POSITION SUMMARY

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WHAT YOU'LL DO

Agency Team Support

• Manage contract creation, including add-user requests and renewals
• Perform initial qualification of inbound leads (categorising as A/B/C where company size is unspecified)
• Provide cover for the Agency team during annual leave — responding to client queries, handling support tickets, and processing add-user contracts, renewals, and quotes
• Run and distribute the weekly catch-up call report for team meetings
• Create catch-up scheduling for newly assigned accounts in CRM
• Assign new business (NB) accounts to Agency reps, updating both Implementation systems and CRM
• Flag NDA requests or contract amendments requiring CLM/legal review
• Act as first point of triage for support cases, directing to the relevant team
• Support manual CRM data updates as needed
• Produce manual reports (e.g. Indeed report to identify media opportunities)
• Log manual catch-up calls in CRM where automated Biz Ops processes haven't completed on time

Key Account Support

• Support the Key Account Director on support and reporting tasks for the largest key accounts
• Join client meetings to capture and drive follow-up actions
• Conduct monthly and quarterly reporting as required
• Bring curiosity and a technical mindset to key account issues — going the extra mile to carry out initial investigation into a client problem before escalating or looping in the wider team
• Build a solid understanding of accounts and how they are set up, using this knowledge to help diagnose and resolve issues

Finance

• Chase outstanding Direct Debit (DD) mandates on behalf of finance/sales
• Create monthly CRM opportunities for clients with User Level Review activated, based on finance reports, and generate corresponding invoices
• Track payment status of Broadbean (BB) invoices; create and distribute payment reports and monthly summaries to Account Managers to reduce payment delays

Implementation

• Update CRM and internal database for all Agency renewals
• Create change requests for the Agency team
• Create Statements of Work (SOWs) for simple-workflow NB and AM accounts

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WHAT YOU'LL NEED

• Highly organised and detail-driven, with the ability to manage multiple recurring workflows accurately
• Takes initiative and ownership — proactively identifies issues and solves them rather than waiting to be told
• Able to work within established processes but knows when to think beyond them to get the right result for the client
• Strong communication skills, both written and verbal
• Curious and technically minded, with a willingness to dig into the detail of a client issue rather than simply passing it on
• Proficient in MS Word, Excel, and PowerPoint
• Experience with CRM systems (Salesforce or other) desirable
• Familiarity with contract/CLM processes and basic legal escalation triggers
• Comfortable working across sales, finance, implementation, and key account stakeholders
• Confident joining client-facing meetings and managing follow-up actions

What Success Looks Like

• Contracts and renewals processed accurately and on time
• CRM data kept current across accounts, opportunities, and catch-ups
• Reduced payment delays through proactive invoice tracking
• Agency team fully covered during absences with no drop in client service
• Key account reporting delivered on schedule with clear, actionable follow-ups
• Support cases triaged quickly with minimal misrouting
• Judgement used to resolve issues in ways that serve the client outcome, not just the checklist

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