Sr. Account Manager - Client services

WHY DEPT®?

We are pioneers at heart. What this means, is that we are always leaning forward, thinking of what we can create tomorrow that does not exist today. We were born digital and we are a new model of agency, with a deep skillset in tech and marketing. That’s why we hire curious, self-driven, talented people who never stop innovating.

Our culture is big enough to cope and small enough to care. Meaning, that with people across 20+ countries, we’re big enough to provide you with the best tools, global opportunities, and benefits that help you thrive. While acting small by investing in you, your growth, your team, and giving you the autonomy to solve our clients' problems, no matter where you are in the world. 

JOB PURPOSE

Senior Account Managers are responsible for leading the development of creative and strategies and client management on more complex, strategic accounts. They serve as the primary POC for their assigned clients, leading and overseeing the development and delivery of the day-to-day work we deliver for specific client(s). Senior Account Managers are responsible for truly exemplifying DEPT’s core values and fostering a positive work environment – where they are driving motivation and excitement across teams. Senior Account Managers represent DEPT® to our clients, adding value to relationships beyond organizational skills doing a mixture of account management and strategic planning. Senior Account Managers are expected to be comfortable and credible in front of clients. Senior Account Managers must be able to effectively manage AMs. Theyare responsible for the career development of their team members whether they are direct or indirect reports. This includes overseeing training, implementing additional practice exercises as needed, and ensuring goals are being hit. Account Supervisors are expected to have direct reports and have a track record of career development for their junior team members. Senior Account Managers are expected to have an understanding of their individual team members’ hours and how client resourcing should potentially be adjusted if there is an inefficiency. They are expected to consistently look for ways team’s senior bandwidth for growth opportunities.

 

Candidates must have experience managing teams and complex, high-volume work streams for brands and be calm and controlled in high-pressure situations. We need people who can contribute to big ideas as well as lots of little ones that are framed in a solid strategy grounded in insight and ultimately deliver a tangible ROI for our clients. Most importantly, we need a Senior Account Manager to inspire their team and earn the trust and respect of their clients and team. Senior Account Managers have strategic ownership of their accounts and require little strategic guidance from their manager or above to drive project(s) forward. 

Proficiency Expectations

CLIENT SERVICES/ACCOUNT MANAGEMENT

• Ability to work in partnership with day-to-day clients to develop and deliver the work
• Ability to reach out to clients directly when service issues arise
• Ability to develop and present solutions for our clients
• Ability to successfully manage accounts with varying goals, content volumes and services
• Expected to serve as the day-to-day contact for larger accounts and a point of
• escalation on small to midsize accounts
• Expected to own the day-to-day operations of their accounts with the support of their AD/GAD/BD as needed.
• Expected to own, coordinate, and ensure the successful completion of the client’s entire account roadmap ensuring they are aligned with client’s goals and priorities
• Expected to be up to date on client’s business trends, goals, and health beyond just digital/social in order to consistently provide and pivot DEPT’s strategies as well as ensure our services are in line with their needs
• Responsible for maintaining client relationships through recurring check-ins with client contacts.
• Responsible for delivering on client budget and performance goals - recommending strategic pivots when necessary
• Responsible for ensuring appropriate processes and best practices are in place for client management & spearhead implementation when they are not present
• Expected to execute high-quality deliverables intended for varying audiences, having insight of the type of information that is appropriate for different audiences
• Expected to be able to communicate complex and strategic messages to a variety of audiences ensuring all parties are aligned
• Expected to have a grasp on all projects across the team, ensuring the larger team's
• work is in scope in terms of cost and services
• Expected to overcome resistance and secure support for ideas or initiatives through
• high-impact communication

BUSINESS KNOWLEDGE AND COMPLIANCE

• Knowledge of the services, deliverables, performance and fees section of the SOW, ensuring team is compliant
• Ability to author scopes based on client’s needs and budget
• Ability to develop accurate and fair cost estimates for lower complex projects
• Ability to manage, monitor and reconcile client out-of-pocket funds
• Ability to identify inefficiencies with the team to Account Lead
• Ability to engage in discussions about budget adjustments and strategic investments
• Familiarity with DEPT's service offerings with the ability to participate in conversations for complex projects or new offerings & know who to to bring into the conversation within DEPT

TEAM PARTICIPATION & LEADERSHIP

• Ability to lead the development of strategies, approaches to briefs and the development of work that leads clients to the next level of their business
• Ability to effectively communicate distilled, concise and clear feedback, identifying
• actionable next steps
• Ability to set clear expectations internally and externally
• Ability to draw conclusions and actionable insights from analysis
• Ability to identify, collaborate and troubleshoot problems with other disciplines as they arise
• Ability to lead the day-to-day tasks with autonomy
• Ability to make informed decisions quickly in response to client needs and unforeseen challenges
• Ability to dissect problems and determine effective courses of action
• Ability to balance risk and opportunity when proposing solutions
• Ability to manage upwards effectively
• Ability to utilize strong communication skills daily, understanding the proper channel for
• the kinds of messages that need to be conveyed, and ensuring teams are updated or informed
• Ability to be a lead leader within the team, acting as a team player, mentor and problem-solver
• Ability to solve any account performance issues, prioritization needs, and team coordination to get deliverables and initiatives done in a timely manner
• Responsible for ensuring new team members are properly onboarded to account, not just with day-to-day knowledge & skills development, but by providing a full deep dive into each clients’ business and priorities
• Ensure proper processes are in place across all teams, viewing the big picture implementing process beyond silo work
• Expected to support Project Manager in developing project plans for cross-functional projects, bringing all parties together owning and leading project start to finish
• Expected to successfully manage up to their managers and coach their direct reports

GROWTH EXPECTATIONS

Over time in the role, it is expected that Sr. Account Manager:

• Have an affinity for solving problems through collecting relevant information for assessment, understand solutions & consequences in order to choose course of action
• Ensuring all team members within their track have career development plans, and are creating the right goals, tools, and training to help support career growth
• Maintain a consistent feedback loop with the AD/GAD/BD in terms of staffing, bandwidth, and track growth in order to take on new business opportunities
• Understand the business side of client services inclusive of finance & legal
• Able to step in and have ‘tough’ conversations with clients in terms of expectation setting, advocating DEPT’s POV, and dealing with sensitive topics
• Works with the AD/GAD/BD in maintaining a healthy client ROI, and able to develop account shifts & proposals to improve client ROI when unhealthy
• Improve effectiveness of all client meetings, ensuring all meetings are valuable and productive
• Are able to produce presentations and deliverables for any type of audience, whether it be internal day-to-day team, internal leadership, internal company process, external client
• Experience working closely with the AD/GAD/BD to identify the best time to recommend DEPT growth services for their client’s needs, as well as coordinating, and integrating the growth teams into the account for a smooth & holistic management experience for the client
• Supports new business pitches

QUALIFICATIONS

Essential:

Our offering is advanced for the industry, and we rely on great people. To be considered for this role, you will need the skills or experience outlined below.

• 6+ years experience in roles servicing clients in a creative agency environment
• Confident working on large client, social AORs and agency teams
• Confident working on a high-volume, multi service retainer(s) for brands/clients
• Confident working on paid and organic social efforts for brands/clients
• Confident with content production
• Confident working on creator/influencer-led projects
• History of communication with higher-level client contacts (VPs+ for small to medium
• companies, Directors for large companies) to provide agency POVs and build a stronger
• relationships
• Exceptional client relationship management skills, ability to foster strong relationships with direct client(s)
• Excellent project management skills, able to identify and recommend efficient ways of working
• Excellent organizational skills and high attention to detail
• Excellent written and verbal English communication skills; excellent presentation skills
• Advanced problem-solving skills
• Excellent time management skills
• Ability to react quickly within a fast-paced environment
• Ability to remain focused under pressure and work under tight deadlines
• Ability to exercise critical thinking, identifying, evaluating, and solving problems related to your clients and workstreams
• Strong delegation skills providing appropriate guidance and support to all stakeholders involved
• Experience working with data preferred

 

WHAT DO WE OFFER?

We are a collaborative, open-door, best-idea-wins environment that fosters personal and company growth and has fun doing it. Here is a snapshot of our  benefits package:

• Healthcare, Dental, and Vision coverage
• 401k plan, plus matching
• PTO
• Paid Company Holidays
• Parental Leave

The anticipated salary range for this position is $100,000 - $115,000. Salary is based on a range of factors that include relevant experience, expertise, and organizational impact. This is based on a 40-hour workweek and leveling. Keep in mind, we're flexible. 

 

WE SUPPORT YOU BEING YOU: 

DEPT® is an equal opportunity employer (EOE). We believe our work is its best when our people feel safe and free to be themselves. We’re committed to an inclusive and barrier-free recruitment and selection process and workplace, regardless of anyone’s identity, background, beliefs, lifestyle or disabilities. So tell us about any accommodations you need. It’s totally confidential and only used to make sure you feel fully supported at every step. 

DEPT® participates in E-Verify, meaning your Form I-9 information will be sent to the federal government to confirm you are authorized to work in the U.S. 

We are a B Corp-certified company passionate about purpose-driven work.  Our hope is that you can feel good about the contributions DEPT® is making to the world and we always have an open door for your ideas in making the world a better place. 

DEPT® is a pioneering technology and marketing services company that creates integrated end-to-end digital experiences for brands such as Google, KFC, Philips, Audi, Twitch, Patagonia, eBay and more. Its team of 2,500+ digital specialists across 30+ locations on 5 continents delivers pioneering work on a global scale with a boutique culture. 

Learn more about DEPT®

 

DIVERSITY, EQUITY, & INCLUSION

At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives.

Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine. 

We also encourage you  to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us.

Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.

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