As an Account Manager, you will play a pivotal role in building and maintaining strong client relationships through clear communication and reliable service. Your primary objective is to ensure clients feel informed, supported, and confident in the progress and outcomes of their projects.
Main Objectives
1. Client Collaboration and Project Oversight:
* You will work with clients to understand their marketing goals, translating them into clear, actionable tasks that are then assigned to the Marketing Coordinator for execution.
- Utilize project management tools to create and share meeting notes after every single meeting.
- Share critical snippets from meetings as they relate to projects.
- Hand over meeting notes, action items, and recordings packaged nicely in a meeting template.
* You will review final deliverables before submission to ensure they align with client expectations and goals.
- Conduct frequent meetings with clients to share deliverables and review progress together.
* You will serve as the main point of contact for clients, providing regular updates, addressing concerns, and delivering exceptional customer service throughout the project lifecycle.
Relationship Building and Industry Engagement:
* You will 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:
* Strategic Thinking: You must be able to understand client goals and work with the Account Strategy Director and Senior Account Manager 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.
Key Performance Indicators (KPIs)
* 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.