Primary responsibilities
Communication and relationships:
- Develop strong relationships with your clients and the internal delivery teams
- Serve as a direct liaison between clients and internal delivery teams
- Manage client and internal delivery team expectations; don’t be afraid to have hard conversations
- Serve as the clients’ main point of contact; manage client communications such as weekly status emails, requests for review and approval of deliverables, information gathering, scheduling meetings, etc.
- Attend client meetings to document all deliverables, decisions, and next steps, goals, timelines, and expectations
Project coordination:
- Manage process for new client onboardings, retainer engagements and client offboarding
- Create project plans and roadmap milestones to ensure all projects meet deadlines
- Serve as project coordinator and traffic coordinator for the deliverables as scoped in campaign briefs and project agreements
- Analyze and forecast internal delivery members capacity and anticipate resource needs
- Hold clients and our internal delivery team accountable for due dates
- Secure timely feedback and approvals from clients
- Pivot and rearrange tasks when needed to prevent roadblocks and keep tasks on schedule
- Ensure the internal delivery teams’ work meets client expectations
Tools and organization:
- Maintain client data in our CRM (HubSpot) such as contact information, satisfactions levels, deals for upsells, etc.
- Maintain project management system, for assigned clients to build timelines and tasks
- Maintain organization for client folders in shared drives
Character traits of a great account manager:
- Wildly curious
- Relational
- Detail-oriented
- Deadline driven
- Extremely personable
- Freakishly organized
- Creative problem-solver
- Consistently reliable
- Following and managing process and quality control should be your love language
- Strong and responsive written and verbal communicator
What you’ll be accountable for:
- Quality Task Management: Ensure deadlines are established, met as anticipated, while holding the client and Mojo team accountable
- Documentation and organization
- Client Happiness
Metrics that will define success:
- Avg % of Client Profitability
- Client NPS score
- # of Reviews / Testimonials
What we can offer:
- Competitive salary + benefits
- Summer Fridays
- Great company culture