CLIENT SERVICES ACCOUNT MANAGER JOB DESCRIPTION

The Client Service Account Manager is the connective tissue between an organization and its clients, ensuring that commitments are met, relationships are strengthened, and issues are resolved before they become problems. Found across industries as varied as financial data, energy markets, media, and entertainment, this role sits at the intersection of operations, communication, and strategic account stewardship. It carries weight in any organization that depends on external relationships for recurring revenue or service continuity. Those who succeed in it combine operational precision with interpersonal fluency to manage complexity across multiple stakeholders simultaneously.

As the Client Service Account Manager, this role safeguards client relationships by owning the end-to-end delivery of products, campaigns, or services while identifying opportunities to deepen client value. Sitting within a dedicated client services or account management team, the position operates across internal functions including sales, operations, and product, with visibility into both tactical execution and longer-term account health.

Career Impact: This role builds a versatile professional foundation in account management that transfers across industries, making you a sought-after liaison professional in virtually any sector.

Business Impact: The Client Service Account Manager directly influences client retention and satisfaction, outcomes that translate immediately into measurable revenue and reputational outcomes for the organization.

Growth Opportunity: Exposure to cross-functional operations, escalation handling, and strategic account planning positions candidates for progression into senior advisory, team leadership, or client development roles.

• Serve as primary point of contact for assigned clients across the full account lifecycle, from onboarding through ongoing delivery and issue resolution.
• Manage end-to-end delivery workflows by coordinating with internal operations, production, and performance teams to meet client timelines and quality standards.
• Develop and maintain trusted advisor relationships with key clients and agency stakeholders at multiple levels of seniority.
• Partner with Sales and Client Development colleagues to align on account goals, approvals, deliverables, and growth opportunities.
• Identify at-risk accounts or deliverables daily and escalate proactively to leadership with recommended resolution paths.
• Monitor account performance metrics and delivery schedules, reconciling discrepancies and communicating adjustments to internal and external stakeholders.
• Document client workflow changes, onboarding requirements, and delivery procedures to support team continuity and training.
• Mentor less experienced team members on client protocols, internal processes, and professional standards.

• Bachelor's degree in Business, Communications, or a related field, or equivalent work experience.
• 2+ years of client service, account management, or customer success experience, with demonstrated ownership of multiple concurrent accounts.
• Proven ability to manage competing priorities and delivery timelines across cross-functional internal teams.
• Strong written and verbal communication skills across diverse audiences, including executives, technical teams, and external clients.
• Experience navigating escalations and complex problem resolution with a solutions-first orientation.
• Ability to interpret client needs, translate them into internal actions, and clearly communicate watch-outs or delays before they escalate.
• Proficiency in standard business productivity tools for reporting, documentation, and client communication.
• Demonstrated ability to work independently, manage ambiguity, and maintain professionalism under deadline pressure.

• Industry-specific experience in media, energy, financial services, or entertainment fulfillment environments, with familiarity in domain-relevant compliance or operational norms.
• Experience designing or improving client-facing workflows and documentation from the ground up.
• Demonstrated success in a training or knowledge-transfer capacity, whether formal or informal.
• Fluency in a second language, particularly for roles serving international or multi-regional client portfolios.

• Core Stack: Microsoft Excel, Google Sheets, Google Slides, Microsoft Word, Microsoft PowerPoint, Keynote.
• CRM & Communication: CRM platforms (Salesforce or equivalent), Outlook, WebEx.
• Campaign & Ad Operations (where applicable): AdOps platforms, IO management systems, tag management tools.
• Order & Delivery Management (where applicable): Order management systems, asset tracking platforms.
• AI Tools: Not specified in examples.

• Base Salary Range: $55,000-$85,000 annually, depending on industry vertical, seniority, and location.
• Bonus: Performance-based bonus typical at 5-15% of base salary.
• Equity: Uncommon at this level; may appear at senior or team lead designations.
• Health Benefits: Medical, dental, and vision coverage; employer contribution rates vary by company size.
• PTO: 15-20 days standard; some organizations offer unlimited PTO structures.
• Common Perks: Remote or hybrid flexibility, professional development budget, and commuter or home office stipend.

Figures based on current US market benchmarks. Adjust based on location, company size, and seniority level.

Lamwork is committed to equal employment opportunity and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. Qualified applicants requiring a reasonable accommodation during the application or hiring process are encouraged to submit their request to our hiring team. All offers of employment are contingent upon successful completion of a background check. Candidates must be authorized to work in the United States without sponsorship.

Sitting at the intersection of client strategy and digital campaign execution, the Client Service Account Manager drives advertiser and agency revenue by delivering flawlessly managed campaigns up to $2M. Partnering closely with Sales, Campaign Performance, and cross-functional internal teams, this role serves as the trusted client advisor across every stage of the campaign lifecycle.

Key Responsibilities

• Act as the lead point of contact across the full client campaign lifecycle, including response to brief, media planning, execution, timelines, and asset management.
• Manage and facilitate the end-to-end campaign process in collaboration with internal and external teams.
• Develop trusted advisor relationships with key client stakeholders, providing problem resolution and escalations.
• Partner with Sales to manage client relationships, goals, deliverables, approvals, and asset management.
• Partner with the Campaign Performance Manager to evaluate media plans and optimise performance results.
• Coordinate with CNX to ensure assets are distributed and delivered on schedule.
• Communicate directly with agencies, clients, internal teams, and outside vendors on campaigns.
• Develop and maintain strong working relationships with local markets.
• Identify opportunities within campaigns to improve delivery, optimise performance, and grow spend.
• Manage internal IO and media plan reviews and approvals.
• Identify workflow inefficiencies and provide solutions to the appropriate channel.
• Participate in programs or special task force teams outside of day-to-day responsibilities to benefit the organisation.

Skills & Qualifications

• Proven track record in client and stakeholder management with demonstrated success working with cross-functional teams.
• Experience navigating the full tactical process from initial RFP and media planning through campaign wrap and billing.
• Understanding of IO terms and conditions, media channels, KPIs, and campaign timelines.
• Understanding of ad products and capabilities, including data, video, social, and new products.
• Understanding of production processes, timelines, and local market nuances.
• Proficiency in technical aspects of the role, including tech specs, tags, and basic AdOps functionality.
• Proficiency in Excel, Google Sheets, Google Slides, Word, and Keynote.
• Familiarity with internal systems, processes, and best practices with the ability to troubleshoot independently.
• Strong attention to detail with the ability to monitor, analyse, and optimise multiple concurrent campaigns.
• Excellent organisational, time management, and communication skills, both written and verbal.
• Ability to interpret and forecast client needs and clearly convey recommendations and watch-outs.
• Critical thinker who evaluates roadblocks with solutions in mind and embraces change flexibly.
• Collaborative, approachable, and empathetic team player, adaptable to different work styles and cultures.
• Confident, accountable communicator able to work independently and under pressure.

Embedded within the Client Services team, the Client Service Account Manager functions as the primary liaison between an independent system operator and Market Participants, enabling smooth power market operations, issue resolution, and regulatory compliance. Reporting to Client Services leadership, this role applies deep knowledge of competitive electric markets to build trusted relationships and guide participants through wholesale, retail, and financial settlement processes.

Core Functions

• Establish, maintain, and enhance effective business relationships with assigned Market Participants.
• Facilitate and demonstrate leadership in resolving day-to-day operating issues on behalf of clients.
• Advise and assist Market Participants in meeting registration and qualification requirements.
• Develop, grow, and apply knowledge of ERCOT market protocols, operations, and business functions as an effective liaison.
• Develop account plans to identify and execute tasks aligned with each Market Participant's needs.
• Guide communication between Market Participants and ERCOT departments, promoting interdepartmental working relationships and mutual team goals.
• Identify, contribute to the design of, and deliver market education and training to Market Participants.
• Apply and give guidance on ERCOT protocols and business procedures consistently under strict confidentiality.
• Participate actively in and assist with projects and process improvements to resolve Market Participants' business issues.
• Coordinate and facilitate stakeholder processes to support ERCOT and Market Participants.
• Assist in creating and maintaining documentation, procedures, and training materials for Client Services personnel.
• Serve as a mentor to less experienced co-workers in Client Services.

Education & Experience

• Bachelor's degree in Business, Accounting, Computer Science, Engineering, or a related field, or equivalent combination of education and experience.
• Minimum 2 years of related work experience in excess of degree requirements (Level 2); minimum 5 years for Senior Level.
• Minimum 2 years of experience in the electric utility industry (Level 2); minimum 5 years for Senior Level.
• Advanced understanding of competitive electric markets and the operation of an interconnected transmission and distribution system.
• Good analytical and business planning skills.
• Excellent written and verbal communication skills with many diverse customers and influencers.
• Good team player, able to work independently and be self-motivated.
• Willing to support and encourage team members to achieve high standards in professionalism, client interaction, and personal development.
• Good computer skills in MS Word, Excel, Outlook, and PowerPoint.

A key member of the Client Services department, the Client Service Account Manager ensures timely, defect-free order fulfillment by serving as the central communication bridge between customers, content providers, and internal production teams. Collaborating across operations, fulfillment, and management stakeholders, this role requires sufficient technical depth to triage mastering and distribution issues while managing high-volume delivery schedules.

Day-to-Day Responsibilities

• Provide day-to-day customer support with a focus on excellent service and satisfaction.
• Manage order management and delivery communications, including regular account status reports and missing asset reports.
• Work with third-party Content Providers and Customers to ensure assets and files are received on time and in compliance with policies.
• Communicate expected delivery dates via internal systems entry and email/verbal communication for special cases.
• Identify late or at-risk titles daily and proactively escalate to the Content Operations team, monitoring resolution and delivery.
• Coordinate with internal operations teams to ensure on-time delivery of all customer orders, setting priorities per production schedules.
• Notify internal stakeholders of client workflow changes, new provider onboarding requests, delivery delays, and programming changes, escalating quickly to management.
• Create Proformas and request POs from customers.
• Work with Fulfilment to ensure all assets required to process and manage orders are in place, escalating if fulfilment is at risk.
• Coordinate asset acquisition with Content Providers and third-party labs for on-time delivery of all titles in a customer's schedule.
• Advise customers and alert Content Providers of any content at risk of missing its start date prior to the due date.
• Monitor and reconcile schedule accuracy, working with clients to ensure dates are correct.
• Understand and apply appropriate rate cards to orders.

Qualifications & Experience

• High School Diploma or GED required.
• Minimum 3 years of experience in a customer service-based role.
• Customer service experience at an entertainment or media company strongly preferred.
• Experience managing high volumes of orders in a fast-paced team environment across multiple locations and time zones.
• Proven ability to design processes from the ground up to support evolving business needs.
• Ability to effectively document processes, designs, and data flows.
• Strong verbal and written communication skills.
• Strong interpersonal skills with the ability to engage different cultures and perspectives.
• Highly organised with strong attention to detail and ability to manage multiple priorities independently.
• Ability to work under pressure, within tight deadlines, and with flexibility for extended hours or weekends.
• Positive, service-oriented personality with the ability to learn and process information quickly.

As the Client Service Account Manager covering Europe and Africa, this role drives customer retention and growth by delivering expert on-site support, training, and workflow integration for a global financial data and analytics platform. Working closely with Sales and Client Development Managers, the Client Service Account Manager acts as a subject-matter expert and voice-of-the-customer advocate across a diverse, international territory.

Primary Duties

• Support customers and Sales in post-sale activities to enhance the customer experience.
• Act as primary liaison between the business unit and customers on hardware/software configuration, product installation, and data definition, mapping, and integration.
• Provide proactive and reactive customer training via on-site visits, WebEx, phone, or email to drive satisfaction and retention.
• Action top-tier escalations for all supported products and services with appropriate follow-up.
• Monitor, collect, and report knowledge from customer interactions into CRM for future reference.
• Prepare for customer visits through company research, training document preparation, and liaison with Sales teams.
• Interact with third-party vendors through joint on-site visits, mutual training, and customer support.
• Attend management, Sales, and Editorial meetings to present information and maintain interdepartmental communication.
• Identify and pass on upsell/cross-sell opportunities to respective Sales colleagues.
• Collect, report, and act on Voice of the Customer feedback and recommend process improvements.
• Serve as Subject-Matter-Expert in one of the following areas: Management, Customer Needs, Technology, or Training.
• Manage and deliver special projects assigned by leadership for the benefit of Customer Support teams.

Professional Experience

• Experience in customer service and complex problem-solving to assist clients.
• Experience in face-to-face and virtual training with individuals at all levels.
• Experience with CRM systems for recording transactions and reporting metrics.
• Proven ability to train people at all levels.
• Knowledge of hardware/software configuration, product installation, and data integration.
• Technical knowledge to support and train on relevant products and services, including setting up internet and wireless connections.
• Proficiency in Microsoft Office packages.
• Computer literacy with the ability to learn customer service software applications.
• Ability to analyze processes and procedures, identify necessary changes, and gain commitment from stakeholders.
• Proven ability to work independently and collaboratively under pressure and with short lead times.
• Ability to prioritize workload and schedule trips and training sessions using strong organizational and time management skills.
• Exceptional listening, written, and oral communication skills across all staff levels.
• Ability to influence individuals at all levels and provide justified opinions.
• Fluency in an additional European language is desirable.