Senior Account Manager

Account Manager
Location: NP44 3AB \| Full\-time in Office
Department: Client Services
Reports to: Head of Services
Level: Senior

Join One of the UK's Fastest Growing Performance Marketing Agencies!
Mamba Marketing is a dynamic and innovative marketing services provider, committed to helping businesses grow through cutting\-edge marketing strategies.
About the Role
We’re looking for an experienced Account Manager to join our Client Services team and take ownership of a portfolio of clients from onboarding through to long\-term retention and growth.This is a relationship\-led, commercially focused role. You’ll be responsible for making sure clients receive a consistently high level of service, understand the value we provide, and have a clear reason to continue working with us.You’ll manage a portfolio of approximately 20–25 clients, acting as their main point of contact and working closely with our internal teams to ensure accounts are set up correctly, managed effectively and continually developed.A key part of the role will be identifying opportunities to grow existing client accounts. You won’t be responsible for closing those opportunities yourself, your role is to understand the client, spot the opportunity and pass qualified opportunities to our Sales team to progress.
Key Responsibilities
Client Management \& Retention

• Own a portfolio of approximately 20 \- 25 clients


• Build strong, trusted relationships with clients and become a genuine partner to their business


• Maintain regular communication and ensure clients are receiving the level of service expected


• Proactively identify and address potential issues before they become retention risks


• Understand each client's objectives, challenges and commercial priorities


• Take ownership of client satisfaction and retention throughout the relationship


• Manage difficult conversations and resolve issues professionally and confidently


• Understand when additional internal support or escalation is required

Onboarding \& Account Setup

• Take ownership of the client journey from initial handover through to successful onboarding


• Ensure all relevant information, expectations and requirements are clearly understood


• Coordinate with internal teams to ensure accounts are set up correctly and ready to launch


• Set clear expectations around communication, deliverables and ongoing account management


• Ensure the transition from onboarding into ongoing account management is seamless

Account Development \& Upsell Opportunities

• Develop a strong understanding of each client's business and identify opportunities where Mamba can provide additional value


• Proactively identify potential upsell, cross\-sell and service expansion opportunities


• Understand the commercial opportunity rather than simply waiting for clients to ask for more


• Qualify opportunities and pass them to the Sales team with the relevant context


• Work collaboratively with Sales to support opportunities through to completion where appropriate


• Maintain awareness of the wider services Mamba offers and how they could benefit existing clients

Internal Account Management

• Work closely with Paid Media, Social, Email, Creative and other internal teams to ensure clients receive a joined\-up service


• Ensure client feedback and requirements are communicated clearly internally


• Challenge internal teams where necessary to ensure the client's needs are being met


• Maintain strong knowledge of client performance, activity and current priorities


• Ensure actions and commitments are followed through

What Success Looks Like
This isn't a role built around hitting a long list of traditional CSM KPIs.
Success means:

• Clients stay with us


• Clients trust us


• Clients see the value in what we do


• Potential growth opportunities are identified and passed to Sales


• Clients are onboarded smoothly and receive a consistently high standard of service


• Issues are identified and dealt with proactively rather than reactively


• The client relationship continues to develop over time

You should naturally be thinking:*“What does this client need next, and how can we help them achieve it?*
*”*Progression \& Development We want this to be a role where high performers can genuinely progress.At senior level, we're looking for people who want to take ownership, have confidence in their ability and aren't afraid to make things happen.
Progression could include:

• Increased responsibility across larger or more strategically important clients


• Ownership of key client relationships


• Mentoring and developing other Account Managers


• Taking responsibility for elements of the wider Client Services function

We want progression to be scalable and based on impact, ownership, commercial contribution and leadership, rather than simply time served.

About You
We're looking for someone who:

• Has previous experience in Account Management, Customer Success, Client Services or a similar client\-facing role


• Is confident managing multiple clients and competing priorities


• Builds strong relationships naturally


• Is commercially aware and comfortable identifying opportunities to grow accounts


• Has excellent communication skills, both written and verbal


• Can have difficult conversations without damaging the client relationship


• Is proactive rather than reactive


• Takes ownership rather than waiting to be told what to do


• Is confident enough to challenge clients and internal teams when necessary


• Can understand a client's wider business rather than focusing solely on individual tasks


• Has a strong sense of accountability and follows things through


• Is ambitious and wants a clear route to progression

The Personality We're Looking ForThis is a role for someone with confidence and presence.We want someone who can walk into a client conversation and command the room with confidence, not arrogance. Someone who can build genuine relationships, confidently explain their position, challenge when necessary and make clients feel that they're in safe hands.You should have the bravado to pursue opportunities, the commercial awareness to know when an upsell makes sense, and the judgement to know when the right thing to do is to focus on delivering value.

What We Offer

• Competitive salary based on experience


• Commission on qualifying upsell opportunities, commercial contribution is directly rewarded


• Clear progression opportunities


• Scalable responsibility as you develop


• Senior\-level ownership and autonomy


• Regular development and coaching


• The opportunity to work across a broad range of clients and industries


• The opportunity to help shape and develop our Client Services function


• Modern office environment


• Company events and team incentives


• Free on\-site parking

Pay: £28,000\.00\-£34,500\.00 per year

Benefits:

• Company events


• Free parking


• On\-site parking

Work Location: In person

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