Account Manager

Role Description: 

As an Account Manager your #1 priority is to maintain Client Satisfaction throughout the lifecycle of your team’s book of business. You will seamlessly and confidently manage multiple client accounts and projects simultaneously, ensuring that strategic and creative integrity remains intact from initiation through execution. 

In your role you will build a solid foundation for how we partner with and service our clients through collaboration with your strategic Team Lead. This means being inquisitive when responding to client requests and considerate towards your client’s goals when making agency recommendations with your Team Lead, all with the goal of client success in mind!

Your responsibilities will largely include:  

1. Client Onboarding 
2. Client Relationship Maintenance 
3. Client Relation Extension and Closeout 
4. Client Operations and Administrative Assistance

Most importantly, as your client’s agency partner, you will serve as an advocate for the client to From the Future’s internal teams, set the pace for how we interact with your set of clients, clearly communicate and manage clients goals, and act as the gatekeeper for timely delivery of SOW deliverables. 

Responsibilities: 

CLIENT ONBOARDING

• Upon signature of a new client contract, you will follow the onboarding sequence including, but not limited to:
  • Welcome email to new or returning client
  • Coordinate with Operations to confirm billing scheduled and any alterations proposed to the SOW 
  • Preparation and management of internal and external kickoff meeting 
  • Owning the build out of the initial project plan, in FTFs project management tool and reviewing with your team lead for accuracy and to assign appropriate resources and due dates
• Establish the criteria and KPI for success with each client, to determine what metrics the client will hold the Agency and your team to
• Create and maintain the organization of client folders, pertinent documents, project estimates and project timelines

CLIENT RELATIONSHIP MAINTENANCE

• Keep a pulse on the satisfaction level your team’s book of business through weekly status updates, regular phone calls, and in person meetings
• Clearly communicate client expectations and goals to internal teams and occasionally motivate and cheer them on
• Use judgment to determine what client meetings should be in person vs. virtual and collaborate with your team lead to ensure that the agency is able to provide maximum value for the client in all interactions and at all touchpoints
• Act as the clients lifeline to the agency through providing meaningful updates, prompt follow ups, timelines, estimates, meetings with notes, hours reports (where applicable), strategic paths, change orders, answering any questions related to the SOW/billing and friendly/light-hearted chats every now and again

CLIENT RELATIONSHIP EXTENSION AND CLOSE OUT 

• Spearhead the growth of your project team’s book of business through proactively spotting opportunities for the agency to provide solutions that will help achieve clients’ business strategies and goals
• Confidently present high-level details of recommended solutions to clients, positioning the Agency as  their strategic digital partner
• Consult and plan with project team and business development team to develop methods to address specific needs of the account to present a highly differentiated strategies based on value proposition

• In cases where client are unable to continue a partnership with the agency, tactfully manage the client through the agency’s off-boarding process, ensuring that the same level of service and professionalism as onboarding the client is maintained 
• Organize and participate in post mortem meetings for clients what been ushered through the closed out process, regardless of is they had a positive or negative experience

CLIENT OPERATIONS AND ADMINISTRATIVE ASSISTANCE  

• Regularly collaborate with Operations department to ensure accurate contact and billing information for project team’s client partners 
• Coordinate with Business Development department to proactively assign new clients and balance client load amongst all Account Managers
• Monitor client analytics and incorporate findings into weekly Strategic Paths