Job Summary
As the Manager, Account Management Team, you will work directly with the Customer Experience Manager and Account Manager team to provide established escalation path, mentoring, and assist with monitoring client success data. Our clients must be real relationships you value, and you would do anything to maintain a high level of trust with them.
Essential Duties and Responsibilities:
- Manage high-profile accounts and define client success benchmarks to ensure a collaborative relationship with the client to ensure those benchmarks are achieved
- Act as liaison between inter-departmental teams on behalf of Account Manager team and/or Customer Experience Manager
- Provide mentoring and training to Account Manager team by understanding client risks/issues both inside the agency & within the client’s ecosystem - proactively addresses them
- Participate in hiring and training of new Account Managers
- Monitor and generate reports using proprietary CRM system to provide management with account statuses and monthly data
- Review client strategy, contracts, and agreements to make sure that they are accurate and address agency promises made
- Continuously monitor client feedback provided by Account Manager team to guarantee high client satisfaction level
- Exhibit exceptional organizational skills and maintain up-to-date documentation of all client activities throughout the agency
- Have an extremely high level of ownership and responsibility; represent the client internally
- Collaborate and offer insight to customer retention by recognizing triggers based on customer behavior
- Provide input on new processes and workflows as needed
- Other duties as assigned by management
Key Skills, Knowledge, and Qualifications:
- 3+ years of Account Manager experience
- 1+ year(s) as a Senior Account Manager
- College degree or equivalent work experience
- Highly organized and maintains documentation on every aspect of work
- Detail oriented with strong communication skills, written and verbal
- Entrepreneurial mentality and client-centric
- Motivated, team player, and quickly adapts to change
- Work well under pressure in a high volume, fast paced environment
- Moderate to Advance experience with CRM, preferably Salesforces.com, or similar systems required
Physical/Mental Requirements for the Job:
- Prolonged periods of seating
- May be requested to work overtime and weekends if deemed necessary
- Must be able to lift at least 20 pounds
- Certain management positions might be required to occasional travel
$75,000/year plus $20,000/year MBO
