Account Manager

Position Summary

The Account Manager is responsible for managing a portfolio of small to mid-sized clients, ensuring they receive exceptional service, proactive communication, and smooth execution of agency deliverables. The Account Manager plays a key role in understanding client strategies and supporting their execution through deep understanding of the brand and objectives, and relationship management.

This role serves as the day-to-day contact for clients, ensuring they feel supported and valued, while also providing management to the internal team to ensure the client's objectives are understood and achieved. Account Managers collaborate with internal tea
ms to align deliverables to client objectives, while maintaining agency standards for quality, organization, and professionalism. This role blends strategic thinking, relationship management, and executional excellence.  

If you'd love to be part of a team that creates big impact where your ideas matter and have an opportunity to grow with the agency as we expand, we'd love to hear from you.   

Accountabilities

1. Client Management & Service

2. Act as the primary day-to-day contact for assigned clients, building strong and trusting relationships.

3. Ensure clients receive timely responses, clear communication, and updates on project status.
4. Understand each client's marketing strategies and objectives, ensuring deliverables align with them.
5. Translate client needs into clear creative briefs and actionable plans
6. Manage accounts independently, escalating challenges to the Director of Client Services when needed.

7. Monitor client satisfaction and retention, flagging risks or concerns early.

8. Execution Support

9. Partner with internals teams to ensure client work is delivered on time, on budget, and in alignment with approved strategies.

10. Gather, organize, and manage client assets (logos, brand guidelines, copy, creative files).
11. Manage campaign timelines, budgets, and reporting.
12. Proofread deliverables for accuracy, alignment to brand standards, and professionalism before they are shared with clients.

13. Support Account Directors on larger accounts as needed by managing administrative tasks, client communications, or smaller projects within those accounts.

14. Growth & Development

15. Identify opportunities to add value to client relationships (e.g., additional services or efficiencies).

16. Support Account Directors and the Director of Client Services in developing proposals, scopes, and presentations.

17. Participate in client review meetings to showcase results and discuss opportunities for ongoing partnership.

18. Administrative & Financial Management

19. Prepare contracts, estimates, and change orders for assigned accounts.

20. Maintain up-to-date client records, ensuring proper organization within agency systems
21. Accurately log all hours

5. Internal Collaboration

• Collaborate across departments to ensure seamless execution of client projects.
• Act as a connector between clients and internal teams, ensuring client strategies are well-understood and executed.
• Contribute to Client Services department meetings, process improvements, and team initiatives.

Proficiencies and Attributes

• Excellent communication skills (written, verbal, and presentation).
• Strong relationship-building and interpersonal skills.
• Organized and detail-oriented, with the ability to manage multiple accounts at once.
• Proactive, professional, and adaptable in a fast-paced agency environment.
• Familiar with agency workflows and tools

Qualifications

• Post-secondary education in marketing, communications, business, or related field.
• 3+ of experience in account management, marketing, or client service (agency experience preferred).
• Ability to manage multiple accounts simultaneously while maintaining a high standard of service.
• Familiarity with marketing campaigns, creative production, and digital/social platforms.
• A proactive, solutions-oriented attitude and collaborative spirit.

Key Performance Indicators (KPIs)

• Client satisfaction and retention for assigned accounts.
• Timeliness, accuracy, and quality of deliverables.
• Profitability and budget adherence for managed accounts.
• Positive feedback from clients, Account Directors, and internal teams.
• Organized, up-to-date account records and documentation.