Account Manager

**Account Manager**

As an Account Manager at Pointer, you are part of the Client Services department that consists of an elite group of Account Managers and Project Managers. In your role here, you are able to efficiently plan and prioritize all deliverables and resources working across multiple projects, consistently managing client expectations, schedules, budgets, assets and scopes. Organization and an attention to detail are essential. As an Account Manager, you’ll report to the Director of Client Services, while working closely with our PMs, Experience Team, Technology Team, and Leadership Team to deliver stunning and high performing commerce experiences to our clients.

Your primary focus is on developing and nurturing strong relationships with clients as well as colleagues within the agency: we all need to be confident that projects entrusted to you are in good hands, and that you can be relied on to act with a high degree of professionalism, courtesy, and honesty in everything you do. You are a direct representative of the Pointer brand and alignment with our core values of Confidence, Creativity, Communication and Accountability is essential in steering everything you do.
- Responsibility Ratio: 20% Discipline, 80% Client-facing
- KPI's
- Budget deficits/surpluses
- Timeline delays or expedience
- Minimize client feedback (when applicable)
- Ability to transition the brand to a retainer post-launch/generate additional revenue
- 5-star Clutch review post-launch
- Time tracking accuracy
- Client satisfaction surveys

**Responsibilities**

**To the Director of Client Services**
- Nurture a relationship built on mutual respect and trust
- Maintain a regular frequency of open and honest communication speaking to everything from budget and project statuses, to personal goals and challenges, to constructive feedback on your Director on meeting your wants and needs
- Exude confidence in your performance and capabilities while also recognizing the importance and welcoming receiving constructive feedback
- Respect and be a champion of the Pointer process while maintaining flexibility and be adaptive to an evolving and growing environment
- Protect the Pointer brand and ensure all outbound deliverables are to spec and work as expected before they are delivered to the client, and feel empowered to speak up when they are not
- Ensure you are tracking your time, consistently and accurately
- Support business development efforts by staying curious, exploring opportunities with clients and keeping detailed notes and maintain a list of V2/out of scope requests submitted throughout the project that can be executed as a V2/post-launch project
- Draft/issue invoices for all phases of the project, and follow up to ensure they are paid in a timely manner

**To the Account Management Team**
- Foster a Team environment built on a foundation of mutual respect and peer support
- Provide project specific peer support when work needs to be temporality reallocated
- Be an active participant in regular Team collaboration meetings, where we work towards future planning, problem solving, and the evolution and refinement of our department

**To the Project Management Team**
- Communicate clearly, stay calm under pressure, anticipate the needs of others, respond promptly to requests, show a sincere desire to build relationships, and prove yourself to be a reliable, go-to player on the team.
- Collaborate regularly to ensure we are tracking to meet all internal milestones and staying within project goals and budget parameters.
- Gather all required info they need to be successful, be prompt with updates, attend and be an active participant in daily checkins and weekly status calls
- Ensure all retainer work is clearly defined, scoped out and submitted in a timely manner
- Problem solving reprioritization of work

**To the Experience Team and Technology Team**
- Communicate clearly, stay calm under pressure, anticipate the needs of others, respond promptly to requests, show a sincere desire to build relationships, and prove yourself to be a reliable, go-to player on the team.
- Ensure your colleagues have all the tools they need to be successful in their respective roles (creative assets/direction for the Experience Team, resource/login/development environment access for the Technology Team).
- Collaborate with the experience and Technology Team to draft Functional Requirements to inform development
- Coordinate regular project sync calls with the team to make sure staff are aligned at all times and each department has an opportunity to communicate and collaborate with one another throughout the various stages of a project
- Commit to navigating challenges collaboratively, respectfully and with a genuine desire to seek understanding and alignment among the team
- Facilitate the development of budgets, working closely with the various contributors ensuring they have the appropriate information, and are clear on Pointer and client g