Senior Client Management Specialist

About the role

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 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

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

Orchestra is the first communications company built for today's media landscape. Since 2022, it's acquired nine firms, including: 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 communication professionals.

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