Senior Client Account Manager (London)

Senior Client Account Manager

AND Digital is a fast-growing, tech consultancy.

We work on multi-industry, eCommerce, and enterprise-level software development projects with best practice agile methodologies at the core.

We are passionate about impactful work with interesting clients, guiding them through their digital transformation journey.

We build robust end-to-end solutions that are compelling, commercially viable, and customer-facing across multiple digital and e-commerce channels such as web, mobile, social, and in-store.

We empower our clients to acquire and develop the skills needed for long-term success.

We care deeply about our people, focusing on well-being and professional development. Read on to see how your skills could be part of our journey!

How we work:

Our success relies on our Club model, which provides localized, personal service to clients while leveraging the expertise and influence of a large organization. Each Club comprises 96 people (6 squads of 13 engineers/analysts/XD specialists and 1 senior squad of 12 specialists), managing a portfolio of 6-8 clients.

As a Client Services Manager, you are the primary contact for clients, responsible for building relationships, growing accounts, and supporting our delivery teams' success.

This role involves working closely with stakeholders and utilizing AND's capabilities to meet client needs, resolve challenges, and expand engagement.

Additionally, you will support the operational aspects of the club, ensuring a balance between client and team needs to foster engagement and high performance.

Your role

Reporting to the Head of Client Services, you will support the Service team in delivering excellent client experiences.

You will manage day-to-day operations and relationships for 3-4 client accounts and assist the Service Delivery Lead in account growth. This requires attention to detail, prioritization, and ownership.

Your focus will be on understanding client needs, identifying growth opportunities, supporting delivery teams, and managing key commercial processes.

You will work closely with Product Delivery Leads, understanding delivery to ensure effective account management.

Your main responsibilities Client Management

• Manage an average of 3-4 client accounts as the main contact
• Build and maintain relationships with clients and internal stakeholders to resolve issues

Account Management

• Respond promptly to client opportunities
• Identify and qualify new opportunities
• Support account growth and relationship development
• Assist in account strategy and planning, setting growth targets
• Coordinate with the wider service community for large, complex accounts

Operational processes

• Forecast revenue accurately
• Manage monthly invoicing
• Handle client contracts and POs
• Facilitate internal scheduling for teams
• Brief team members on roles and client goals
• Support onboarding of new team members

Quality of service

• Own client service and engagement processes
• Track success factors and quality metrics
• Create polished client documents and presentations
• Resolve delivery and personnel issues promptly

Am I right for the job?

To succeed, you should have:

• Experience in professional services in a similar role
• Experience in digital or tech environments
• Business and commercial awareness
• Fluency in Dutch
• Excellent communication, organizational skills, and attention to detail
• Ability to manage client and team implementation and delivery
• Proven success in developing propositions and exceeding client expectations
• Strong relationship-building and account growth skills
• Financial forecasting and invoicing experience
• Tenacity, a proactive attitude, and eagerness to learn