports project debriefs and feedback loops, helping track satisfaction and delivery alignment.

• Works closely with Project Managers to ensure client briefs are clearly communicated and deliverables are on track.
• Flags risks, delays, or client concerns early and helps coordinate appropriate responses.
• Participates in project kickoff, midpoint, and wrap-up meetings as the CS representative.

• Mentors Coordinators and junior team members in client etiquette, documentation quality, and service mindset.
• Shares feedback with Senior Managers on process friction points and team development needs.

• Maintains CRM records, project documentation, and communication logs in an organized and consistent manner.
• Supports testing and roll-out of new tools, templates, and workflows within the CS team.
• Helps document common client questions or challenges to inform SOP development.
• Keeps client satisfaction and project feedback up to date in Hub Spot or other CRM platforms.
• Flags service issues or communication gaps to senior team members with clear documentation.
• Tracks key account milestones and supports preparation of quarterly tiering review inputs.

• Provides feedback during hiring process for Coordinator roles.
• Assists in onboarding and training of new Coordinators by sharing role expectations and account context.

• 3–5 years in client-facing or agency coordination roles
• Hands‑on experience managing day‑to‑day client communication
• Strong organizational and time management skills
• Skilled in briefing, documentation, and stakeholder follow‑ups
• Basic understanding of project management principles
• Familiar with tools like Hub Spot, Google Workspace,
• Comfortable leading meetings and calls independently
• Strong problem‑solving and multitasking ability
• Salary: $70 to 90k per annum depending on experience
• Bonus Scheme: based on annual company performance
• Fantastic office environment in a nice location