Permanent employee,
Full-time
· Edinburgh, Head Office
Job Description
Who We Are At SmartPA, we don’t just support businesses – we transform them. Our mission is bold and ambitious: to revolutionise administrative and PA support by combining cutting-edge technology, innovative strategies, and human expertise. Trusted by global leaders across industries like tech, automotive and retail (like Google and ITV), we deliver tailored solutions that enhance efficiency and add real value. We’re dynamic, client-focused and creative – no two days are the same! As we continue our rapid growth, this is your chance to join us on our journey to becoming the most optimised administrative organisation in the world.
If you’re ready to challenge the status quo, create meaningful impact, and shape the future of business support, we want to hear from you!
Unleash your potential and join the team redefining the future of administration!
Key Responsibilities and Skills
What You'll do
The Client Engagement Manager is a key driver of SmartPA’s growth, responsible for strengthening and expanding relationships with our existing clients. You’ll own our client journey – from seamless onboarding through to proactive account management – ensuring clients remain engaged, satisfied, and confident in our partnership. Acting as both trusted advisor and strategic partner, you’ll identify opportunities to add value through upselling and cross-selling, helping clients get the most from our services while supporting SmartPA’s wider growth ambitions.
Client Growth, Strategy & Execution
Develop and execute client engagement strategies that maximise retention, upselling, and cross-selling opportunities.
Proactively manage client accounts, identifying evolving needs and aligning SmartPA solutions to deliver added value.
Collaborate with Marketing to create tailored campaigns that support client growth and promote additional services.
Conduct ongoing client and market research to anticipate trends and ensure our offering remains competitive and relevant.
Deliver consultative conversations with clients to showcase the full scope of SmartPA services, deepening relationships and driving incremental revenue.
Onboarding & Client Success
Design and oversee a smooth onboarding process for SME clients.
Model best practice and ensure the SmartPA onboarding experience is consistently delivered.
Client Relationship Management
Act as the main contact for SME clients, building strong, lasting relationships.
Conduct account reviews to assess satisfaction, resolve issues, and identify growth opportunities.
Track and use client data to enhance the experience and support service delivery.
Identify upsell and cross-sell opportunities to add value to client businesses.
Data-Driven Decisions
Monitor performance, satisfaction, and sales metrics using analytics.
Provide regular reports and actionable insights to senior management.
Streamline processes and optimise operational efficiency.
Collaboration & Reporting
Partner with service delivery, marketing, and finance teams to align strategies and goals.
Support client retention and lifetime value strategies.
Deliver accurate weekly, monthly, and quarterly reports.
Track and manage departmental risks and issues.
Continuously improve processes and frameworks.
Future Leadership Opportunity While this role currently has no direct people management responsibilities, you will be responsible for building the Client Engagement function and laying the groundwork for a high-performing team. As the department grows, you will take on the recruitment, development, and management of a small team, shaping its culture, performance, and direction.
Skills
About You You’re not just here to manage clients – you’re here to build something exceptional. You thrive on creating structure, spotting opportunities, and turning great relationships into lasting partnerships. You’re commercially driven but genuinely care about delivering value for clients.
Here’s what we’re looking for:
A proven track record in account management, with success in growing client accounts and securing new business.
A self-starter who enjoys the challenge of building a function.
Exceptional communication skills, able to turn client needs into tailored, impactful solutions.
A positive, proactive mindset with the resilience to thrive in a fast-paced, ambitious environment.
A passion for delivering a standout client experience, from first contact through to long-term relationship building.
Experience
What You’ll Need Essential:
Demonstrable experience account management.
A consultative approach to client engagement, with a focus on understanding needs and delivering value.
Proven ability to manage the end-to-end client journey – from initial enquiry and onboarding through to account reviews and growth opportunities.
Desirable:
People management experience or clear leadership potential – ready to take on a team in the future.
Experience within the BPO market or similar service-led industries.
At SmartPA we provide industry leading administrative and businesses support services to organisations across the globe. Through our knowledge and experience, we aim to teach the true value of EA and secretarial services as a fundamental support function in every business, providing access to the world’s largest talent pool, whilst raising standards and inspiring growth across our marketplace.
We offer a variety of opportunities to work with and within SmartPA from free training to becoming a fully fledged Partner. The Partnership provides a unique opportunity for Partners to run their own home based business, delivering SmartPA's world-class back office services.
Whether you want flexible working hours, increased income, better work-life balance or minimised childcare costs, SmartPA enables you to achieve your goals
Thank you for your interest in SmartPA, please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to careers@smart-pa.com.
