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Client Engagement Manager

At Keywords, we are using our passion for games, technology and media to create a global services platform for video

games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

The Client Engagement Manager is part of our Global Organization supporting the Service Line, reporting to the Service Line Director. Ideally based in one of our Studios but with extensive travel expected, she/he is a key member within the team, responsible for securing new clients and cross selling to existing clients.

Key Responsibilities and Activities

• Responsible for Service Line revenue target
• Develop a sales strategy for the Service Line, with Client Partners and Sales representatives, that meets the Service Line targets
• Collaborate closely with the Service Line Director and all SL team members to ensure revenues and margin targets are met and opportunities are maximized
• Drive individual sales effort to key customers of the Service Line (working in conjunction with Client Partners and Sales team)
• Manage and grow a team of Solutions Managers and Marketing specialists, to act as the subject matter experts on capacities, pricing, solutions, RFPs and final negotiations
• Ensure deals signed by all Studios are compatible with revenue and margin targets, within the given operational constraints
• Ensure Service Line revenue forecasting is accurate and up-to-date, reporting on key metrics through monthly and quarterly reports
• As a trusted advisor, manage Service Line Client interactions to ensure existing Client revenue is safeguarded and long lasting strong relationships are maintained.

• Promote the SL service across media and events in coordination with the Corporate Marketing and the staff in charge of the SL Marketing.

Requirements

Technical Competencies

• 10+ years experience in international games or technical services industries
• Degree or Masters in business, sales, marketing or other related field (or equivalent in experience).
• Proven experience in successfully managing Customer Support Clients
• Strong understanding of the components of successful client relationships
• Strong experience in successfully delivering client-centric solutions
• Networking and Relationship building with the ability to successfully deal with large multinational clients up to C-Level
• Understanding of business models and key metrics for companies in the games and interactive media industries
• Deep understanding of market trends, competitor activities, industry dynamics and customer evolution
• Capacity to research and perform data analyses
• Track record of delivering increased revenue per client
• Ability to present at Executives by creating PPT and other type of presentations
• High proficiency with Excel and at least one BI tool
• Superb written and verbal communication skills in English
• High competency with SalesForce.com

Behavioural Skills

• Creative and innovative thinking
• Strong negotiating skills
• Positive approach to problem solving and to team working
• Energy and stress management
• Strong interpersonal and presentation skills, along with the ability to communicate effectively with others at all levels of the organization
• Accountability and dependability with the ability to work independently and as part of a team
• High attention to detail and ability to deliver under pressure and to deadlines
• Excellence in listening and negotiation
• Availability to build relationships with people in different time zones
• Willingness to travel as required.

Benefits

Group Pension Scheme

BUPA Healthcare Scheme

Life Assurance Scheme

Cycle to Work Scheme

IT Scheme