Senior Client Account Manager

One North is a full-service digital agency helping businesses solve complex problems in creative ways. We’re makers, technologists, and relationship builders guiding our clients and our people toward what’s next. Unlike traditional agencies, we stitch together a deep level of expertise across disciplines so that we can do the work of multiple teams. With capabilities in brand and communications, digital experience, technology and infrastructure, and optimization and insights, we can take on any challenge. We deliver the human element to digital so that your big ideas come to life. One North is a TEKsystems Global Services (TGS) company.

Position Overview

The Senior Client Account Manager role at One North serves as the connection point between the client and the team doing the design, strategy, brand, and technology work. They are the day-to-day role aligned to the individual initiatives (namely projects, brands, or workstreams) within a client portfolio reporting to the Client Account Director and supporting the Client Account Director in building strong relationships and expanding our footprint on accounts.

The Senior Client Account Manager nurtures relationships with the respective client stakeholders or buyers. In addition to building trust with clients, as the main point of contact at One North, this individual is the liaison with various internal agency disciplines (Strategy, Design, Brand, and Technology). The Senior Client Account Manager ensures the client work is running smoothly within the agency in partnership with the Project Manager(s) managing specific projects. This role also ensures that the client’s needs and goals are being met on every project, while uncovering opportunities for account growth to be pursued in partnership with the Client Account Director. The Senior Client Account Manager knows how to ensure client satisfaction on projects and can own projects’ success independently.

The Senior Client Account Manager is the link between a client and the team working on a client's account and ensures high quality experience for the client and the project team by managing expectations, ensuring clarity, and driving the effort to alignment with the strategy. Their primary responsibilities are to manage expectations between the client team and the One North team, report to clients about the progress of their accounts, ensure customer satisfaction, report to the Client Account Director on account status, and encourage further business. As a senior manager, they may oversee multiple accounts and mentor Account Coordinators.

Responsibilities

Client Relationship

• Manages the communication between an account team and their client
• Keeps track of an account team's progress and reports to their client
• Builds rapport with their clients and ensures customer satisfaction
• Performs as main client contact and manage the relationship at the workstream level
• Acts as a link between the client and the company

Team Management

• Oversees the day-to-day agency efforts taking a lead role in program implementation
• Communicates client expectations and vision to cross-functional agency team
• Works closely with Project Management, Strategy, Creative, Brand, and Technology to create a plan on managing projects and internal/client expectations and experience towards flawless execution, strategic alignment, and high satisfaction
• Supports Project Managers and practitioner teams with what’s needed to develop and nurture ideas throughout the process
• Champions the agency perspective and is persuasive and articulate when communicating work and ideas
• Helps to sell in and protects ideas throughout execution
• Initiates briefs, estimates, scopes, reports, presentations, and other program-related activities
• Executes overall account administrative tasks with support from either a Project Manager or Coordinator
• Reports to Account Directors and management

Quality Implementation/Results

• Manages multiple projects from start to finish with an eye towards ensuring strategy and creative integrity is carried through execution
• Engages in meaningful discussions with clients and partners to take actions to improve the business
• Accountable for setting the highest standards and driving performance metrics

Strategy/Planning/Research

• Adds strategic value to clients and projects on an on-going basis
• Promotes the company's products to encourage further business with existing clients
• Proactively maintains knowledge of client’s businesses, industries, and trends (as it relates to projects) in order to become a trusted resource in both internal and client conversations
• Regularly seeks out ways to add value to client/agency relationship (sharing industry trends/research, preparing decks, representing client in internal conversations, thought leadership initiatives, etc.)
• Provides inputs to Account Growth Plans
• Contributes to the strategy for growth

Sales/Organic Growth

• Identifies new opportunities “from the work” to be pursued in collaboration with the Client Account Director and TEKsystems internal sales team members
• Provides input to aide negotiations
• Contributes to pricing strategy
• Provides SOW inputs
• Advances sales opportunities by driving operational dimensions of pursuits
• Handles several clients and projects in coordination with the connected sales teams

Finance/Billing

• Accountable for the healthy financial management of the workstream, monitoring all such activities carried out by the PM
• Provides reporting on account health
• Serves as the Client Account Director port of call on all questions related to the workstreams

Skills & Qualifications

• 4 or more years of experience working in an Account Manager, Engagement Manager, or Account Supervisor capacity serving Fortune 2000 and upper middle market clients
• Prior agency (digital, communications, or marketing) experience required
• Client-oriented mindset focusing on overall client business/account, while remaining mindful of project specifics
• Experience working in a consultative manner with clients and serving as the main point of contact
• Highly collaborative, ability to work effectively with agency multidisciplinary teams and to build and maintain strong partnerships with client and extended teams
• Strong interpersonal skills (externally and internally) and emotional intelligence, proactive self-starter, strong presence, outstanding communication skills, and strong service orientation
• Demonstrated ability to manage multiple large digital initiatives simultaneously
• Ability to direct and prioritize activities to efficiently meet project and client objectives
• Strong digital and experience design capabilities, proficiency, in marketing a plus
• Strategic mind/skills and ability to contribute to strategic and account planning efforts; inquisitive about responding to client requests and making agency recommendations

Skills:

digital, stakeholder management skills, development, Project management, Digital marketing, Client relationship management, Account management, Sales targets, Strategy, Relationship builder, Cms, Service delivery, Relationship management, E-commerce, Program management, Analytic, Creative services

Top Skills Details:

digital, stakeholder management skills, development, Project management, Digital marketing, Client relationship management, Account management, Sales targets, Strategy, Relationship builder

Additional Skills & Qualifications:

• Assumes ultimate responsibility for the success of each and every engagement, overseeing and guiding the delivery team at a high level and maintaining involvement throughout the process to identify ways to build and expand the client relationship.
• Ability to drive the client communication dimensions of project work on behalf of the team and the team communication dimension on behalf of the client. This person MUST have experience in an Account Management type role within an agency environment.
• Responsible for elaborating on the business strategy and strategic growth plan as part of the broader account team for a specific client.
• Pivotal player in the exploration of new ideas, discovering solutions to critical problems, illuminating the client’s organizational blind spots, and navigating the road ahead
• Ability to probe and hone to understand the landscape, ecosystem, and root of the clients’ problems.
• Ability to influence and manage clients internally and externally
• Ability to proactively seek engagements through relationship building - internally and externally
• Proactively identifies client business problems and instigates conversations both internally and externally around how to engage in helping clients solve these problems This role will be responsible for multiple clients simultaneously. These clients will likely have different internal One North and TEKsystems team members and so they will need to navigate internal relationships effectively in addition to external relationships.
• This role is about understanding the client’s world and using that understanding to help the business grow the client relationship.
• They should also be comfortable in engaging in exploratory discussions in business functions where he/she does not have deep expertise

We offer comprehensive benefits

• Medical, Dental, & Vision
• Health Savings
• Paid Time-Off
• Short & Long-Term Disability
• Dependent Care Flexible Spending Account
• Transportation Benefits
• 401(k) Match
• Life, AD&D, & Supplemental Life Insurance

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Salary : $0