Client Service Manager

Passio Communications; Ernakulam; On-site; INR 550,000 - 900,000; Full time

Job summary

Passio Communications is seeking a strategic Account Manager to lead client relationships, manage concurrent projects, and drive agency growth.

You will bridge client business goals with our creative and execution teams, ensuring timely delivery, proactive problem-solving, and strong documentation of communications across multiple clients.

Responsibilities

• Maintain strong, solution-oriented relationships with multiple clients simultaneously.
• Present agency credentials effectively and leverage them to win client confidence.
• Ensure timely response and proactive problem-solving for all client queries/requests.
• Maintain proper documentation of client communication and archive for reference.
• Identify upselling and cross-selling opportunities with existing clients and share leads with the Business Development team.
• Collaborate with creative and strategy teams to package new service offerings and pilots.
• Support in preparing case studies, credentials decks, and success stories for new business pitches.
• Conduct industry and competitor research to understand clients' business environment.
• Provide actionable insights and support in building strategies aligned with client objectives.
• Translate client briefs into clear, specific, and actionable items for internal teams.
• Coordinate with creative, planning, design, content, and execution teams to ensure timely delivery.
• Follow up internally to ensure jobs are delivered as per timelines and quality standards.
• Prepare accurate estimates and obtain client approvals.
• Ensure billing, invoicing, and collections are done on time.
• Track project budgets to avoid overruns.

Job description

We are seeking a strategic, solution-driven Account Manager to lead client relationships, manage concurrent projects, and drive agency growth. You will act as the crucial bridge between client business goals and our internal creative and execution teams.

Key Responsibilities

1. Client Relationship Management

• Maintain strong, solution-oriented relationships with multiple clients simultaneously.
• Present agency credentials effectively and leverage them to win client confidence.
• Ensure timely response and proactive problem-solving for all client queries/requests.
• Maintain proper documentation of client communication and archive for reference.

2. Business Development

• Internal: Identify upselling and cross-selling opportunities with existing clients. Spot potential leads through industry connects, events, and referrals, and share them with the Business Development team.
• External: Collaborate with the creative and strategy teams to package new service offerings and pilot internal initiatives that can be pitched to clients. Contribute ideas for agency growth, partnerships, and networking opportunities.
• Support in preparing case studies, credentials decks, and success stories for new business pitches.

3.Strategic Understanding & Research

• Conduct industry and competitor research to understand clients business environment.
• Provide actionable insights and support in building strategies aligned with client objectives.
• Translate client briefs into clear, specific, and actionable items for internal teams.

4. Project Coordination & Delivery

• Coordinate with creative, planning, design, content, and execution teams to ensure timely delivery.
• Follow up internally to ensure jobs are delivered as per committed timelines and quality standards.

5.Financial Management

• Prepare accurate estimates and obtain client approvals.
• Ensure billing, invoicing, and collections are done on time.
• Track project budgets to avoid overruns.