Client Success Account Director  

Position Summary

Assuring client success lies at the heart of the Client Success Account Director role. This role reports directly to the Managing Director and is expected to forge and manage great relationships with all clients; adding real value and insight to deliver a strong return on investment for their businesses. Responsibilities include researching, planning, developing, and implementing effective communication strategies and campaigns across disciplines including content development, social media management, Public Relations, SEO, SEM, UI/UX, and technology selection. Essentially, the AD leads the account management team in helping clients address issues and challenges confronting businesses to drive digital traffic, and increase conversion and visitor loyalty across Web and social media platforms.

Responsibilities

• Direct M2.0 Communication client relationships, maintaining and enriching connections with clients’ key divisions and personnel, leading all client deliverables and associated outputs, supporting (and reporting into) the Director for Digital.

• Lead and develop a team of Account Managers, fostering a culture that focuses on client success.

• Drive account planning and business development processes within your client portfolio with a focus on client retention and expansion of service, which can include:

• • Develop annual account plans for all assigned accounts

• • Formulate account specific service tactics, utilizing team orientation in support of the account plan

• • Direct the team’s account service effort
  • Ensure service levels and tactics are keeping with strategic goals

• Act as the trusted advisor to clients through understanding their business challenges and building research & insights based solutions. Become a dynamic “go-­‐to” source of insights and expertise to your clients through demonstrating outstanding service ethic, relationship-building skills, and engagement in their business

• Build relationships with internal subject matter experts such as market research, consulting, digital and analytics, bringing to bear delivery of best in class work product for your clients

• Oversee client projections and budgets.

• Seek opportunities to grow existing business and secure new business for the firm.

• Track and report on account(s) status, including elevating concerns to appropriate internal management

• Establish rapport and maintain long-­‐term relationships with client champion and executives. This is a relationship-­‐building focused role. The DAD must, therefore, manage the overall agency-­‐client relationship with the view of gaining a deep understanding of the client’s business, as well as the dynamics of their industry and organization.

• Demonstrated track record of client relationship development and service
• Proven experience in managing teams working cross-functionally within an organization
• Strong interpersonal/communication skills
• Experience in project management. Background in agency management, advertising, and social media marketing is a plus
• Strong oral and written communication skills
• Proficiency in MS Office. Familiarity with Google’s web-based office suite is a plus
• Ability to manage projects across multiple teams
• Knowledgeable in research methods
• Meticulous attention to detail
• Outstanding organizational skills
• Ability to work under pressure