Client Relationship Manager

About Smart Studio
Smart Studio is an innovative content creation studio producing powerful stories that cross market boundaries and connect audiences with brands, products, and ideas. We craft a top-of-the-line range of audio and video content tailored to every brand’s identity.

We are not your everyday production company. We are a collective of creators, visionaries, and innovators committed to using creativity to change the world for the better. Through storytelling, we transform imagination into impact.

Job Profile

The Relationship Manager is responsible for nurturing strong client relationships, ensuring high-quality service delivery, and unlocking business growth through upselling and cross-selling across the company’s subsidiaries. Working under the guidance of the Director of Operations, the Relationship Manager will act as the key link between clients and internal teams, ensuring seamless execution of projects, addressing client needs, and driving long-term value.

This is a strategic client-facing role that requires a proactive, commercially minded professional with a proven ability to identify growth opportunities, foster trust, and ensure that Smart Codes consistently delivers superior services in line with client expectations.

Key Responsibilities

1. Client Relationship Management

• Serve as the primary point of contact for assigned clients, ensuring effective communication and trust-building.
• Understand client business objectives and align company solutions to address their evolving needs.
• Manage client expectations and resolve issues proactively, escalating where necessary.

2. Service Delivery Support

• Work closely with the Director of Operations and operations teams to ensure services are delivered on time, within scope, and at quality standards.
• Monitor service delivery progress and client feedback, reporting on performance metrics.
• Ensure seamless client onboarding, contract adherence, and service-level agreement (SLA) compliance.

3. Business Growth – Upselling & Cross-Selling

• Identify opportunities to upsell existing services and cross-sell solutions from other subsidiaries.
• Collaborate with Business Directors and Subsidiary Heads to present integrated service offerings to clients.
• Drive revenue growth from existing accounts by achieving agreed sales and growth targets.

4. Strategic Partnership Building

• Support the Head of Subsidiary in fostering client partnerships that lead to long-term collaboration.
• Build networks within client organizations to uncover new business opportunities.
• Represent the company in client meetings, presentations, and relevant industry events.

5. Reporting & Performance Tracking

• Maintain accurate records of client interactions, pipeline opportunities, and account growth.
• Provide regular reports to the Head of Subsidiary/Director of Operations on client performance and account development.
• Track KPIs related to client satisfaction, revenue growth, and service delivery.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Minimum 2 years of professional experience, ideally within operations or service delivery, working closely with the Director of Operations or a similar function.
• Proven experience in client relationship management with measurable achievements.
• Strong commercial acumen with a track record of upselling/cross-selling.
• Excellent communication, presentation, and interpersonal skills.
• Strong organizational skills with the ability to manage multiple client accounts.

Core Competencies

• Client-focused mindset with strong problem-solving ability.
• Ability to identify and execute upselling and cross-selling opportunities.
• Strong collaboration skills with internal teams and external stakeholders.
• Proactive, resilient, and results-driven.
• Effective communicator with strong negotiation skills.
• Adaptability and ability to work in fast-paced environments.