Senior Client Portfolio Manager (m/w/d)

About Astound Digital 

At Astound Digital, we are pioneers in the digital landscape, dedicated to transforming how the world interacts with technology, data, and creativity. Our role as trusted advisors in the digital landscape empowers the world’s most innovative brands with frictionless, end-to-end customer experiences.
We are known for our comprehensive solutions, proven expertise, and collaborative, nimble approach that instills confidence in our clients. Join us to navigate and lead in the ever-changing digital world, where your impact will extend beyond the ordinary.

Job Purpose

As a Client Portfolio Manager, you build and nurture strong client relationships, ensuring the success and satisfaction of our clients. You serve as a trusted advisor, collaborating with clients to identify and meet their needs, drive retention, and help them achieve their business goals.

In this role you’ll get to

1. Successful Delivery 
   1. Own all aspects of the client’s program (budget, scope, schedule, quality, etc.)
   2. Manage multiple delivery streams and clients, including the full project lifecycle from project initiation, requirements gathering, implementation, go-live and beyond
   3. Perform Primary Manager role for Project Managers, Scrum Masters, Product Owners
   4. Lead cross-functional teams, including product owners, architects, engineers, and quality assurance, to achieve client and Astound goals within expected timeline, budget and quality
   5. Conduct steering and governance meetings to identify and address project risks 
   6. Address client concerns and issues promptly, seeking effective solutions
   7. Communication and Reporting. Maintain clear and consistent communication with clients, providing regular updates and performance reports
   8. Financial Accountability and Data Analysis. Utilize data to measure and assess client success metrics (e.g. Did we achieve the stated KPIs? Are there opportunities for improvement?
2. Client Satisfaction
   1. Lead cross-functional teams, including Solutions, Sales and Marketing to deliver on client commitments
   2. Foster strong and lasting relationships with clients, becoming a trusted point of contact 
   3. Act as the voice of the client within the organization, advocating for their needs and priorities
   4. Proactively engage with clients to prevent issues and anticipate their needs
   5. Promote client advocacy and loyalty, driving referrals and positive testimonials (e.g. Astound CSAT and SF CSAT)
3. Retention
   1. Support Client Partner in ensuring existing engagements are renewed with increased rates and improved profitability 
4. Existing Client Growth
   1. Support Client Partner(s) in planning and execution of client business planning sessions focused on business objective alignment, growth strategies development and opportunity identification
   2. Support Client Partner(s) in identification of upsell and cross-sell opportunities to drive revenue growth and expand the client portfolio
   3. Support Client Partner(s) in the development of tailored growth plans for clients to achieve their objectives
   4. Continuously monitor progress, identify opportunities for improvement, and adapt strategies accordingly

Your skills and qualifications

• Bachelor’s degree preferred; Master’s degree plus
• 5 - 10 years of project/account relationship management experience
• Extensive knowledge in program management, operations management, eCommerce and staff management
• Extensive knowledge in ecommerce platforms
• Extensive knowledge of highly-professional CRM in an ecommerce environment
• Significant experience with MS Office and Google Suite
• Significant experience with CRM software (e.g Salesforce)
• Significant experience with SaaS deployment and its supporting architecture
• Significant experience with Atlassian tools (e.g. Confluence and JIRA)
• German and English highly proficient in both spoken and written

What we offer in return

• Off-the-Charts Career Growth: Сlear career path and a performance review system, career coaching, training and certifications, mentoring and knowledge sharing
• Well-being Is Top Priority: Parental leave, paid time off, comprehensive health and medical plans
• Real Work-Life Balance: Remote, in-office, or hybrid working modes; flexible hours; work-life balance support on every stage and level
• Culture of Success: Culture of collaboration that encourages innovation every step of the way; 20 offices spanning four continents bring diverse perspectives that drive tangible results for our clients worldwide

Don't feel like 100% qualified? From experience we know: We could still be a great match! We'd be glad if you give us a try.

Why work for Astound Digital?

Whether you’re working directly with our world-renowned clients or with your Astound colleagues from around the globe, you will shape the future of digital commerce, using emerging technologies and innovative approaches. 

Grow your career with Astound Digital, and discover exciting opportunities while doing the work you love!

#LI-VK1