Account Manager

Account Manager
Cardwell Beach is looking for a qualified Account Manager to join our fast-growing digital agency. Cardwell Beach produces exceptional creative work for a variety of brands in healthcare, finance and b2b verticals. This position is remote though may require occasional travel for in-person client meetings.
Task: Account Management
Primary focus: Retention. Communication & In-the-Moment Emotional Leadership
Responsibilities:

• Meeting Quality Assurance: Conduct high-quality meetings by coordinating with subject matter experts and the digital producer. Ensure clarity on meeting agendas and facilitate effective team collaboration. Working with Account Strategist on top-level narrative for meetings & presentations, and delivering high-level story each week.
• Client Satisfaction: Manage client expectations effectively, ensuring a smooth process and fulfilling the promises made by the sales team.
• Client Relationship Building: Develop intimate connections with clients through empathy and a genuine desire to see them succeed.
• Communication Outside of Regularly Scheduled Meetings

1. Email summaries & wrap ups
2. Scheduling
3. Answering questions & getting answers from team

Accountability:

• MANAGING Client Expectations: Accountable for managing client expectations throughout the project lifecycle.

1. Emotional reads: identify upsell and referral opportunities. Identify & dismantle churn risks.
2. Difficult Conversations to re-align client expectations to reality if the client is wrong or needs reframing
3. Keep it fresh & exciting

Key Performance Indicators:

• Retainers: Length of Retention
• Projects: Client Satisfaction Levels: High client satisfaction scores, particularly in relation to communication, meeting management, and overall project handling.
• Meeting Management: Quality of meetings in terms of preparation, execution, and outcomes.