Client Success Manager

Impression

In September 2023, we switched to a 4.5 day work week - finishing at 12:30pm on Fridays.

Only considering candidates eligible to work in Nottingham or London, UK ⚠️

Impression is a multi-award winning, high growth digital marketing agency based in Nottingham and London.

Impression recently took home the award for the Best Large Agency to Work for and we continuously strive to ensure the best possible work-life balance for our team.

As a successful candidate, you will be given a clear progression path. We want rising talent to grow with us and there is ample opportunity for you to progress to the next level.

We are also very proud to have been listed on the “Flexa 100” Most Flexible Companies to work for and to be officially recognised as a Great Place to Work®.

As our agency continues to grow, we are looking for an enthusiastic Client Success Manager to grow with us and become a part of our journey.


The Role

We are seeking a highly strategic individual with a versatile set of skills to join our expanding Client Success Team.

As a Client Success Manager, it is your mission to unlock what ‘success’ looks like, whether this is for our clients, for our delivery team or for our agency. You will work with the Client Success Lead to deliver against your account development strategies and drive a best in class service to your portfolio of accounts.

You will directly contribute to the growth of Impression by achieving high client satisfaction scores, facilitating client contract renewals and orchestrating channel growth for your clients. To achieve this, you will be a trusted advisor to each client stakeholder and hold a complete understanding of their overall business and marketing objectives. You will have a very strong working knowledge of the search marketing landscape and you will understand who to bring into the conversation at what stage.

Key Responsibilities

1. Own the client relationship

Client servicing is your domain so you’ll be on top of what each client stakeholder is trying to achieve, nurturing your relationships into partnerships, and living and breathing our agency values

2. Orchestrate the client team

You will be committed to working with the Impression delivery teams to plan and deliver perfect digital strategies that meet client objectives. You will ensure our output is fully integrated across channels, delivered to the highest of standards and is within the agreed budget and timeframe.

3. Drive profitable GP

You are commercially astute and whether it’s revenue, profitability, forecasting, reporting, or identifying and commercialising new business opportunities, you take accountability for driving your accounts P&L success.

Requirement

  • Must have worked in a digital marketing agency for at least 1 year either in a channel role or client service / account management role
  • Credible subject knowledge across our key delivery channels
  • Knowledge of Google technology stack is an advantage
  • Excellent knowledge of the wider marketing mix
  • Strong interpersonal skills, particularly influencing and listening skills.
  • Strong commercial awareness
  • Presentation skills & chair proficiency
  • Strong communication verbal and written with ability to ‘translate’ for those who don’t have technical knowledge
  • Experience working on multi-channel digital campaigns
  • Experience with managing multiple digital projects simultaneously

Skill Requirements

  • A positive and creative thinker, with a passion for all things digital
  • Ability to lead and inspire others, internally and externally
  • Exceptional attention to detail and pride in any work produced
  • Open, honest and direct, is comfortable in giving and receiving constructive feedback
  • Lives and breathes Impression values
  • Ability to work in a fast paced, dynamic environment on multiple priorities simultaneously, prioritising and coping well under pressure and with competing demands
  • A desire to learn new skills
  • Ability to think and act independently as well as collaboratively
  • Staying calm under pressure and demonstrating empathy and understanding to help clients who may be frustrated
  • Adopts a range of influencing and negotiation styles to deal with objections/challenges internally and externally

... Not ticking all the boxes?

Don't worry, here at Impression we promote a culture of learning and development so we'll help you out! There is research to suggest that women and people of colour are less likely to apply for roles in which they don’t meet 100% of the requirements but at Impression we want to ensure everyone is encouraged to apply with us. Equity, diversity and inclusion are integral to Impression’s recruitment process and we are committed to ensuring your experience with us is equal, fair and non-discriminatory.

Salary: £28,600

Please note, this role is a hybrid role, in line with our flexible working policy. We look to hire candidates who are no more than a 90 minute journey away from our office locations to ensure your personal time is protected and that you're able to travel into the office when necessary.

What makes us different?

  • We are proud to be listed on the “Flexa 100” Most Flexible Companies to work for and to be officially recognised as a Great Place to Work®. Alongside our amazing culture, here's what else makes us standout as a great employer:
  • Competitive salary – verified by an external salary benchmarking company. £28,600
  • Flexible, hybrid working options - as per ways of working charter
  • 4.5 day working week, Friday afternoons off!
  • Private medical insurance with access to EAP
  • Impression funded specialist therapy sessions, up to 6 sessions where Impression funds 50% of the cost
  • Enhanced sick pay - eight weeks full pay, eight weeks half pay in a twelve month period

- Access to impression funded sessions with OpenUp, a virtual therapy platform in 30 languages for yourself and up to three members of your family

  • Enhanced parental leave
  • 28 days annual leave, plus bank holiday
  • Life leave – when something unexpected happens in your life and you need some paid leave
  • Pregnancy loss and parental bereavement leave
  • Compassionate leave
  • Eye-care vouchers
  • Opportunity to save on and spread the cost of new tech through Techscheme
  • Railcard salary sacrifice scheme
  • Budget for books, tools and software
  • A full social calendar with a budget per person
  • Summer and Christmas party (off-site)
  • Chance to attend national and international conferences
  • Top Apple equipment to use at work
  • Savings on bikes and accessories through Cyclescheme
  • Contributory pension scheme
  • The usual agency stuff – office dogs, drinks fridge, ping pong and foosball, tea and coffee and office snacks

Diversity, Equity & Inclusion

We're listening and we're learning.

We’re committed to embracing diversity and promoting equal opportunities, both within our teams and through the services we provide. But we know we still have work to do. Improving fairness – in our agency and our industry – is something we’re passionate about, and we’re committed to having the conversations, making the changes and helping other businesses to do the same.

We pledge to promote equal opportunities and, as per the Equality Act 2010, will not tolerate discrimination on the grounds of: gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, caring responsibilities or beliefs. We’ll also make every effort to represent different genders, ethnicities, socio-economic backgrounds and sexualities at the events, panels and discussions we run.

Agencies

Strictly no recruitment agencies.

Impressionimpressiondigital.com

Multi-award-winning digital marketing agency with a focus on growth, inclusivity, and positive impact.

Working Week

In September 2023, we switched to a 4.5 day work week - finishing at 12:30pm on Fridays.

Our Vacation Policy

We offer 28 days annual leave plus public holidays.

Remote Working Policy

We work hybrid remotely - with offices in Nottingham, Manchester and London.

  • Nottingham
    60
  • Manchester
    20
  • London
    20

Company Benefits

  • Private medical insurance
  • Contributory pension scheme
  • Enhanced parental leave
  • Equipment allowance
  • Life insurance
  • Professional development budget
  • Sabbaticals
  • Enhanced Sick Pay with therapy sessions via HelloSelf

Our Team

We're a team of 210 across 13 departments:

  • media and commmunication
    36
  • arts and design
    8
  • engineering
    7
  • sales
    7
  • marketing
    6
  • business development
    5
  • finance
    5
  • operations
    4
  • consulting
    3
  • entrepreneurship
    3
  • information technology
    3
  • +2 more teams

Desirable Skills and Experience

  • Google technology stack
  • Digital marketing
  • Client service
  • Account management
  • Interpersonal skills
  • Commercial awareness
  • Presentation skills
  • Communication skills
  • Multi-channel campaigns
  • Attention to detail
  • Influencing skills

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