Senior Client Services Manager / Account Director

Department: Client Services Management

Employment Type: Fixed Term Contract

Location: Portugal

Reporting To: Gillian Kewley

Description

• Lead day-to-day client services for a key portfolio of senior marketing stakeholders, ensuring exceptional service delivery.
• Act as the senior point of contact for all service-related matters, ensuring swift resolution and communication.
• Develop and maintain deep relationships with client stakeholders, ensuring alignment on goals, challenges, and roadmaps.
• Drive client satisfaction, managing expectations and identifying opportunities to add value.
• Regularly conduct client QBRs (Quarterly Business Reviews) to review performance, future needs, and value delivery.
• Identify opportunities to expand service offerings and upsell/cross-sell where appropriate.

• Monitor account performance and support the Leadership with financial KPIs, forecasting, and reporting.
• Maintain awareness of contractual obligations, budgets, scopes of work (SOWs), and service lines.
• Track revenue against targets and flag risks or opportunities proactively.
• Ensure all commercial agreements are delivered as scoped, with profitability targets in mind.
• Support business development efforts by contributing to proposals, pricing, and contract renewals.

• Oversee contractor onboarding and experience at our CoE collaborating closely with People and Operations teams.
• Collaborate with cross-functional teams to continuously improve onboarding processes and training.
• Proactively identify and implement service delivery improvements for efficiency and impact.
• Ensure delivery processes are adhered to and continuously optimised to meet SLAs and KPIs.
• Own account hygiene including CRM updates, project tracking, and reporting.

• Champion the Algo community and culture within the CoE, supporting initiatives that reinforce connection and engagement.
• Provide guidance, coaching, and feedback to junior team members supporting the account.
• Facilitate knowledge sharing across teams and regions to ensure best practices are implemented consistently.
• Act as a cultural ambassador for the CoE, embedding high standards and a collaborative ethos.
  
  

• Ensure compliance with client-specific requirements, internal policies, and legal/regulatory obligations.
• Monitor and mitigate delivery risks across contracts and service scopes.
• Escalate any operational, legal, or reputational risks proactively.
  
  

• Minimum 7 years of experience in client services, account direction or business management roles.
• Demonstrated experience working with large, complex, global clients—ideally in the technology or marketing services sector.
• Deep understanding of B2B marketing, marketing operations, and marketing technology.
• Skilled at managing executive-level stakeholders in fast-paced, matrixed environments.
• Strategic thinker with strong operational and commercial acumen.
• Experience with contractor and/or workforce management solutions is a strong advantage.
• Excellent communication skills (both written and verbal) in Portuguese and English.
• Familiarity with CRM tools and modern service delivery platforms.
• Self-starter with a collaborative mindset and strong problem-solving orientation.
• Comfortable working within an entrepreneurial and scale-up environment 

Key Responsibilities

• Lead day-to-day client services for a key portfolio of senior marketing stakeholders, ensuring exceptional service delivery.
• Act as the senior point of contact for all service-related matters, ensuring swift resolution and communication.
• Develop and maintain deep relationships with client stakeholders, ensuring alignment on goals, challenges, and roadmaps.
• Drive client satisfaction, managing expectations and identifying opportunities to add value.
• Regularly conduct client QBRs (Quarterly Business Reviews) to review performance, future needs, and value delivery.
• Identify opportunities to expand service offerings and upsell/cross-sell where appropriate.
  
  
  
  

• 
  Monitor account performance and support the Leadership with financial KPIs, forecasting, and reporting.
• Maintain awareness of contractual obligations, budgets, scopes of work (SOWs), and service lines.
• Track revenue against targets and flag risks or opportunities proactively.
• Ensure all commercial agreements are delivered as scoped, with profitability targets in mind.
• Support business development efforts by contributing to proposals, pricing, and contract renewals.
  
  
  
  

• 
  Oversee contractor onboarding and experience at our CoE collaborating closely with People and Operations teams.
• Collaborate with cross-functional teams to continuously improve onboarding processes and training.
• Proactively identify and implement service delivery improvements for efficiency and impact.
• Ensure delivery processes are adhered to and continuously optimised to meet SLAs and KPIs.
• Own account hygiene including CRM updates, project tracking, and reporting.
  
  
  
  

• 
  Champion the Algo community and culture within the CoE, supporting initiatives that reinforce connection and engagement.
• Provide guidance, coaching, and feedback to junior team members supporting the account.
• Facilitate knowledge sharing across teams and regions to ensure best practices are implemented consistently.
• Act as a cultural ambassador for the CoE, embedding high standards and a collaborative ethos.
  
  
  
  

• 
  Ensure compliance with client-specific requirements, internal policies, and legal/regulatory obligations.
• Monitor and mitigate delivery risks across contracts and service scopes.
• Escalate any operational, legal, or reputational risks proactively.