We are seeking a motivated Account Manager to join our team in delivering exceptional customer service throughout the project lifecycle.
The primary objective of this role is to build and maintain strong, positive client relationships through clear communication and reliable service. The Account Manager is the main point of contact for clients, responsible for managing meetings, setting expectations, sharing updates, and presenting final work.
1. Key responsibilities include:
* Working with clients to understand their marketing goals and translating those goals into clear, actionable tasks.
* Reviewing final deliverables before submission to ensure they align with client expectations and goals.
* Serving as the main point of contact for clients, providing regular updates, addressing concerns, and delivering exceptional customer service throughout the project lifecycle.
Main objectives include:
2. Client Collaboration and Project Oversight:
* Utilize project management tools to create and share meeting notes after every single meeting.
* Share any critical snippets from the meeting as they relate to projects.
* Handover the meeting notes, action items, and recording packaged nicely in the meeting template.
- Frequent meetings with clients to share deliverables and review progress together.
* Review final deliverables before submission to ensure they align with client expectations and goals.
- Serve as the main point of contact for clients, providing regular updates, addressing concerns, and delivering exceptional customer service throughout the project lifecycle.
3. Relationship Building and Industry Engagement:
* Build and maintain strong relationships with clients and industry contacts, using these connections to strengthen collaboration, improve outcomes, and contribute to long-term success.
Additional skills required include:
* Strategic Thinking: Able to understand client goals and work with senior colleagues to shape big-picture plans that guide execution.
* Verbal & Written Communication: Strong communicator who can clearly explain timelines, manage expectations, and present deliverables in a way that builds trust.
* Emotional Intelligence: Skilled at reading situations, navigating client personalities, and staying calm and professional, even under pressure.
* Time Management: Able to balance meetings, client communication, and planning without losing sight of deliverable deadlines.
* Presentation Skills: Comfortable leading client meetings, walking through results, and representing the agency in a polished, confident way.
Reporting relationship:
* This role reports to the Senior Account Manager.
Key Performance Indicators (KPIs) include:
* Client Satisfaction Score (CSAT): 9/10 or higher average score from client check-ins or post-project feedback.
* Client Retention Rate: 93%+ of clients renew or continue service.
* Project Delivery Accuracy: 95%+ of deliverables are approved by the client without major revisions.