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Studio Science is looking for a Senior Client Experience Manager with proven success in managing complex digital projects.

Senior Client Experience Manager

Studio Science is looking for a Senior Client Experience Manager with proven success in managing complex digital projects.

This newly created role is designed to accelerate the agency’s recent growth, and we invite applications from individuals who have experience overseeing the smooth production of all work — from briefing researchers, strategists, designers, and developers, to managing client relationships and the delivery of successful outcomes.

Our ideal candidate will:

  • Be a liaison, managing projects with the client’s needs in mind to keep the relationship healthy
  • Lean on your deep client services experience to drive effective decision-making on complex issues of scope, design, and process
  • Be a troubleshooter, looking for bottlenecks, information silos, and potential roadblocks all while ensuring the team follows established workflows 
  • Demonstrate flexibility and adaptability to changing scenarios and environments by applying appropriate project management frameworks to suit the client and engagement
  • Demonstrate empathy, experience, and confidence managing digital projects with complex scope and multiple executive stakeholders
  • Partner with our practice area experts to create, guide, and communicate a holistic project plan that achieves the goals of Studio Science, client stakeholders, and third party vendors creating alignment and driving convergent implementation

Responsibilities

  • Overarching: Leading, shaping, and managing the overall high-level experience that all clients have with their project teams
  • Serve as the primary point of contact for clients
  • Establish communication plan for clients
  • Facilitate all communication with multiple, cross-organizational contacts within the client organization
  • Lead kick-off and status meetings with clients
  • Record decisions, next steps, and notes during client meetings/calls and follow up with a written summary after each meeting/call
  • Facilitate both formal and informal (ad-hoc) status check-ins with clients
  • Partner with the Director(s) to identify opportunities, challenges, and potential roadblocks
  • Follow up post-engagement with clients for post-project review, etc.
  • Deliver timely, tailored communication for various audiences: creative and technical teams, product managers, marketing partners, and C-level executives
  • Create, guide, and communicate the holistic (Studio Science, client, 3rd party) project plan and goals to create alignment and drive convergent implementation
  • Encourage sustainable flow for your team while focusing on key client objectives
  • Regularly visit your clients, usually 1-3 days per month, up to 20% of the time during kickoff or launch periods
  • Engage directly with clients managing the account details, project scope, and working relationship

Requirements

  • 5+ years professional experience within Account Management, Project Management, and/or Operations (preferably in the Professional Services sector)
  • Excellent partnership building/maintaining skills
  • Previous experience working with creative and technical teams and an ability to translate and communicate industry terms to others in order to meet their needs
  • Proven ability to work in a fast-paced, deadline driven environment while managing multiple projects at any given time
  • Ability to make informed, strategic decisions under pressure
  • Ability to foster a positive and energetic work environment
  • Exceptional work ethic and a team player
  • Excellent communication skills with ability to communicate effectively in visual, verbal, and written form to teams, clients and leadership
  • Work on-site in downtown Indianapolis, Indiana
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