Qualifications:

• Bachelor’s degree or equivalent education and experience 
• Minimum of 3 years of account management experience is required, preferably in a digital marketing agency or similar industry; more experience is preferred 
• Possess strong communication skills with excellent ability to present information to clients in a meaningful and engaging way
• Exceptional ability to foster positive business relationships, with a proven track record of managing senior- and executive-level customer contacts 
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Well-organized, with high attention to detail and the ability to prioritize competing deadlines
• Curious to learn, better understand, and ask questions
• Confident, high energy, self-motivated, and a true team player
• Willingness to adapt and test new workflows and processes
• Always on the lookout for efficiencies and new opportunities
• Willing and able to work through challenges and setbacks quickly and bravely
• Ability to de-escalate conflicts and remain calm in stressful situations
• Strong understanding of advertising platforms and ability to articulate digital marketing best practices 
• Ability to synthesize high level business and marketing data to relay insights and recommendations between internal team and clients.
• A general understanding of business financials and a P&L is preferred

Job Description/Responsibilities:

Relationship Management: Build and maintain strong relationships with clients, serving as their advocate and trusted advisor. Conduct regular check-ins to understand client needs, address concerns, and identify opportunities for growth and optimization. Read the room in complex social scenarios and diagnose and pivot to potential solutions. 

Account Ownership: Act internally as the account lead by providing strategic guidance based on knowledge of client and client relationships. Owns accounts with larger budgets and/or scope than those with Client Success Manager title, and responsible for larger book of business. Help devise strategy in alignment with client goals, empower high-quality work from relevant Subject Matter Experts, and celebrate team successes. Drive retention throughout the client's life-cycle.

Project Management: Responsible for the oversight of client campaigns, ensuring all deliverables are completed on time and within a given budget. Includes establishing project milestones and keeping all team members on task and prioritizing competing deadlines. Monitor campaign performance and analyze key metrics. Relay information, updates, and follow-ups in a timely manner for internal and external use.

Presentations: Prepare and present regular performance reports to clients, highlighting key metrics, insights, and recommendations for optimization. Continually demonstrate the value of our services and identify opportunities for improvement and growth. When necessary, invite relevant internal subject matter experts to client meetings.

Data Management: Ensure the client understands agency efforts and the correlation of marketing metrics to overall business growth. 

Radical Candor: Engage in “Radical Candor” as a means of productive dialogue between coworkers and clients for growth and areas of opportunity. Lead by example on the Client Success by modeling stellar, appropriate candor to reinforce honest, fruitful, internal and external relationships. 

Conflict Resolution: Lead by example on the Client Success team by identifying and addressing any issues or concerns raised by clients, including verbal and emotional cues, and working closely with internal teams to resolve them in a timely and satisfactory manner. Serve as the primary interface for client-related issues and ensure swift resolution to maintain client satisfaction. At the direction of the Client Success Supervisor, assist in guiding Client Service Managers through client conflicts on their accounts. 

Client Onboarding: Serve as the primary point of contact for the new client accounts you manage, guiding them through the onboarding process and setting clear expectations for the partnership. Collaborate with internal teams to develop onboarding plans tailored to each client's goals and objectives.

Training: At the discretion of the VP of Client Services & Strategy, or Client Success Supervisor, will provide leadership-by-example and occasionally formal training to more junior members of the team. Will exercise continual performance improvement mindset to be on the lookout for ways the Client Success team may be better developed.