Senior Account Manager

Our Values

As a company, we strive and act together in our ambition to make a positive impact for the people and brands we serve, we do everything with kindness and respect at the core. ‘We Strive’, ‘Acting Together’, ‘With Kindness’ are the values that guide us.

About Client Services at Greenpark

We are different to a lot of traditional network agencies. We are independent and growing. There is more of a commercial mindset needed in Client Services here than some agencies, but the role is still also focused on delivering great work and great relationships with clients.

Good Client Service and account management at Greenpark is still about being the drivers and lifeblood of how we run our client work and join the dots on workstreams to deliver the best work, that performs well, makes our clients happy and maintains and builds on strong commercial principles.

We aren’t perfect and we’ll make mistakes – but we’ll learn from them, work together and always find a way to drive things forward. In Client Service here we are:

- Hands up and hands in – offering support and diving in to fix things

- Radiators not drains - we bring energy and clarity, not noise and confusion

- Action and solution orientated

- Drivers not passengers

- Meticulous checkers and on the detail

- Sponges of information

- Over deliverers (balancing that with under-selling in appropriate measures)

- Open to give our point of view and opinion

- Kind, not nice: we give constructive feedback to improve others, and take the same constructive feedback

to improve ourselves and the environment we work in

- Thick skinned and warm hearted

- A team

About the role

This role description outlines the core responsibilities of a Senior Account Manager (SAM) at Greenpark. However, a job description should not be viewed as a fixed set of boundaries. In a business like ours, we encourage proactive thinking, collaboration, and contribution beyond defined responsibilities.

The Senior Account Manager plays a vital role within the Client Services team, driving client partnership, strategic delivery and contributing to account growth across assigned accounts and projects. As the day-to-day lead, you are developing your strategic influence whilst maintaining strong client relationships and delivery oversight.

What you’ll do

Client Communications

• Actively lead weekly status calls, ensuring comprehensive notes are taken, consolidated across the internal team, and promptly shared with the client after each meeting.
• Respond to all client emails in a timely manner, proactively discussing any channel-specific issues with the relevant delivery teams.
• Take ownership of day-to-day communication with the client, addressing issues or concerns directly and effectively, including managing expectations on timelines (with support from the PM) and delivering feedback clearly and concisely.
• Collaborate closely with the CS Lead to manage communications around new opportunities, channel expansions, and strategic direction, always working as one team to achieve shared outcomes.
• Proactively keep your CS Lead informed of all key client updates, emerging issues, and decisions made, ensuring alignment and enabling them to support you effectively.

Client Relationships

• Build and maintain strong working relationships with assigned client contacts, ensuring regular contact beyond formal meetings and taking a genuine interest in clients as individuals.
• Open conversations by asking about their day, week, or weekend rather than jumping straight into work, allowing you to listen, understand their concerns, identify successes, and uncover stressors where Greenpark could assist.
• Be curious about what success means for your clients in their day-to-day role and within the Greenpark partnership, identifying opportunities to bring added value to the relationship.

Strategic Thinking

• Act as a Strategic Navigator, collaborating with the CS Lead and Strategy team to support the development of robust strategies that directly meet clients' objectives and KPIs, requiring a deep understanding of the client's business context.
• Support the CS Lead in extracting the right information from the client to inform clear briefs, including aligning with the Strategy team during briefing sessions and rigorously reviewing the Better Brief Checklist to ensure briefs are usable and actionable.
• Contribute to strategic discussions by identifying what's performing well and where budget should be allocated, highlighting underperforming areas and recommending controllable improvements, supported by data, analytical insights, and market trends.
• Identify when performance is affected by client-side issues and work with clients to adjust targets accordingly, helping them understand the impact.
• Progress from supporting the CS Lead and Strategy team in executing strategy to contributing to its development, building your understanding of how individual strategies align with the client's wider business objectives.
• Adapt your analytical and strategic approach to meet both client needs and internal team dynamics, driving the best outcomes for clients and Greenpark.

Forecasting & KPIs

• Develop your understanding of how success is defined and measured across your accounts, working closely with your CS Lead and relevant department specialists.
• Contribute to the creation of clear KPIs from client objectives, ensuring they are reflected in briefs, reporting, and campaign reviews by asking the right questions and building confidence in forecasting and performance tracking.
• Interpret KPIs to understand what good performance looks like, identify underperformance, and recognise when action or escalation is required.
• Look beyond the numbers to understand the wider business context and communicate insights in a way that drives action.

Finance

• Support the CS Lead in ensuring the 4MF is up to date ahead of the weekly meeting.
• Work with the PM team to maintain budget and invoice trackers for each client, updating them at the end of each month to ensure accurate financial records.
• Ensure all client purchase order numbers are received before month-end to support efficient billing.
• Liaise with Finance on any client billing issues, such as late payments, and notify them when monthly billing has been completed.

Team Development & Culture

• Support and mentor junior team members and new starters on assigned accounts, providing guidance, feedback, and contributing to their development.
• Share and present client work and updates with the Client Services team and, where relevant, the wider agency.
• Actively seek feedback and guidance from your CS Lead and senior colleagues, demonstrating a commitment to continuous learning and development.
• Contribute positively to a team culture that reflects Greenpark's values.

Performance, Personal Development & Success Measures

• Maintain high standards of client service and responsiveness across assigned accounts.
• Build strong client relationships and generate positive client feedback.
• Ensure accurate and timely account administration, forecasting, and financial management.
• Contribute to account strategy and identify growth opportunities.
• Effectively mentor and support more junior team members.
• Make a positive contribution to the Client Services team's culture and collaboration.
• Continue developing expertise in account management, strategic thinking, and client advisory skills.
• Demonstrate Greenpark's core values:

About you

• 2-3 years experience, ideally within a digital or social or network agency
• Working knowledge of Digital, Search and Social channels
• Strong interest in digital media, AI, paid and owned content, social and influencer marketing, with examples to demonstrate
• Highly organised with strong attention to detail and reliable follow-through
• Confident communicator, both written and verbal, with a professional and positive approach. Being able to work with clients from different backgrounds/ cultures
• Collaborative team player who remains calm, curious and solution-oriented under pressure
• Proactive, self-starter mindset with the curiosity and drive to take ownership and make things happen (we’ll support your development)
• You live & breathe Greenpark's core value of We Strive, Acting Together With Kindness. Championing openness, respect, innovation, and teamwork so that every interaction, both internally and externally, reflects our commitment to our values.