Client Engagement Manager

Unleash your potential and join the team redefining the future of administration!

Job Role: Client Engagement Manager

Location: Edinburgh Head Office (hybrid with 1 day at home per week)

Hours of work: 37.5 hours per week, Monday-Friday, core hours 10:00-16:30

Salary: competitive

Who We Are 

At SmartPA, we don’t just support businesses – we transform them. 

Our mission is bold and ambitious: to revolutionise administrative and PA support by combining cutting-edge technology, innovative strategies, and human expertise. Trusted by global leaders across industries like tech, automotive and retail (like Google and ITV), we deliver tailored solutions that enhance efficiency and add real value. 

We’re dynamic, client-focused and creative – no two days are the same! As we continue our rapid growth, this is your chance to join us on our journey to becoming the most optimised administrative organisation in the world. 

If you’re ready to challenge the status quo, create meaningful impact, and shape the future of business support, we want to hear from you!

What You’ll Do 

The Client Engagement Manager is a key driver of SmartPA’s growth, owning relationships that directly generate revenue and expand our client base. You’ll take charge of the entire client journey – from the first conversation and seamless onboarding, to proactive account management that keeps clients engaged, satisfied, and confident in our partnership. Acting as both trusted advisor and strategic partner, you’ll strengthen long-term relationships, help clients get the most from our services, and identify opportunities to deliver even greater value. Your work will not only enhance the client experience but also play a pivotal role in achieving our growth ambitions.

Sales, Strategy & Execution

• Develop and execute SME sales strategies to exceed revenue targets.
• Manage the sales pipeline, ensuring timely lead follow-up and conversion.
• Collaborate with marketing to optimise lead generation and conversion.
• Conduct market research to understand customer needs and competition.
• Sell the full scope of SmartPA services, tailoring solutions to client needs.

Onboarding & Client Success

• Design and oversee a smooth onboarding process for SME clients.
• Model best practice and ensure the SmartPA onboarding experience is consistently delivered.

Client Relationship Management

• Act as the main contact for SME clients, building strong, lasting relationships.
• Conduct account reviews to assess satisfaction, resolve issues, and identify growth opportunities.
• Track and use client data to enhance the experience and support service delivery.
• Identify upsell and cross-sell opportunities to add value to client businesses.

Data-Driven Decisions

• Monitor performance, satisfaction, and sales metrics using analytics.
• Provide regular reports and actionable insights to senior management.
• Streamline processes and optimise operational efficiency.

Collaboration & Reporting

• Partner with service delivery, marketing, and finance teams to align strategies and goals.
• Support client retention and lifetime value strategies.
• Deliver accurate weekly, monthly, and quarterly reports.
• Track and manage departmental risks and issues.
• Continuously improve processes and frameworks.

Future Leadership Opportunity

While this role currently has no direct people management responsibilities, you will be responsible for building the Client Engagement function and laying the groundwork for a high-performing team. As the department grows, you will take on the recruitment, development, and management of a small team, shaping its culture, performance, and direction.

About You 

You’re not just here to manage clients – you’re here to build something exceptional. You thrive on creating structure, spotting opportunities, and turning great relationships into lasting partnerships. You’re commercially driven but genuinely care about delivering value for clients.

Here’s what we’re looking for:

• A proven track record in consultative B2B sales and account management, with success in growing client accounts and securing new business.
• A self-starter who enjoys the challenge of building a function.
• Exceptional communication skills, able to turn client needs into tailored, impactful solutions.
• A positive, proactive mindset with the resilience to thrive in a fast-paced, ambitious environment.
• A passion for delivering a standout client experience, from first contact through to long-term relationship building.

What You’ll Need 

Essential:

• Demonstrable experience in B2B sales and account management.
• A consultative approach to client engagement, with a focus on understanding needs and delivering value.
• Proven ability to manage the end-to-end client journey – from initial enquiry and onboarding through to account reviews and growth opportunities.

Desirable:

• People management experience or clear leadership potential – ready to take on a team in the future.
• Experience within the BPO market or similar service-led industries.

What’s in It for You? 

At SmartPA, we believe in rewarding talent and supporting your growth: 

• Competitive Salary: Reflecting your skills and contributions. 
• Yearly Bonuses: Performance-based rewards for you and your team. 
• Flexibility: Whether you prefer a hybrid model or require remote work due to your location, we’re open to discuss options that work for you! 
• Flexitime Initiative: Work when you’re most productive, with core hours from 10:00–16:30. 
• 33 Days Holiday: Time off to recharge and be your best. 
• Growth Opportunities: Learn, grow and advance your career in a rapidly expanding company. 

Ready to Redefine What’s Possible? 

If you’re excited to drive meaningful change, deliver exceptional solutions, and shape the future of administration, we’d love to hear from you. 

Apply now and take the next step in your journey with SmartPA. 

Please note that offers are subject to satisfactory background checks and references.