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

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