Client Account Manager

PSM recruitment Ltd; Orpington; On-site; GBP 28,000 - 32,000; Full time

Job summary

PSM Recruitment Ltd in Orpington is seeking an experienced Client Services Account Manager to deliver high-quality service and project management across a portfolio of clients. You will liaise with internal teams and third-party suppliers to ensure smooth delivery of Direct Mail and Fulfilment campaigns.

The role emphasizes client relationships, proactive account management, and growth opportunities through renewals and upsells, with salaries £28k–£32k, and a collaborative team culture.

Qualifications

• 2-5 years in account management, customer success, or similar client-facing roles.
• Strong communication skills (written and verbal).
• Proficient with CRM tools and reporting/analytics.
• Able to manage multiple priorities and work cross-functionally.
• Knowledge of ISO standards, postal services, and the print industry is advantageous.
• Project management experience is a plus.

Responsibilities

• Act as the primary contact for assigned clients and build long-term relationships.
• Conduct regular check-ins and ensure client satisfaction.
• Understand client goals and align our services to support them.
• Work with internal teams (operations, product, finance, technical) to meet client needs.
• Oversee project timelines, deliverables, and SLAs.
• Handle queries, escalations, and onboarding for new accounts.
• Spot opportunities for renewals, upsells, and add-on services.
• Support account strategy, proposals, and performance reviews (e.g., QBRs).
• Assist with contract cycles and pricing discussions.
• Monitor account health, engagement, and usage metrics.
• Prepare regular client reports and identify risks or churn indicators.
• Take proactive steps to resolve issues.
• Maintain accurate CRM records.
• Support invoicing processes with operations and finance teams.
• Document client communication and actions clearly.

Skills

Strong communication

CRM proficiency

Multitasking

Account management experience

Analytical mindset

Tools

Reporting tools

Job description

PSM Recruitment are seeking an experienced Client Services Account Manager to join a highly successful company based in Orpington. As part of their growing Client Services team, you will play a key role in delivering high-quality service and project management and support to a portfolio of valued clients. You will be proactive, have initiative, resourcefulness, and eager to learn, bringing a 'can-do' mindset and positive energy that aligns with their team culture.

Primary responsibilities will include managing from inception to completion for Direct Mail and Fulfilment campaigns, whilst liaising with the relevant departments, departmental managers and third-party suppliers where applicable ensuring exceptional service delivery for each project as well as identifying opportunities to grow and retain accounts.

The successful candidate will report directly to the Client Services Relationship Manager and work within a small but dedicated team of Account Managers.

This role requires strong communication skills, project coordination abilities, and a customer-first mindset. The role is ideal for someone who thrives in a fast-paced, quality-driven environment and enjoys building strong client relationships servicing a portfolio of clients to an exceptional standard.

Key Responsibilities

Client Management

• Act as the primary contact for assigned clients and build long-term relationships.
• Conduct regular check-ins and ensure client satisfaction.
• Understand client goals and align our services to support them.

Service Delivery & Coordination

• Work with internal teams (operations, product, finance, technical) to meet client needs.
• Oversee project timelines, deliverables, and SLAs.
• Handle queries, escalations, and onboarding for new accounts.

Account Growth

• Spot opportunities for renewals, upsells, and add-on services.
• Support account strategy, proposals, and performance reviews (e.g., QBRs).
• Assist with contract cycles and pricing discussions.

Reporting & Analysis

• Monitor account health, engagement, and usage metrics.
• Prepare regular client reports and identify risks or churn indicators.
• Take proactive steps to resolve issues.

Administration

• Maintain accurate CRM records.
• Support invoicing processes with operations and finance teams.
• Document client communication and actions clearly.

Experience & Skills

• 2-5 years in account management, customer success, or similar client-facing roles.
• Strong communication skills (written and verbal).
• Proficient with CRM tools and reporting/analytics.
• Able to manage multiple priorities and work cross-functionally.
• Knowledge of ISO standards, postal services, and the print industry is advantageous.
• Project management experience is a plus.

Core Competencies

• Strong client relationship-building and meeting leadership.
• Excellent organisation, prioritisation, and task management.
• Analytical mindset with ability to interpret data and identify trends.
• Strategic thinking with a commercial, growth-focused approach.
• Resilient, detail-oriented, and adaptable with a customer-first mindset.

Salary: £28,000 - £32,000 per annum