Manager, Account Management

Description
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