Account Manager (Client Services)

Times One Hundred is the digital marketing partner for ambitious brands. As a fully remote agency, we engineer sustainable growth by blending innovative thinking with proven, data-driven strategies. Our systems driven approach has amplified some of the boldest brands on the planet, from platinum selling artists to the fastest growing names in fintech, film, and ecommerce.

We believe great talent transcends borders. Our team of strategists, analysts, and problem-solvers operates on fewer meetings and clearer comms, allowing us to focus on what matters: delivering results. We're a collaborative team that turns bold ideas into measurable impact. If you are results driven, value straight talk, and want to engineer growth, you’ll feel right at home here.

The Role

As our new Account Manager, you will be the cornerstone of our client relationships. You will be accountable for delivering perfect customer service that grows client accounts, from seamless onboarding through to ensuring all their needs are championed internally.

Reporting to the Managing Director, your primary goal is to support the wider team by acting as the main point of contact for clients, managing the delivery of services, and ensuring that all client Key Performance Indicators (KPIs) are being met.

You are the client's advocate within the agency and the agency's representative to the client, responsible for running productive meetings, managing communications, and ensuring projects are delivered on time and within retainer or project budget.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for all client accounts, managing all stakeholder communications.
• Run productive client calls, including booking, setting agendas, and circulating detailed meeting notes and actions afterwards.
• Respond promptly to all communications.
• Deliver perfect customer service to foster and grow client accounts.

Project & Performance Management

• Project manage the delivery of client services to meet their objectives.
• Action and track daily, weekly, and monthly tasks across client accounts, prioritising based on client and internal demands.
• Keep internal project and time management systems (e.g., Asana, Slack, Harvest) updated daily.
• Monitor and review client account performance, ensuring planned activities are fully executed on time and the allocated retainer is fully utilised.
• Resolve day-to-day tactical issues and escalate larger problems that cannot be resolved in the first instance.

Commercial Growth

• Detect opportunities to upsell and maximise customer relationships.
• Propose new services and review opportunities to expand retainers or advertising spend to enhance client accounts.
• Assist with preparing commercial proposals and onboarding new clients.

Internal Collaboration & Process Improvement

• Devise and refine efficient client onboarding processes.
• Collaborate with the finance team to ensure client billing is updated and invoices are issued correctly and on time.
• Delegate actions to internal team members and specialists and follow up to ensure completion.

What We're Looking For

• Proven experience in an Account Manager, Client Services Manager, or similar client-facing role, preferably within a digital marketing agency.
• Exceptional communication skills, both written and verbal, with the ability to ensure all communications are concise, clear, and professional.
• Strong project management and organisational skills, with meticulous attention to detail.
• A proactive and strategic thinker with the ability to identify commercial opportunities and devise solutions for client issues.
• Excellent time management, with the ability to respond to clients within tight deadlines.
• A collaborative team player who can confidently delegate actions and work with multiple internal stakeholders.
• Confidentiality and professionalism in handling all client and company information.

Benefits

• Salary: £32,000 - £45,000 per annum, depending on experience
• Fully remote role, must live within 1 hr commute to central London
• Company pension scheme
• 25 days annual leave (+ bank holidays)
• Death in Service benefit (Group life insurance, 4x salary)
• Equipment: We’ll provide a MacBook Air and anything else you need to work from home
• Team socials and company events
• A supportive, friendly and collaborative work environment