This role is in the organization to expertly grow client relationships and act as a trusted advisor to deliver excellent digital experiences.

The core expectation of this role is to provide strategic direction to clients and operational direction and motivation to internal, multidisciplinary teams.

Career Development is typically provided by the VP, Client Partner [or above] but can be modified to suit an account and/or office location. This role provides career development to emerging talent.

Nature of this role of role is that of a ‘leader’.

Ability to

• react quickly, assess, and implement solutions
• formulate and drive long-term strategic account plans, strategies, and roadmaps
• motivate hybrid teams
• provide solutions in ambiguity – identify customer or category insights/areas of growth
• anticipate where new project work fits in the context of the overall client business
• re-prioritize as needed
• synthesize complexity into a more focused, easy to comprehend framework through storytelling
• formulate and drive long-term strategic account plans, strategies, and roadmaps
• Excellent understanding of the agency and disciplines

Account Management

• Excellent understanding of the flow and program of work for an account or portion of larger account
• Ability to
  • actively monitor client revenue - take action with this information as key input for forecasts, roadmaps, and organic growth opportunity
  • own client relationship and all aspects of financial reporting and operations
  • develop proactive plans to maximize the client relationship, generate and maintain total program roadmap for client’s business
  • deliver monthly account updates to global executive team, contribute to agency account planning process
  • ensure the work is integrated into the client roadmap and that resourcing is lined up to revenue, casting is accurate and there is visibility on any potential pipeline
  • find organic growth opportunities, understand the clients project roadmap, and manage pipeline accordingly
  • deliver best-in-class portfolio work, push the bar for highest standards possible
  • navigate difficult client conversations
  • build relationships with senior level clients, with discipline account leads,
  • external parties/third-parties, and inter-agency teams
• Excellent understanding of industry structure, trends, initiatives, and issues

Notable Soft Skills 

• Flawless expertise in presentation development
• Strong negotiation skills
• Excellent organizational skills
• Patience, tact, and good judgment
• Outstanding attention to detail
• Empathetic leader
• Course-correction
• Helps drive CM culture

Hard Skills

• Expert knowledge in account management in an internet marketing or advertising online media
• Expert competency working with complex projects, client relations,
• Be able to show subject matter expertise in some of the following areas: CRM, content management, analytics, digital marketing, eCommerce, campaign or social strategies or tactics, and media platforms
• Deep understanding of CM’s capabilities and disciplines, know when to leverage each to achieve ideal outcomes for the client
• Ability to provide financial forecasting, revenue reporting, initiation and maintenance of pipeline
• Expert in operations with the ability to speak fluently related to scope, scheduling,resourcing, and budget management, while building strong partnerships with PM counterparts

Activities Performed

• Be the client’s strategic advisor inside the agency
• Foster
  • relationships with clients to ensure the effective delivery of projects
  • relationships with other Account Directors and multi-disciplinary teams
  • a sense of belonging and community in the team and discipline
• Lead internal teams and client teams
• Manage finances of account revenue and profitability
• Develop and deliver organic growth within accounts
• Deliver metrics on the quality of the relationship and the product provided to accounts
• Define and implement best practices at the business unit level
• Contribute to overall growth of the Client Services discipline
• Provide career development aligned with CM expectations

The Talent Team at Critical Mass is focused on ensuring we provide the best training, mentorship, and employee experience possible! CM new hires & employees are the future of our organization, and we want to set you up for long-term success. In an effort to do so, we expect our team to work from an office a minimum of 4 days a week. The ask stems from our want to:

• Strengthen opportunity for continuous learning
• Improve collaboration and team relationships.
• Increase employee engagement

We understand that not everyone may feel comfortable with this expectation, so we ask that you please let us know immediately if there are any concerns so we can help navigate accordingly.