POSITION SUMMARY

This role provides operational and administrative support to the Agency sales team, bridging day-to-day account management, finance processes, and implementation workflows. The successful candidate will keep contracts, CRM data, and reporting accurate and up to date, freeing the Agency team to focus on client relationships and revenue growth. While established processes are in place, we're looking for someone who can work beyond them where needed — using initiative and judgement to get the right outcome for clients, not just to complete the task.

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WHAT YOU'LL DO

Agency Team Support

• Manage contract creation, including add-user requests and renewals
• Perform initial qualification of inbound leads (categorising as A/B/C where company size is unspecified)
• Provide cover for the Agency team during annual leave — responding to client queries, handling support tickets, and processing add-user contracts, renewals, and quotes
• Run and distribute the weekly catch-up call report for team meetings
• Create catch-up scheduling for newly assigned accounts in CRM
• Assign new business (NB) accounts to Agency reps, updating both Implementation systems and CRM
• Flag NDA requests or contract amendments requiring CLM/legal review
• Act as first point of triage for support cases, directing to the relevant team
• Support manual CRM data updates as needed
• Produce manual reports (e.g. Indeed report to identify media opportunities)
• Log manual catch-up calls in CRM where automated Biz Ops processes haven't completed on time

Key Account Support

• Support the Key Account Director on support and reporting tasks for the largest key accounts
• Join client meetings to capture and drive follow-up actions
• Conduct monthly and quarterly reporting as required
• Bring curiosity and a technical mindset to key account issues — going the extra mile to carry out initial investigation into a client problem before escalating or looping in the wider team
• Build a solid understanding of accounts and how they are set up, using this knowledge to help diagnose and resolve issues

Finance

• Chase outstanding Direct Debit (DD) mandates on behalf of finance/sales
• Create monthly CRM opportunities for clients with User Level Review activated, based on finance reports, and generate corresponding invoices
• Track payment status of Broadbean (BB) invoices; create and distribute payment reports and monthly summaries to Account Managers to reduce payment delays

Implementation

• Update CRM and internal database for all Agency renewals
• Create change requests for the Agency team
• Create Statements of Work (SOWs) for simple-workflow NB and AM accounts

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WHAT YOU'LL NEED

• Highly organised and detail-driven, with the ability to manage multiple recurring workflows accurately
• Takes initiative and ownership — proactively identifies issues and solves them rather than waiting to be told
• Able to work within established processes but knows when to think beyond them to get the right result for the client
• Strong communication skills, both written and verbal
• Curious and technically minded, with a willingness to dig into the detail of a client issue rather than simply passing it on
• Proficient in MS Word, Excel, and PowerPoint
• Experience with CRM systems (Salesforce or other) desirable
• Familiarity with contract/CLM processes and basic legal escalation triggers
• Comfortable working across sales, finance, implementation, and key account stakeholders
• Confident joining client-facing meetings and managing follow-up actions

What Success Looks Like

• Contracts and renewals processed accurately and on time
• CRM data kept current across accounts, opportunities, and catch-ups
• Reduced payment delays through proactive invoice tracking
• Agency team fully covered during absences with no drop in client service
• Key account reporting delivered on schedule with clear, actionable follow-ups
• Support cases triaged quickly with minimal misrouting
• Judgement used to resolve issues in ways that serve the client outcome, not just the checklist

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