Overview
Social House, Inc.® is an award-winning Digital Growth Agency, driven to strategically transform brands via elevated content, influencers, and paid media. We go beyond traditional social media and paid advertising, by tapping into cultural conversations with strategies designed to be both creative and measurable. Our methodology is rooted in our TriVision Approach which bridges Strategy, Content, and Paid Media to produce agile, original, and even unconventional narratives that resonate and inspire.
Job Description
An experienced Senior Account Manager to oversee and cultivate strong client relationships, ensuring the successful facilitation and management of Social House client accounts. This role is primarily focused on account management, serving as the client’s main point of contact and ensuring exceptional delivery of our strategy, content, and paid media services.
The ideal candidate is a collaborative leader with a strong background in both organic and paid social media, capable of navigating the complexities of client needs across multiple disciplines. While the primary focus is on account management, the role requires a proactive approach to high-level project management tasks in collaboration with the Project Management team to support smooth workflows and ensure timely, high-quality deliverables.
Day-to-day responsibilities include planning, leading, organizing, and motivating cross-functional teams to achieve exceptional results while ensuring client satisfaction and that all work aligns with the client’s strategic goals. This position often involves managing several high-visibility clients in a fast-paced, agile environment.
Responsibilities
The following is a summary of general job responsibilities, this summary is not all-inclusive and may be broadened or changed to meet changing business needs.
- Serve as the primary point of contact for clients, managing communication, setting expectations, and fostering trust.
- Develop impactful and trusting relationships with clients.
- Have a clear understanding of the client's goals, expectations, and business objectives, ensuring all efforts are laddering up to achieve those results.
- Maintain a comprehensive understanding of client scopes of work, ensuring all deliverables align with contractual obligations and client objectives while proactively managing timelines, budgets, and potential scope changes to keep projects on track and within agreed-upon parameters.
- Steward the renewal process with clients, working closely with the SVP to ensure a timely approach and smooth process.
- Work cohesively alongside the Project Management Team with the SVP, Client Services to ensure seamless workflows and alignment.
- Act as a conduit of information from client to internal team to ensure alignment and clarity.
- Work closely with Project Management to ensure execution of Quality Assurance measures and ensure deliverables meet the highest standards.
- Field and delegate client requests to appropriate teams, ensuring timely and accurate delivery.
- Oversee the successful onboarding process for new clients, ensuring workflows are effectively implemented in collaboration with Project Management.
- Identify and address client concerns proactively, mitigating potential challenges and identifying solutions to maintain progress.
- Escalate appropriate needs and / or expectations to VP, Client Services when needed.
- Stay informed on industry trends across client industry verticals, demonstrating expertise and challenging processes when needed to drive innovation.
- Identify and present opportunities for development / growth of partnerships.
- Position the agency and internal teams as thought leaders for clients, consistently delivering strategic insights and recommendations to clients.
- Train and mentor staff.
- Manage complex client issues and see clients through stressful situations that require thoughtful counsel.
- Handle administrative tasks including creating agendas, meeting recaps, and status reports.
Requirements
Strong leadership and management skillsStrong interpersonal skills including coaching, collaborating, and team buildingProven ability to lead projects and ensure objectives, goals, and commitments are metAbility to multitask in a fast-paced environmentStrong analytical, planning, and organizational skills with an ability to manage competing demandsExcellent oral and written communication skills and experience interacting with stakeholders at all levels including the executive levelWorking knowledge of both paid and organic social mediaStrong knowledge and understanding of business needs with the ability to establish / maintain high levels of trust and confidence with teams across department and functionExperience overseeing multi-function project teams across various accountsDetail orientedHas a positive attitude and the ability to influence and inspire othersIdentify as thought leader for the agency and clientsCreative thinker who challenges the normCreative approach to problem-solving with the ability to focus on details while maintaining the “big picture” viewSkilled in conflict resolution5 years experience, advertising agency experience preferredHigh level understanding of Asana (or similar Project Management Software), Slack, GDrive, GSuite, DropBox, Box, Microsoft OfficeAdditional Information
Reports to : SVP, Client ServicesFunctions : Account ManagementGrowth : Associate Director, Director, Sr. DirectorIndustries : Marketing and Advertising – Tech, Finance, Fashion, Beauty, and LifestyleNew Hire Expectations
WITHIN 1 MONTH, THIS PERSON WILL
Be introduced to the Client Relations, Strategy, Content, and Paid Media teams to capture a holistic understanding of Social House, Inc. and our methodology and values, followed by an understanding of services provided and day-to-day roles and responsibilities of each team member at Social HouseLearn the Social House landscape, understanding specific systems and technologiesBegin to download on client needs and what we have been scoped to provideHave thorough training with the SVP, Client Services, Sr. Project Manager and Operations Team to develop a working knowledge of the following :Social House process and protocolDocumentation and DeliverablesSystems and Workflows across departments including softwareThrough an introduction and overview of all clients, begin to develop a high level working knowledge of the scopes of work and goals across all clients.Begin working directly with clients, participating in weekly status calls and reviewing / managing client deliverables.WITHIN 3 MONTHS, THIS PERSON WILL
Have a clear understanding of department roles and responsibilities across the agency and how teams collaborate.Establish a high level working knowledge of scopes of work and goals across all clients.Transition into primary point of contact for clients.Work closely with the Project Management Team to support backend client needs including support / review of Daily Scrum to ensure all deliverables are accounted for and executed as needed.Engage with departments to provide updates on clients including challenges, and wins, across all accounts in terms of performance across channels. These will be reported back to the Client Services Team.Have full understanding of workflows, execution, roles and responsibilities.Develop working knowledge of Asana software.Start to learn the new client onboarding process.WITHIN 6 MONTHS, THIS PERSON WILL
Progressively become the DRI for clients on the front-facing side of things, working closely with Project Management on the backend.Lead weekly / bi-weekly / monthly calls successfully with clients.Facilitate ongoing communication with clients connecting the gap of the Social House team as a thought leader with industry knowledge / insight.Begin to identify opportunities for upsell, added value services and efficiencies to support growth of client relationships.Work closely with Strategy, Content and Paid Teams to ensure we are being proactive to our clients needs / goals.Begin to manage a Coordinator / Jr. Level Account Manager / Staff member, if applicableReview Analytics reports to continue to assess performance of teams and how our services are meeting client needs / goals.Review SOWs with Operations and VP, Client Services to ensure we are meeting client needs.WITHIN 12 MONTHS, THIS PERSON WILL
Own all aspects of Account Management related needs, including day-to-day communication, troubleshooting, relationship development, SOW review and the renewal process.Within the first year, the Sr. Account Manager will have identified and pitched various opportunities for growth with clients to help further develop our partnership and scope of services.Be fully immersed in the client, having a good interpersonal relationship while always representing the agency in a professional manner.Participate in regular strategy meetings with the team to develop and establish new initiatives and goals for the calendar year.Support with the growth and development of the Project Management / Client Services Team.Lead internal onboarding of new clients.
