The Account Manager is responsible for achieving financial targets and assigned account objectives identified during the account management process. The Account Manager represents the entire range of company products and services to the assigned client while working directly alongside the GM – America’s to manage the customer account planning cycle and ensuring assigned clients’ needs and expectations are met by the company and meet the strategic goals set by the GM – America’s.
DUTIES AND RESPONSIBILITIES
The job description reflects management's assignments of essential functions; it does not prescribe or restrict the tasks that may be assigned. Specific duties include, but are not limited to:
Support leadership in understanding assigned client’s pipeline, forecasts, retention, and other KPIs while bringing best in class sales strategy and planning techniques to support leadership in maximizing sales and retention
Leads solution development efforts that best address client needs while coordinating the involvement of all necessary company personnel
Proactively assesses, clarifies, and validates customer needs on an ongoing basis
The Account Manager maintains and expands relationships with assigned strategically important clients
Deliver and execute on strategic projects and serve as the primary conduit for cross-functional work as it relates to assigned client
Proactively manages a joint company- strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a one and three – year period
Actively network with clients to develop opportunities within new business units
Meets targets for strategic objectives in an assigned account (i.e., confirm meetings with a minimum of three (3) business units that are new to 1021 by the end of year FY22 and seven (7) by end of year FY23)
Stay on the client's radar by having regularly scheduled meetings (cadence to be determined) to identify their needs and customer satisfaction; bring feedback to relevant parties to determine course corrections needed, as well as any changes to scope of project (to include the possibility of pricing changes due to scope changes)
In collaboration with Finance, work through contract renewals
Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations
Develop Quarterly Business Reviews for assigned client –scheduling, developing quarterly status in conjunction with 1021 stakeholders and presenting to client
Work with Finance, Content Strategy, P&C to create budgets for new projects
Work with relevant parties to extend contract lengths beyond 3-6 months to enable better forecasting
Leverage and maintain productive, professional relationships with key personnel in the assigned client account
Collaborate with regional managers to negotiate billbacks or change orders when project scope has changed; collaborate with Finance regarding pricing changes needed
Review and modify contract language, as needed
Develop capabilities decks and proposals, as needed
Provide input into annual/quarterly/monthly revenue targets and then work collaboratively with others to ensure that they are met or exceeded
Operate as a liaison with the regional GM’s
Scope may expand to include other clients in addition to initial assignment
Following expansion and consolidation of responsibilities to Americas, shift retention to Director, GM or Vice President in region, including operating as coordinator for international contracts
EDUCATION AND WORK EXPERIENCE
B.A/B.S. degree or related work experience
A minimum of eight years of work experience in an account management, client services or sales capacity within the advertising, creative agency or start-up industries
Experience working with CRMs (e.g., Pipedrive, Salesforce), project management tools
SKILLS REQUIRED
A high level of adaptability in an exceptionally dynamic and fast-paced environment
Demonstrates the following competencies: excellent verbal and written communication skills, planning and organization skills, project management and prioritization skills, and teamwork skills. Prior agency or managed services experience is preferred.
Demonstrates strong business acumen
Ability to have high-stakes conversations with clients that may be confrontational in nature
Understanding how to de escalate or diffuse situations to balance the power in the client-vendor relationship
Ability to engage with a wide variety of stakeholders, both internal and external partners.
Prior business development experience preferred.
Ability to collaborate with Executive Leadership and clients to develop strategic plans for key metrics are being met.
Detail-oriented
Utilizes strong interpersonal skills to build and maintain professional, trusting relationship with key stakeholders, executives, and clients.
Proficient in Google Suite and macOS, iOS