Senior Client Success Manager (Senior Account Director)

Job Description

Our Mission: Activating audience insight through unrivalled human understanding, media execution strategies and sustainable technologies.

Our Company

Our pioneering technology is a powerful telescope into human understanding, turning billions of disparate audience data points into vibrant and easy to understand insights. It’s complex data, made actionable for everyone. Unique to us, we join the technologies of audience intelligence and media buying together digitally - within our platform.

We understand the unique value of the individual, which is why we aim to create a company structure that welcomes ideas from everyone. You can read more about our culture and values here.

Your Role

We have an exciting opportunity for a talented individual to join our Client Success Team and lead a number of key client accounts.

Key aspects of your role include:

• Managing and developing key senior relationships with your clients
• Identifying and driving new business opportunities through existing or new business relationships
• Ensuring ownership of the quality and output of all client communications, presentations, and deliverables to your clients
• Developing strategic account plans across insights, strategy, and media planning, tailored to Fifty’s core insights and audience understanding, to achieve the client's goals
• Managing your client's revenue/gross profit forecasts
• Supporting our sales teams on client pitches, writing proposals, and creating presentations
• Coaching and/or managing more junior client success team members
• Networking within the marketing and media community in a manner that drives and distinguishes our position

Your Responsibilities

1. Client Relationship Management

• Overall responsibility for your client relationships
• Developing, growing, and retaining existing and new revenue streams with clients
• Total quality control for all output delivered to clients

2. Strategic Media Development & Planning

• Developing and shaping (with input from insights & strategy) media execution strategies and plans
• Briefing our insights and strategy teams/solutions to ensure they are shaped to your client's needs
• Working with your clients to shape KPIs/measurements of success to meet the client's strategic goals against realistic benchmarks

3. Execution

• Ensuring your client's plans are executed internally to the highest standard possible
• Monitoring and ensuring client KPIs are tracking, identifying issues early, and working with internal teams to find resolutions
• Ensuring the delivery of client reporting (PCAs), QBRs, and any other output-based reporting to the highest standards

4. Client Profitability

• Responsibility for forecasting client revenue and profitability projections
• Preparing pricing proposals (using frameworks provided by the CFO) shaped to the client's service requirements
• Accountability for ensuring the timely billing, reconciliation, and payment for services to your client

5. Attitude

• Ensuring every client touchpoint is delivered to the highest standards expected of Fifty
• Inspiring, engaging, and delighting our clients with our outputs
• Being humble, kind, and supporting others in their learning and development

Your Essential Skills

1. Requirements

• Experience in media advertising, whether working for brands or providers of media solutions
• Experience working with blue-chip/large organisations and handling accounts/budgets of scale (>£1m pa)
• Deep understanding of the media landscape, communications planning, and media solutions available in the market
• Experienced in working with research, insights, and strategists to shape media plans
• Confidence and considerable experience in acting in client-facing roles
• Commercially minded, with experience in growing client accounts
• Management and coaching of teams

2. Attributes

• Confidence, passion, humility, calmness, and thoughtfulness
• Ability to work well autonomously and independently
• Sets high expectations for oneself and peers
• Brilliant communicator with a track record of building strong relations with colleagues and clients
• Resilience and ability to face challenges under pressure

3. Skills

• Ability to engage, persuade, and influence client stakeholders & manage multiple projects/campaigns
• Strong breadth of knowledge across all digital media channels
• Experienced and adept at pushing back or challenging clients (or partner agencies, i.e. creative) to ensure the right results, process, and outcomes are achieved
• Confidence in presenting to senior marketing stakeholders in a consistent, clear, and engaging manner
• Ability to juggle multiple stakeholders and meet their challenges
• Keen eye for detail, operating with high standards of output, and setting the bar for internal and external counterparts

Your Extras

• Experience using Hubspot, Data Studios, Keynote and Excel (or similar programs)
• Experience working in scale-ups, or independent media agencies

Our Benefits

At Fifty we...

...Recharge.

• 25 annual leave days + bank holidays
• Increased annual leave the longer you've worked with us
• Office closure over Christmas

...Give Back.

• Paid volunteer leave
• Matched giving for a fundraising cause

...Support.

• Contributory pension scheme based on level of seniority
• Generous and inclusive parental leave and sick pay policies
• Individual Learning & Development budgets
• A Mac laptop
• £100 personal budget for your home working station + a new monitor
• Mobile phone contract contributions
• Cycle to work scheme

...Socialise.

• Fifty Thursdays - monthly breakfasts and an early finish with games and drinks
• Company-wide quarterly socials

Work-Life Balance at Fifty

Flexibility

• Flexible working arrangements
• Work abroad options
• Dog friendly office

Wellbeing

• Access to free counselling through our Employee Assistance Programme
• Three 'Duvet Days' in addition to annual leave
• Private healthcare
• Discounts on gym memberships and spa retreats

For more insight into Fifty culture and office life, you can find us on Instagram.

Our Diversity and Inclusion Commitment

At its core, Fifty aims to understand humans better – but this mission doesn’t stop with our technology, it feeds into our internal ethos too. Our belief in the power of human connection has helped us build a workplace where everyone can thrive and succeed. We know that the best work happens when we bring diverse and innovative minds together to work towards a common goal. So if you want to join team Fifty, we can’t wait to hear from you! You can find out more about our commitment to Diversity and Inclusion here.

If you come from a marginalised or underrepresented group, we urge you to apply. We believe that diversity is key to building a strong and innovative team, and we want to ensure that all voices are heard and valued. If you are hesitant to apply because you don't feel you meet every single job requirement, we want to reassure you that we encourage all qualified candidates to apply. We believe that your unique perspective and experiences can bring invaluable insights to our team, and we are committed to providing a supportive and inclusive work environment where everyone can thrive.

If you require additional support, or reasonable adjustments or would just like an informal chat about the recruitment process, please reach out to our Senior People Executive at ola@fifty.io

For the first stage in our recruitment process, your application documents will be anonymised. We therefore ask that you do not include your name or any other identifiable information in the written sections of the application.

Your Salary

£45,000 - £60,000 + 50% OTE and company-wide bonus

Our Logistics

Our process consists of:

We are able to let you know if you are invited to an interview or not. However, we do receive a lot of applications and as a small team we are sometimes unable to give individual feedback on each application.