Senior Account Manager

Location: London EC1A

Contract: Permanent, full time

Hours: 37.5 hours per week

Shifts: Monday-Friday between 08:00-16:30 (flexible)

Break: 1 hour lunch, unpaid

Work model: Fully onsite during probation; hybrid thereafter (min. 3 office days per week, TBC).

Williams Lea seeks a Senior Account Manager to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, over 7,000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations. 

Purpose of the Role:

The Senior Account Manager (SAM) is responsible for the profitability, service delivery, and client relationship management of a key EMEA Presentations and Creative Services account. Working closely with the Senior Account Director, you will lead day-to-day operations, manage resources across onshore and offshore teams, ensure high-quality service delivery, and drive continuous improvement to meet and exceed client expectations.

This role requires a commercially minded and strategic professional who can build strong client relationships, identify growth opportunities, and lead high-performing teams. You will proactively resolve issues, deliver exceptional client experiences, support business development, and champion best practices to ensure operational excellence and long-term account success.

Key Responsibilities:

· Oversee delivery of EMEA Presentations & Creative Services, ensuring contractual and client requirements are met.

· Build and maintain strong client relationships, delivering high levels of customer satisfaction.

· Lead account governance, service reviews, reporting, and strategic account planning.

· Identify opportunities for account growth, additional services, and revenue generation.

· Develop trusted relationships with key client and internal stakeholders.

Operations & Service Delivery

· Ensure consistent delivery of high-quality services against agreed SLAs and KPIs.

· Manage workloads, resources, and project deadlines across teams.

· Drive continuous improvement, innovation, and operational best practices.

· Proactively identify, escalate, and resolve client and operational issues.

· Analyse performance data and implement improvements to enhance service delivery.

People Management

· Lead, coach, and develop a high-performing client services team.

· Manage performance reviews, appraisals, training, and development plans.

· Provide direction and support to production teams to achieve service objectives.

· Act as a senior escalation point for team and client issues.

· Foster a collaborative, positive culture while leading by example.

Client Relationship Building

· Build trusted relationships with senior client stakeholders.

· Develop a strong understanding of client business goals, challenges, and priorities.

· Manage client expectations and deliver solutions that exceed requirements.

· Promote Williams Lea's wider capabilities and identify cross-selling opportunities.

· Partner with global and cross-functional teams to strengthen and expand client services.

Account Management

· Partner with global account and production teams to deliver seamless client service.

· Own client reporting, ensuring accuracy, transparency, and timely communication.

· Lead strategic client initiatives, delivering solutions aligned to business objectives.

· Promote Williams Lea’s wider capabilities and identify opportunities to enhance client value.

· Work closely with internal stakeholders to drive operational efficiency and account success.

Financial Management

· P&L management monthly, working with the Finance Manager to ensure all costs are allocated correctly and revenue is reported accurately.

· Working with Senior Account Director and Finance Manager to grow the revenue and gross profit of the account.

· Work with clients to understand any budgets they have for certain periods or projects, providing innovative solutions where possible, to enable Williams Lea to support them within any budget constraints.

· Guide team to ensure end-to-end financial control of projects is in place and adhered to constantly.

Required Skills & Experience:

· Proven experience in account management within Presentations, Creative Services, Document Production, or a similar client-facing environment.

· Strong understanding of Financial Services, Professional Services, or Legal sector clients.

· Excellent communication, stakeholder management, and relationship-building skills.

· Commercially aware with experience managing budgets, profitability, and business growth opportunities.

· Proficient in Microsoft 365 with strong organisational and workload management skills.

· Confident people leader with experience managing, developing, and engaging high-performing teams.

· Strategic thinker with strong problem-solving, decision-making, and analytical skills.

· Client-focused with the ability to manage multiple priorities in a fast-paced environment.

· Collaborative, proactive, and resilient, with the ability to remain composed under pressure.

· Entrepreneurial mindset with a focus on continuous improvement, innovation, and business development.

Using AI in your application

We’re happy for you to use AI tools to research us, polish your cv/cover letter, and practice interviews. Please make sure everything you submit reflects your authentic skills and experience.

To keep things fair, please don’t use AI to invent or exaggerate achievements, complete assessments (unless we say it’s allowed), or to generate live interview answers.

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

• 25 days holiday, plus bank holidays (pro-rata for part time roles)
• Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
• Life Assurance
• Private Medical Insurance
• Dental Insurance
• Health Assessments
• Cycle-to-work scheme
• Discounted gym memberships
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

Equality and Diversity

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at [email protected](we do not accept applications to this email address).

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