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Account Manager

2 months ago

Chester, United States Second Melody Full time

The Account Manager will serve as the direct link between the agency and the customer, managing day-to-day affairs and ensuring customer satisfaction. They will be tasked with building, maintaining, and growing relationships with our most strategic customers (specifically in the area of social media) while also acting as a liaison between those customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions within the allotted budgets. 

Clients choose to work with us both because of what we do and who we are and your help to build, maintain, and grow our team is invaluable to our success.

As it pertains to Second Melody, the Account Manager will achieve this in the following ways:

Directing / 5%

  • Foster and inspire a deeply collaborative atmosphere and culture
  • Maintain quality service and account and project management by establishing and enforcing standards
  • Create and manage consistent communication with employees, department heads and senior management
  • Solicit customer or client feedback about the success of the team

Promoting / 5%

  • Build and maintain strong, long-lasting customer relationships
  • Partner with customers to understand their branding needs and objectives
  • Effectively communicate the value proposition of Second Melody

Account Management / 45%

  • Be aware of current marketing, public relations, social media and creator trends across the digital landscape (TikTok, reels, digital ad creative, etc) 
  • Partner with clients on digital marketing and social strategies while suggesting best practices
  • Be aware of and look for opportunities to further the customer relationship through new projects and revenue streams by pitching social strategies 
  • Create and manage the execution of marketing, communications plans and campaigns across all channels via content calendars
  • Utilize platforms such as canva, sprout, and airtable for social strategy projects 
  • Manage external vendors including but not limited to digital marketing, public relations and media placement partners
  • Be attentive and aware of all customer correspondence on assigned projects
  • Respond to customer requests with informed and helpful next steps and answers
  • Attend customer meetings and represent the agency and the project in an appropriate manner
  • Be aware of and look for opportunities to further the customer relationship through new projects and revenue streams
  • Absorb customer feedback and ask the right questions prior to delivering feedback to creative team
  • Provide clear direction and strategy to cross-functional internal teams
  • Review deliverables to make sure they make sense strategically and have been executed accurately before sending to clients
  • Be aware of the customer’s short term (project) and long term (company) goals and be constantly working towards those goals with suggestions and strategy
  • Provide pushback to customers on requests that don’t make sense for timelines, budgets or the agency
  • Present strategy and work to customers for approval
  • Be an advocate for the creative team and ensure they have time to create

Project Management / 45%

  • Create and update project timelines being aware of key client deadlines, employee bandwidth and other projects going on
  • Update project management software tasks and projects
  • Develop detailed budgets and timelines while tracking internal time spend and client requests against those metrics
  • Oversee monthly project invoicing
  • Ensure that all projects are delivered on-time, within scope and within budget
  • Create and maintain comprehensive project documentation
  • Ensure accurate hour logging by the team
  • Allocate tasks to the necessary people, and communicate with them regularly about what is upcoming and the status of each task
  • Keep stakeholders informed about the project
  • Hold milestone meetings as the project progresses so everyone can check in with each other and stay on track
  • Manage hours spent along with out of pocket expenses and compare against the project budget
  • At the end of projects put together a postmortem report based on profitability and identify what went right and what went wrong

Requirements

Work requirements for the position:

  • Proven experience in account and project management, specifically for digital marketing services or social media
  • Possession of creative flair, versatility, conceptual/visual ability and originality
  • Ability to backup ideas and defend choices with research and reasoning
  • Ability to interact, communicate and present ideas
  • Up to date with industry leading software and technologies
  • Realism regarding time, costs and deadlines

Behavioral Requirements for the position:

  • A well-balanced tendency towards both the task-oriented and human-side of working in a studio environment
  • Personable and outgoing when it comes to customer interactions
  • Focused on the bigger picture of the initiatives
  • Highly organized, disciplined, driven and energetic
  • Pays close attention to direction and knows when to check-in or ask for assistance
  • Exercises excellent judgment in determining what can and cannot be efficiently accomplished prior to receiving approval/direction
  • Discrete and trustworthy with sensitive firm and customer information
  • Demonstrate an understanding and commitment to Second Melody, our goals and our growth
  • Be resourceful. Focus on solutions rather than problems
  • Desire to help mentor and develop junior members of the team

Benefits

Schedule

  • Second Melody primarily works remotely with in-person and in-office opportunities

Time Off

  • Vacation - 12 days
  • Personal Days - 12 days
  • Sick - 5 days
  • Paid Holidays

Benefits

  • Medical insurance, Second Melody covers 75% of employee’s premium (available after 2 months of full-time employment), dependents can enroll at full premium 
  • Voluntary vision and dental plan

401k

  • 401k company match of 4% of annual salary (available after 1 full year of employment)

Continuing Education

  • Opportunity for online /in-person training and events to further grow professionally that will be funded by Second Melody

Future Career Growth

  • Opportunity for promotion and internal career advancement available as necessary skills are developed and the company grows

Annual salary for this position is $65,000