Account Manager - Account Services

Position Overview

The Account Manager is the primary day-to-day client contact responsible for delivering campaigns and maintaining strong client relationships. This role ensures the account team maintains effective communication and coordination between client and agency teams, ensuring delivery exceeds expectations and projects achieve their objectives.

Account Services plays a central role in our agency's success. We are expected to be proactive, solution-oriented client advisors who bring structure to complexity, help clients make confident decisions, and lead internal teams with clarity and accountability.

Key Responsibilities

• Serve as the main point of contact for assigned clients, managing expectations and communications, and establishing strong client relationships.
• Manage client expectations with the ability to recognize critical issues and escalate them to the Group Account Director.
• Identify, scope, and align stakeholders on in-account growth opportunities with the support of the Group Account Director.
• Lead client status meetings and written recaps; manage feedback/approval cycles and ensure stakeholders stay aligned.
• Oversee delivery of high-quality campaigns/initiatives on time and within approved scope and budget (with proactive risk identification and escalation).
• Coordinate across disciplines to understand what each team needs to deliver successfully (inputs, lead times, review cycles, and handoffs).
• Collaborate closely with creative, content, strategy, media, growth marketing and public relations teams to ensure campaigns and initiatives reflect the client's objectives and agency standards.
• Ensure decisions/action items are captured and communicated; partner with the Account Coordinator to ensure they're reflected in TargetProcess (project management tool).
• Attend and contribute to daily internal check-ins, providing status updates, capturing new requests or changes, and surfacing risk.
• Mentor and guide Account Coordinators in project management and process execution.
  
  

Performance Metrics / Success Criteria

• Client satisfaction/retention and contribution to in-account growth (identifying opportunities, supporting scoping, driving adoption).
• Delivery of high-quality campaigns/initiatives on time and within approved scope and budget.
• Effective and proactive communication that supports client satisfaction and strong delivery outcomes.
  
  

Required Skills & Experience

• 2-4 years of experience in account management within a full-service or digital-focused agency, or similar client-centric field (e.g., event/wedding planning).
• Demonstrated ability to manage multiple accounts of varying size and complexity in a fast-paced environment.
• Ability to mentor and coordinate junior team members (Account Coordinators) and lead workstreams.
• Knowledge of integrated marketing, including digital (online media, apps, websites, SEO, social media, etc) and traditional channels (PR, creative, offline media, etc.).
• Strong communication (oral and written), presentation, and relationship-building skills.
• Proficiency with project management (experience with agile-style project management is a plus) and reporting.
• Problem-solving skills and a solution-oriented approach to client and team management.
• Driven to accept responsibility and accountability for work while seeking opportunities for additional challenges and growth.
  
  

Reporting Lines & Team Structure

• Reports to: Account Director or Group Account Director.
• Direct Reports: Provides day-to-day direction to Account Coordinators; may be a formal manager depending on pod structure.
• Collaborates with: Creative, Media, Strategy, Web Development and other Account Services team members.
  
  

Growth & Development Opportunities

• Opportunity to lead larger accounts and strategic initiatives.
• Exposure to revenue growth strategies and client leadership.
• Pathway to Senior Account Manager and people-management role.