Client Services Manager

Aardvark Studios•Conshohocken, PA

11d

About The Position

Aardvark Studios is seeking a Client Services Manager to own assigned client relationships and programs after the sale, serving as the primary client contact and accountable owner of client success from kickoff through build, mobile tour operations, recap, and renewal. The role supports agencies, producers, and brands in the experiential marketing, mobile tour, and location-based entertainment industries. The manager leads client communication, program planning and delivery, KPI tracking and reporting, mobile tour operations, and budget management. They coordinate internal creative, fabrication, fleet, logistics, and field teams, anticipate issues, manage evolving plans, and protect program scope, budget, and timelines. This is a highly visible role with autonomy and responsibility for client relationships and program outcomes. Success is measured by client satisfaction, retention and renewal; delivery against program KPIs and sold budgets; quality and timeliness of communication and reporting; operational excellence, safety, and DOT compliance; and strong cross-functional alignment. The role may involve travel to client meetings, builds, and program launches as needed.

Requirements

5–7+ years of client services, account management, or program management experience, ideally at an experiential, event marketing, or promotional agency.
Field experience managing mobile tours, live events, or brand activations.
Track record of owning client relationships and retaining and renewing clients.
Experience setting, tracking, and reporting against program KPIs.
Experience managing six-figure program budgets and understanding margin responsibility.
Ability to guide clients through evolving situations.
Ability to influence creative, fabrication, and field teams without formal authority.
Ability to bring calm structure to fast-moving environments and balance confidence with emotional intelligence.
Willingness to take ownership, make decisions autonomously, and build strong programs and relationships.
Willingness to travel to client meetings, builds, and program launches as needed.

Nice To Haves

Agency-side experience working with brand clients and agency partners.
Familiarity with DOT regulations and tour fleet operations.
Bachelor's degree preferred.

Responsibilities

Own assigned client relationships and programs after the sale, including client success, communication, KPI delivery, execution, and compliance.
Serve as the primary point of contact for agency, producer, and brand clients from kickoff through recap and renewal.
Lead program kickoffs, translate sold scope into plans, timelines, and success criteria, and lead regular client calls and decisions.
Provide timely contact reports, status reports, and timelines; manage approvals, revisions, client feedback, and scope changes through change orders.
Understand client objectives, calendars, and stakeholders; anticipate needs and identify renewal and expansion opportunities for Sales.
Represent Aardvark with client senior leadership, partner agencies, and vendors, and advocate for clients internally.
Set program KPIs with clients, track performance, report results, and keep the Client Services Director updated on program status, staffing, budget, and goals.
Identify programs trending behind goals, lead course corrections, recommend improvements, and deliver post-program recaps and recommendations.
Manage day-to-day mobile tour operations, including routing, scheduling, market and venue bookings, permits, travel, and logistics.
Hire, train, and remotely manage tour managers, drivers, and brand ambassadors as needed; provide refresher training and regular team communications.
Maintain DOT, fleet, and safety compliance; coordinate vehicle maintenance with Fleet & Facilities.
Collect event-day field reports and resolve on-tour issues, including breakdowns, weather, and venue changes.
Coordinate tour launches, mid-tour refreshes, and wrap-up with Fabrication and Fleet & Facilities.
Take program handoffs from Sales, confirm scope, deliverables, and budget with clients, and lead cross-functional teams from build through launch.
Navigate real-time challenges on site and on tour with composure and sound judgment.
Manage six-figure program budgets, track actuals against budget, flag risks, and partner with Accounting on billing schedules, invoicing, and final reconciliations.
Direct and mentor Client Services Coordinators and freelance support on assigned accounts.
Contribute to Client Services standards for kickoffs and handoffs, status reporting, KPI tracking, and recaps.
Perform other duties supporting department and program goals.