Omnicom Media UK
Client Success Account Manager
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About Us
KINESSO is the technology-driven performance marketing agency that sits at the very heart of IPG Mediabrands, providing actionable growth for both our agency partners and clients. We turn 'action' into 'outcome' for our clients, leveraging our unique capabilities in optimization, analytics, AI, and experimentation. KINESSO has brought together the collective power of what was formerly Matterkind, Reprise, and Kinesso under one collective entity that will serve as the most powerful delivery engine in the industry. We have extensive offerings spanning performance marketing and data and technology. Fuelled by a deep understanding of consumer behaviour, we offer an end-to-end engine of planning and optimization while also delivering on data-driven strategy for social platforms, actionable growth in e-commerce, and creating curated marketplaces specific to each client's function and needs. The company has more than 6,000 employees operating in more than 60 countries. Learn more at www.KINESSO.com
Role Summary
The role of the Client Success Account Manager is focused on strengthening client retention and supporting the sustainable growth of assigned accounts. You will act as a key day-to-day client contact, building trusted relationships and ensuring clients receive a proactive, professional, and high-quality service.
You will independently manage smaller and mid-sized accounts, while supporting Account Directors and Business Directors on larger, more complex relationships. Working closely with internal channel and craft teams, you will oversee the delivery of cross-channel activity, ensuring projects are well managed, campaigns are delivered to plan, and clients are kept consistently informed of progress, performance, and next steps.
You will have a strong understanding of the digital channels we work across and be confident interpreting performance, identifying opportunities, and contributing to client strategies and plans. You will be expected to turn data and channel insight into clear recommendations, working with specialists to ensure activity is optimized against agreed objectives.
Alongside client service and delivery, you will play an active role in identifying opportunities to develop your accounts. This includes developing an understanding of clients’ wider business challenges, staying informed of our broader service offering, and working with senior account leads to identify relevant cross-sell and up-sell opportunities.
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You will be highly organized, commercially aware, and collaborative, taking ownership of the quality of account documentation, reporting, project processes, and client communications. You will also help motivate and coordinate internal teams, ensuring activity is delivered efficiently and to a consistently high standard.
Responsibilities
Digital Expertise
- Develop a strong working knowledge of the digital channels we work across, including PPC, SEO, Affiliates, Social, and Programmatic, and stay up to date with relevant industry news, trends, and developments.
- Build confidence in interpreting cross-channel performance and understanding how channels work together to achieve client objectives.
- Develop full working knowledge of key reporting, analytics, and tracking tools, alongside strong Excel and PowerPoint skills.
- Communicate digital performance, opportunities, and recommendations clearly and confidently to both internal teams and clients.
- Contribute to the development of cross-channel strategies, plans, and performance narratives.
- Proactively seek opportunities to improve ways of working, both internally and with clients.
Account / Client Management
- Take day-to-day ownership of assigned client accounts, ensuring all activity is delivered in line with agreed plans, targets, timelines, and budgets.
- Build strong, trusted relationships with day-to-day client contacts through regular formal and informal communication.
- Work with channel teams to ensure that:
- Campaign and project timelines, cost estimates, schedules, and forecasts are accurately developed, communicated, and adhered to.
- Activity is set up, monitored, and optimized in line with briefs, best practice, and agreed performance targets.
- Reporting is accurate, insightful, and delivered on time.
- Risks, blockers, and opportunities are identified early and escalated appropriately.
- Coordinate internal teams and manage project workflows to support smooth, efficient delivery across all planned activity.
- Prepare and contribute to cross-channel strategies, client plans, performance reviews, and quarterly business reviews.
- Analyse results and work with channel specialists to develop clear, actionable recommendations based on performance learnings.
- Produce high-quality client-facing presentations and documentation in line with business brand and customer-service guidelines.
- Develop and distribute accurate contact reports, meeting minutes, status reports, and action trackers.
- Keep clients and internal account teams informed of account activity, project progress, key decisions, and next steps.
- Support account forecasting, budget tracking, and commercial planning, escalating issues or risks to senior account leads where appropriate.
- Identify potential cross-sell and up-sell opportunities, collaborating with senior leads and relevant specialists to develop them.
- Support new-business activity where appropriate, including research, proposal development, and pitch preparation.
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Innovation & Initiative
- Bring a proactive, solution-focused mindset to client challenges, identifying opportunities to improve performance, processes, and ways of working.
- Contribute ideas and informed opinions on clients’ businesses, our services, and the wider digital landscape.
- Develop a strong understanding of each client’s business, products, services, customers, competitors, and industry environment.
- Work closely with channel specialists and Strategy/Insights teams to identify client challenges and develop relevant solutions.
- Stay alert to new platform features, partner products, industry trends, and innovation that could positively impact client KPIs.
- Support the development of relevant industry updates, thought leadership, and points of view for clients.
- Demonstrate growing commercial awareness, including an understanding of account scope, profitability, budgets, and contractual commitments, while working with senior leads on more complex commercial matters.
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