Account manager (Government)
Salary Range:£35,000-£45,000
Position summary
The account manager serves as the primary point of contact for clients within our pod-based delivery model, building strong, trusted relationships and identifying growth opportunities across our portfolio of government accounts.
This role demands exceptional relationship-building skills, strong commercial acumen, and a deep understanding of the distinct needs and challenges faced by government departments. The account manager supports government clients on projects with an average value of £250k and an average duration of 8 months, with a particular focus on securing and delivering larger contracts lasting over 12 months.
Working closely with the pod lead, the account manager ensures client satisfaction and delivery excellence while driving long-term account growth and retention.
Key responsibilities
Client relationship management
* Serve as primary client point of contact for day-to-day matters
* Develop strong, trusted relationships with key client stakeholders
* Maintain regular client communications and progress updates
* Proactively address client concerns and feedback
* Facilitate clear communication between client and delivery team
* Organise and lead client meetings and review sessions
* Ensure consistent client service experience and satisfaction
Account growth
* Identify growth opportunities within existing client accounts
* Recognise client needs that could be addressed by additional services
* Work with pod lead and consultants to develop account growth strategies
* Support the development of proposals for expanded work
* Track and report on account performance and growth
* Build relationships across client organisations to expand reach
* Identify opportunities for longer-term contracts and retainer work
Client needs analysis
* Develop deep understanding of client needs and challenges
* Stay informed of client industry trends and competitive landscape
* Anticipate client requirements and proactively offer solutions
* Gather and analyse client feedback to improve service delivery
* Translate client needs into clear briefs for the delivery team
* Ensure client objectives are clearly understood by all team members
* Support strategic planning for client accounts
Delivery coordination
* Work alongside pod lead to ensure client satisfaction with deliverables
* Coordinate client input and feedback on project work
* Facilitate client reviews and approvals of deliverables
* Ensure client expectations are properly managed throughout projects
* Support the pod lead in resolving delivery issues
* Input and manage client interaction through StreamTime and CRM systems
* Collaborate via Canny's systems (SharePoint, etc.)
Commercial management
* Monitor account profitability and financial performance
* Support contract and scope management
* Identify and help resolve scope creep issues
* Assist with budget tracking and financial reporting
* Support invoicing and financial processes
* Help maintain accurate records of client work and agreements
* Contribute to forecasting and pipeline management
Reporting structure
* Reports to Client Success Manager for line management, Delivery Lead in the meantime.
* Works closely with pod lead for delivery coordination
Note: Some account managers may work across multiple pods depending on client portfolio, or we may have multiple client managers within a pod.
Qualifications & experience
Required
* Exceptional technical project management skills applied across a portfolio of clients
* Experience in managing complex government projects (8 – 12-month duration)
* Minimum 3-5 years of experience in client or account management
* Proven track record of building strong client relationships
* Experience identifying and securing growth opportunities within accounts
* Strong communication and interpersonal skills
* Commercial awareness and business acumen
* Ability to understand and anticipate client needs
* Problem-solving skills and proactive approach to client service
* Degree in business, marketing, communications, or related field
Preferred
* Agency or consultancy experience
* Knowledge of specific sector (government or industry depending on pod)
* Experience with CRM systems and account planning
* Understanding of communications, marketing, or PR deliverables
* Project management experience
* Negotiation and influencing skills
* Experience working in a pod or matrix team structure
Key competencies
* Client relationship building and management
* Commercial awareness and business development
* Strategic thinking and planning
* Communication and interpersonal skills
* Problem-solving and conflict resolution
* Negotiation and influencing
* Organisation and time management
* Emotional intelligence and empathy
* Adaptability and resilience
* Collaboration and teamwork
* Industry and market awareness
* Professional conduct and ethics
Success criteria
The successful account manager will build strong, trusted relationships with government clients that drive high satisfaction, retention, and account growth. They will demonstrate a deep understanding of the unique needs and challenges of working with government departments and clearly communicate these to the delivery team, ensuring alignment between client expectations and project outcomes.
Their commercial awareness will contribute to profitable, sustainable client relationships and support new business opportunities within the government sector. By balancing client advocacy with agency needs, and fostering close collaboration between clients and the pod, they will create mutually beneficial partnerships that deliver long-term value.
Additional opportunities
Experienced account managers may have the opportunity to:
* Take on larger, more complex client accounts
* Mentor junior account managers
* Lead cross-pod client initiatives
* Contribute to new business development
* Specialise in particular sectors or client types
* Support the development of client service methodologies
* Participate in industry networking and thought leadership
Should you have any further questions regarding the role or your application, please email to HR@canny-comms.co.uk or apply to us directlyCanny Comms
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