Client Solutions Manager
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Job Description
Client Solutions Manager leading multi-program client portfolios for Mosaic, a sales and marketing agency. Growing pilots and seasonal engagements into profitable, ongoing brand programs.
Responsibilities:
- Serve as the senior day-to-day client lead across multiple concurrent programs, building trusted relationships from kickoff through renewal
- Run regular client meetings covering program status, new initiatives, and problem solving
- Translate client priorities into actionable field execution plans and hold programs accountable for delivery
- Act as first escalation point for program issues and drive solutions
- Develop and present growth cases for converting temporary, seasonal, and pilot programs into ongoing continuity programs
- Identify and sell incremental growth, including added headcount, markets, channels, services, or initiatives
- Deliver results, executive reporting, and ROI narratives supporting renewal and expansion decisions
- Support renewal strategy, SOW development, and commercial terms
- Oversee execution across portfolio programs against client expectations and contractual commitments
- Build and maintain reusable playbooks, SOPs, and process frameworks for rapid program spin-up and wind-down
- Manage program logistics, vendors, and internal shared services
- Collaborate across the Acosta Group agency network and with external vendors and partner agencies
- Manage field leaders, including hiring, development, performance management, and succession planning
- Lead field labor and staffing strategy and design flexible staffing models
- Develop and manage scorecards, dashboards, and KPIs
- Own operational and financial performance; build and manage budgets and review client invoicing
- Identify margin improvement opportunities
- Track KPIs and produce weekly and monthly client reporting
- Develop executive summaries and insights reports
- Build standard reporting frameworks, KPI structures, templates, and dashboards
- Consult on new business presentations, pricing, and program design for opportunities typically $2MM and under
- Contribute portfolio learnings, staffing models, and playbook frameworks to new business pursuits
Requirements:
- 5+ years of account management, client service, or program management experience in an agency, retail, field marketing, or outsourced sales environment
- Success managing multiple concurrent programs or clients with competing priorities
- P&L or program budget ownership, with a track record of delivering goals profitably
- People management experience, including field leadership or multi-market field teams
- Success growing client engagements (upsells, renewals, expansions, or pilot-to-ongoing conversions) strongly preferred
- Experience collaborating across sister agencies, partner agencies, and external vendors, and building processes or playbooks that others can execute
- Strong client communication skills with excellent verbal, written, and presentation abilities
- Superior organizational skills and follow-through; comfortable with ambiguity in fast-moving environments
- Proficiency in Excel/Sheets, Word/Docs, and PowerPoint/Slides
- Bachelor's degree in Business, Marketing, Communications, or equivalent experience preferred
- Must be available to work flexible hours, which may include evenings and/or weekends at times
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