Senior Client Service Manager
Responsibilities
- Manage and grow multiple client relationships by being the daily point of contact, ensuring client satisfaction and campaign success. Skilled in nurturing high-value relationships, understanding long-term objectives, and aligning strategies to meet evolving needs.
- Communicate and present with respect and clarity both internally and externally, demonstrating high-level communication skills when engaging with executive-level clients and stakeholders. Expertise in conveying complex information in a clear, compelling manner to influence and inform decision-making.
- Function as a liaison between clients and our Ad Operations team from onboarding/launch and throughout campaigns. Ability to manage complex client dynamics and ensure satisfaction, retention, and loyalty.
- Review and deliver reporting with an eye for detail and comfortability in interpreting metrics, data, and trends. Strong analytical and problem-solving skills, capable of quickly identifying issues and resolving them to minimize impact on campaign performance.
- Anticipate and address client needs and concerns, ideally before they arise, showcasing strategic and consultative thinking. Proactively suggesting solutions to drive business growth while collaborating with internal teams to capitalize on opportunities.
- Ability to multitask and manage multiple complex campaigns effectively, applying strong project management skills. Delegate work efficiently to optimize workflow and POD efficiency, particularly to Account Planners.
- Work closely with internal teams, utilizing them as resources to ensure client success. Skilled in leveraging Account Planners for tactical tasks to focus on higher-level strategic responsibilities.
- Lead effective client-facing calls with confidence and charisma, establishing yourself as a trusted advisor. Expertise in upselling by presenting growth opportunities and added value, focusing on return on investment (ROI).
- Stay up to date on industry news and capabilities, maintaining in-depth knowledge of digital advertising platforms, trends, and emerging technologies. Proactive in responding to industry shifts and new challenges with a solution-oriented approach, positioning yourself as a trusted advisor on digital strategy.
- Provide leadership and mentorship to junior team members, guiding them in developing client service skills and sharing best practices. Serve in a player/coach role while optimizing team effectiveness through resource management and delegation.
Requirements
- Willingness to work full-time (40 hours/week)
- Relevant Bachelor's or Master's degree
- 5+ years experience in an Account Management role (agency background a huge plus)
- Working knowledge of Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides) and project management tools/apps like Asana.
- A proactive and eager attitude
- Ability to cope with a varied volume of work and occasional time pressure
- Excellent organizational skills – always two steps ahead
- Ability to work well independently and in a team environment
Conditions
- Remote-first culture
- Unlimited PTO (vacation, sick, personal and paid holidays)
- Opportunities for career advancement
- Staff events and activities
- Friendly team
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