Client Portfolio Manager UKI

at  Astound Commerce

ABOUT ASTOUND DIGITAL

At Astound Digital, we are pioneers in the digital landscape, dedicated to transforming how the world interacts with technology, data, and creativity. Our role as trusted advisors in the digital landscape empowers the world’s most innovative brands with frictionless, end-to-end customer experiences.
We are known for our comprehensive solutions, proven expertise, and collaborative, nimble approach that instills confidence in our clients. Join us to navigate and lead in the ever-changing digital world, where your impact will extend beyond the ordinary.

YOUR SKILLS AND QUALIFICATIONS

• Bachelor’s degree preferred; Master’s degree plus
• 5+ years of project/account relationship management experience
• Extensive knowledge in Adobe
• Extensive knowledge in program management, operations management, eCommerce and staff management
• Extensive knowledge in ecommerce platforms
• Extensive knowledge of highly-professional CRM in an ecommerce environment
• Significant experience with MS Office and Google Suite
• Significant experience with CRM software (e.g Salesforce)
• Significant experience with SaaS deployment and its supporting architecture
• Significant experience with Atlassian tools (e.g. Confluence and JIRA)

DON’T FEEL LIKE 100% QUALIFIED?

From experience we know: We could still be a great match! We’d be glad if you give us a try.

PURPOSE

As a Client Portfolio Manager, you build and nurture strong client relationships, ensuring the success and satisfaction of our clients. You serve as a trusted advisor, collaborating with clients to identify and meet their needs, drive retention, and help them achieve their business goals.

IN THIS ROLE YOU’LL GET TO BE A PART OF:

Successful Delivery
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- Own all aspects of the client’s program (budget, scope, schedule, quality, etc.)
- Establish and maintain program management practices that support consistently successful solution development and deployments
- Establish the governance of the program and implement Astound’s processes and best practice
- Maintain Green account and project health - across client satisfaction, timeline, budget and overall status
- Manage multiple delivery streams and clients, including the full project lifecycle from project initiation, requirements gathering, implementation, go-live and beyond
- Perform Primary Manager role for Project Managers, Scrum Masters, Product Owners
- Lead cross-functional teams, including product owners, architects, engineers, and quality assurance, to achieve client and Astound goals within expected timeline, budget and quality
- Conduct steering and governance meetings to identify and address project risks
- Address client concerns and issues promptly, seeking effective solutions
- Communication and Reporting. Maintain clear and consistent communication with clients, providing regular updates and performance reports

Financial Accountability

• Manage the financial aspects of client accounts, including budgeting, forecasting, and profitability
• Successfully delivering the project per the approved budget and margin. Track ‘as sold’ margin vs delivered margin
• Data Analysis. Utilize data to measure and assess client success metrics

Client Satisfaction

• Lead cross-functional teams, including Solutions, Sales and Marketing to deliver on client commitments
• Foster strong and lasting relationships with clients, becoming a trusted point of contact
• Act as the voice of the client within the organization, advocating for their needs and priorities
• Proactively engage with clients to prevent issues and anticipate their needs
• Promote client advocacy and loyalty, driving referrals and positive testimonials (e.g. Astound CSAT and SF CSAT)

Retention

• Successfully renew existing engagements with increased rates and improved profitability

Existing Client Growth

• Develop tailored client growth strategies including identifying potential value, creating the business case, and developing the solution to implement the strategy. Make data-driven decisions to optimize client success strategies
• Plan, lead and execute client business planning sessions focused on business objective alignment, growth strategies development and opportunity identification
• Identify upsell and cross-sell opportunities to drive revenue growth and expand the client portfolio; Support Client Partner(s) in closing upsell and cross sell opportunities sourced by the Client Partner
• Develop tailored growth plans for clients to achieve their objectives
• Continuously monitor progress, identify opportunities for improvement, and adapt strategies accordingly