Senior Consultant - Global Client Success

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Senior Consultant - Global Client Success

Department: Client Success - Global

Employment Type: Permanent - Full Time

Location: UK

Description

In the Global Client Success team, Senior Consultant - will work with a more senior Client Success Specialist(s) as part of a team running a portfolio of clients. You will learn and develop your skills and knowledge of Ebiquity products, services and processes with the aim to take a leading role on one of your clients whilst supporting across all clients within your team's portfolio. The exact ways of working will be established within each team to reflect the needs of the clients and the team members.

The Senior Consultant position is a pivotal role within the Global Client Success community, supporting clients within their team's portfolio in

1. driving revenue growth through

i. actively nurturing and developing client relationships to cross/upsell. You will have a clear understanding of client's business, ways of working and strategic ambitions

ii. participating in new business opportunities. You will support activity to target identified new business prospects and help to respond to inbound RFPs.

2. managing projects effectively through

i. supporting in the commercials - fee negotiations and scope on all projects

ii. ensuring all sales are properly booked in Salesforce, and pipelines are recorded to ensure solid management information is available to steer the development of individual accounts and the wider business

iii. ensuring effective project delivery and adherence to standardised processes

iv. arranging all key client meetings

v. co-ordinating that the right resources are in place

vi. capturing any actions from key meetings and ensure that the task owners deliver them. In delivery meetings the Insight specialist will be the deep subject matter experts and will focus on the specific delivery whilst the winning team will focus on the broader intent and signals coming from key client stakeholders during any interaction.

vii. making sure client expectations are (more than) satisfied across the full range of our deliveries whilst meeting Ebiquity profit targets. This means supporting the team developing Insights to ensure all deliverables are to the expected specification.

3. developing best practices for the function through

i. building and maintaining relationships across the broader industry including agency, media owner and trade body communities.

ii. supporting profile-raising activities such as seminars, events and PR pieces.

Key Responsibilities

1.i Driving revenue growth - Nurturing and Developing Client Relationships:

To support the Client Partner in managing and driving the relationships with key client stakeholders across a portfolio of clients.

The key tool for this will be the Ebiquity Account Plan client plan, following established Ebiquity ways of working enabled by active use of Salesforce and other defined processes. Account plans will vary by size and opportunity of client but as a minimum will include:
• Budgets and budget breakdown
• Revenue opportunities by service line/ product/ solution
• A contact plan
• A plan for building relationships with - and coordinating across - Ebiquity specialisms, with the collective aim of consultatively selling into the clients' businesses

The Senior Consultant will support the development and maintenance of the account plans for all clients within their portfolio. Progress to be reviewed regularly and plans course corrected/adjusted accordingly.

To provide the right information to enable the steering of accounts, all appropriate systems (Salesforce, Asana) must be kept accurate and up to date. The Senior Consultant may be delegated specific tasks to support the Client Parter who will be responsible for ensuring this is the case for all accounts within their portfolio.

1. ii Driving revenue growth - New Business:

The Senior Consultant will support the Client Partner in responding to RFPs and writing proposals, and support pitches. The Senior Consultant will project manage any RFI / RFP processes associated with clients within their portfolio, co-ordinating the bid management process and the input required from other specialisms or business units.

The Senior Consultant will support in identifying what resources are required to win and service each client and/or piece of work and will collaborate with other specialisms as required as part of the resource request process.

The Senior Consultant is required to acquire and maintain a full understanding of Ebiquity product and solutions suite

You will actively support the Client Partner in cross selling all Ebiquity service lines and products.

2. Project Management:

Project management responsibility on global client projects will sit within the Client Success function. The Senior Consultant is responsible for the project management of client projects within their team's portfolio.

You will be required to:
• Ensure projects are properly planned, resourced, and delivered to budget, quality, and time
• Manage project delivery across specialisms, and other business units as required, ensuring quality control of output
• Establish and maintain governance arrangements for project delivery, defining clear roles, responsibilities, and accountabilities
• Conduct regular progress reviews, capturing and raising any risks or issues affecting the project
• Create project documentation including status updates, flash reports and change controls
• Update project stakeholders on decisions required and next steps
• Manage project stakeholders and their expectations
• Engage with client contacts on a pre-agreed frequency, scheduling and documenting meetings
• Update leaders with a summary of progress on spend, resource utilisation, and profitability
• Lead all Lessons Learned activities and dissemination to stakeholders
• Curate project collateral and shared knowledge for continuous improvement

3. Best Practice:

As a self-starter you will be looking for opportunities to continually improve our way of working with external stakeholders, bringing the best to Ebiquity.

We are a People centred business:

The Senior Consultant will contribute towards creating a supportive, collaborative and inclusive team culture. You will support in the retention and attraction of Client Success talent.

The Senior Consultant will build strong internal relationships e.g., specialism stakeholders, functional service line (e.g., FD, Marketing Effectiveness) stakeholders

Key Measures:
• Client revenue and growth
• Client satisfaction and retention
• Positive feedback from project stakeholders
• Billability and productivity
• Relevance and actionability of account plans
• Personal learning/development achievement
• Broader Ebiquity Client Success with account (internal survey to be established)
• Accuracy and timeliness of record keeping / internal system management

Skills, Knowledge and Expertise
• You will be an experienced media professional and able to demonstrate a deep understanding of/ and operating in, the media planning, trading and consulting industry
• A global and international outlook is important
• Experience in project managing marketing, media, auditing, consultancy, or similar projects
• Strong project management platform (e.g., Asana), Salesforce and MS Office skills
• You will have experience of operating with key stakeholders within a matrix organisation
• A demonstrable interest in consultative-selling; long-term Client Success strategies and relationship-based client management
• Strong relationship-builder/maintainer, high level of communication skills (both written and oral), advisory/consulting skills
• Collaborate effectively across teams and seniority, breaks down silos internally to deliver
• Commitment to supporting diversity and inclusivity. We strive to create a working environment that is responsive to all diverse cultural orientations, and this must be supported by all team members

Benefits

We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:

• A competitive salary and benefits
• Hybrid working
• L&D Opportunities
• A company focus on wellbeing and work life balance including initiatives like flexible working, mental health support and regular health and wellbeing events