Senior Client Management Specialist

Start date: Immediate

Salary: $70,000 - $80,000 annually 

Location: New York, NY, Washington, D.C., Boston, MA, Miami, FL, Seattle, WA, San Francisco, CA, San Diego, CA, Los Angeles, CA

ABOUT ORCHESTRA

Orchestra is a strategic communications and marketing company built for today’s complex and fragmented world. From decoding audiences to designing bold strategies, Orchestra integrates people, platforms, and stories that stick to help clients build lasting influence. The company offers programs that span from the highest level strategic business counsel through to tactical execution. Orchestra brings together 700+ people with experience across consumer and lifestyle, technology, nonprofit and philanthropy, real estate, sports, travel, hospitality, and more. Made up of leading firms BerlinRosen, Civitas Public Affairs Group, Derris, Glen Echo Group, Inkhouse, M18, Message Lab, Onward and Small Girls PR. It also launched Brightmode, a talent acquisition firm for communications professionals, and Versus Media Group, a strategy-first political media team. Learn more at www.orchestraco.com.

People of all backgrounds and abilities are strongly encouraged to apply. Orchestra is committed to building and maintaining a diverse staff, and recognizes that its continued success depends on hiring and retaining high-quality creative professionals with a variety of backgrounds and experiences. Opportunities for advancement exist, and we are committed to helping all staff develop and grow.

ABOUT THE ROLE

Orchestra is seeking a Client Management Specialist to support the execution of the firm’s core client management initiatives and strengthen the systems, processes and tools that power our Client Management function. This role is central to scaling Client Management at Orchestra and will serve as a key operational partner to leadership. 

The Specialist will be responsible for translating Client Management priorities, data and stakeholder needs into actionable processes, reporting tools, trainings, and resources that help teams manage and grow client relationships, as well as effectively retain client relationships. It ensures that the systems, trainings, and processes that support client retention and growth are executed consistently and effectively. 

This is an ideal opportunity for a highly organized, process-oriented and systems-minded operator who thrives in fast-moving environments, is comfortable managing up, and enjoys working across multiple stakeholders with competing priorities.

Role location: This role will ideally be hybrid in one of our offices (New York, NY, Washington, D.C., Boston, MA, Miami, FL, Seattle, WA, San Francisco, CA, San Diego, CA, Los Angeles, CA), or can be fully remote in the U.S. for the right candidate.

ACCOUNTABILITIES AND QUALIFICATIONS

As a Specialist on the Client Management team, you will:

• Partner closely with client management leaders to translate strategic priorities into scalable processes, systems, tools and actionable plans 
• Collaborate cross-functionally across Operations, Finance, Culture, and client-facing teams to design and improve Client Management workflows, reporting and operating processes 
• Own and project manage key client management priorities including client leadership model adoption, internal trainings, and cross-sell and growth readiness efforts
• Identify opportunities gaps and opportunities for automation, standardization and improvement; simplify workflows, improve clarity, and reduce rework
• Manage and prioritize multiple workstreams, balancing urgent requests with longer-term projects
• Help drive change management initiatives by supporting adoption of new processes and ways of working
• Leverage data and feedback to identify trends and recommend actionable improvements to Client Management programs and processes 
• Own and manage specific processes, programs, or internal initiatives end-to-end
• Help enforce core Client Management processes (inputs, timelines, ownership), escalating gaps as needed to ensure consistency and follow-through
• Support intake, triage, and prioritization of Client Management requests to ensure focus on the highest-impact work
• Prepare briefings, summaries, and materials for executive and cross-functional meetings to enable faster, more effective decision-making
• Support planning and execution of high-visibility internal and external events (e.g., trainings, conferences), as needed

Essential skills

• 4-6 years of experience in operations, project management, agency, startup, campaign, or similarly fast-paced environments
• At least 2 years of direct experience managing business development or campaign planning processes within an agency setting 
• Strong stakeholder management skills and comfort working with senior leaders
• Excellent project management skills, with the ability to prioritize workstreams and track progress across multiple stakeholders
• Experience building and maintaining workflows, dashboards, or reporting in Asana or comparable project management platforms 
• Proven ability to manage multiple projects simultaneously, work efficiently under pressure, and meet deadlines with high attention to detail
• Ability to take initiative, manage up, maintain confidentiality, and exercise sound judgment
• Strong judgment and comfort handling sensitive information

Preferred Skills 

• Experience with HubSpot and NetSuite (or similar CRM and ERP platforms) 
• Data visualization skills and working proficiency in Power BI or Tableau 
• Familiarity with Zendesk or other ticketing/intake systems
• A background supporting system implementations, integrations, process automation or data/reporting initiatives in partnership with technical teams

WORKING AT ORCHESTRA

Salary range (commensurate with experience and skills): $70,000 - $80,000