Department: Client Services

Reports To: Client Service Manager

Experience: 3-5 years in roles related to marketing and client service, agency experience preferred

Position Summary: The Account Manager independently manages client accounts and projects, and provides support on others (working in tandem with an Account Lead or Executive Sponsor on larger accounts). The position calls for resourceful problem-solving, marketing acumen, and the ability to clearly articulate solutions and rationale to clients. It’s a unique position that balances strong project management skills with strong consultation skills in equal part. Success is reflected through client satisfaction, loyalty, and positive account growth.

Key Accountabilities

  • Development and retention of strong client relationships
  • Revenue generation through organic growth of assigned client accounts
  • Maintenance of profitable and healthy projects 
  • Development of initiative-specific and/or campaign marketing plans 
  • Participation in delivering high-quality and strategically sound deliverables to clients
  • Project management and client consulting on key accounts

Major Responsibilities

Client Relationships 

  • Independently manages (with support from Account lead or Executive Sponsor) client accounts (including individual project-based engagements, and small retainers) 
  • Develops and maintains client trust through exhibited reliability, helpfulness, and responsiveness
  • Conducts research to understand clients and their industries
  • Displays marketing acumen conversationally and in presentations
  • Comfortably leads one-on-one or small group client meetings/presentations 
  • Demonstrates the ability to problem-solve and brain-storm options with clients and team 
  • Demonstrates the ability to present rationale when presenting work to clients 
  • Proactively identifies areas for client account growth and drives positive outcomes by offering sound and savvy marketing solutions 

Project Management  

  • Sets up project plans with tasks and deadlines within Willow’s project management software, updates plans when timelines shift 
  • Delegates tasks and assignments 
  • Monitors project budgets and health and takes corrective action  
  • Kicks off projects with internal team and client meetings to set shared expectations and establish project structure, 
  • Helps internal teams meet deadlines through reminders and communication,
  • Follows defined processes, and offers ideas for improvement
  • Competently interfaces with outside resources (contractors, vendors, etc), able to follow AND suggest enhancements to defined processes  

Estimating and Contract Production 

  • Drafts low to medium-complexity Statements of Work and associated estimates 
  • Provides QA support for SOWs produced by others 
  • Can independently present SOWs to clients and field questions related to it 
  • Significantly contributes to RFP response creation and/or quality assurance under supervision of a Willow leader 

Writing and Proofing 

  • Provides strong and reliable writing and proofreading skills with familiarity with common writing styles 
  • Produces relatively errorless day-to-day client communication 
  • Produces client content (social posts, email copy, etc.) under the direction of the Account Lead or Creative Director  
  • Produces supporting copy for presentation decks 
  • Produces internal project briefs 
  • Proofreads copy of all kinds (decks, contracts, client deliverables, blog posts, etc.) 

Research and Strategy 

  • Demonstrates the ability to critique and improve strategic plans based on an understanding of the client’s goals and context 
  • Provides content for strategic deliverables under the direction of a Sr. AM, Director, or Strategist 
  • Executes certain research activities (including In-Depth Interviews, drafting survey questions, and focused audits) 
  • Demonstrates the ability to craft basic campaign strategies

Other 

  • Assists with monthly client billing 
  • Actively participates in monthly projections meetings 
  • Tracks time accurately and in a timely fashion 
  • May help with Intern oversigh

Additional Must-Haves: 

  • Active Driver’s License 
  • BA/BS or equivalent (Marketing, Business, or Communications focus is preferred) 
  • Professionalism and friendliness 
  • Strong communication skills (verbal, written) 
  • Comfort with technical systems including, but not limited to: Microsoft Office, Google Program Suite (Gmail, Sheets, Docs, Slides, Chat, Drive), Virtual communication software (like Skype), Virtual Meeting software (Zoom, Teams) 
  • Experience with WordPress CMS
  • Experience with project management and/or task management software 
  • Proficiency in all major social media platforms 
  • Project management skills & use of PM tools and resources
  • Copywriting abilities, some familiarity with language style guides and proofreading 
  • Experience in scholastic and professional research 
  • Background and interest in marketing, client service, and/or business; agency background is preferred