Client Services Account Manager

Psm Recruitment; Orpington; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading recruitment firm based in Orpington is seeking an experienced Client Services Account Manager. The role involves managing client relationships, ensuring service delivery, and identifying growth opportunities for assigned accounts. Ideal candidates should have strong communication skills, project management experience, and a customer-first mindset. This is a full-time position offering an annual salary of £28,000 - £32,000.

Qualifications

• 25 years in account management, customer success or similar client-facing roles.
• Able to manage multiple priorities and work cross-functionally.
• Knowledge of ISO standards, postal services and the print industry is advantageous.

Responsibilities

• Act as the primary contact for assigned clients and build long-term relationships.
• Oversee project timelines, deliverables and SLAs.
• Monitor account health, engagement and usage metrics.

Skills

Customer Service

Account Management

Client Relationships

Strong communication skills

Analytical mindset

Tools

CRM tools

Job description

Job Description

PSM Recruitment is 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

• 25 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.

Key Skills

• Customer Service
• Client Expectations
• Client Requirements
• Client Support
• Action Plans
• Issue Resolution
• Account Management
• Client Relationships
• Service Delivery
• Client Service
• Client Satisfaction
• Client Management
• Procedures
• Service Level Agreements
• New Clients

Salary

28,000 - 32,000 per annum

Employment Type

Full‑Time

Required Experience

Manager