Account Manager

Location: San Bruno, CA

Summary: The Account Manager drives business growth by maintaining and growing relationships between the company teams. This role serves as a lead and is responsible for retail satisfaction, ensuring experience matches or exceeds their expectation. This position is expected to oversee the creative and merchant relationships and make certain all teams are consistently receiving best in class service, representing the needs and goals within the organization.

On a project and calendar basis, the Account Manager acts as the subject matter expert between the company business teams and the internal production teams. The Account Manager is involved in any pre-production meetings to ensure proper understanding of the scope of the project and also schedule a recap of the project to glean feedback for improvement with the teams. The Account Manager will enhance the communications and productivity of projects between the business teams and the creative teams.

Job Description:

Act as an elevated point of contact for assigned teams and projects (primary day-to-day contact is generally the Producer)
Manage and develop strong relationships with business decision makers through ongoing communication
Be the known point of communication for all issues and conflict resolution
Ensure that business and creative issues are dealt with in an efficient manner, informing management of any problems that arise
Be the known contact for all requested services outside of the established production routine
When necessary, maintain contact with business and creative for all phases of projects, insuring smooth communications at all times
Ensure project schedules are communicated and adhered to
Work closely with the project teams in order to maintain a continuous high-level knowledge of project status
Provide regular two-way clear communication between the businesses and creative teams, to provide strong team representation and set proper expectations
Establish routine check-ins to ensure continued growing business satisfaction
Provide calendar for category pages and home page based on business needs
Be the liaison between different stakeholders when changes arise within your designated projects
Monitor seasonal business needs by category for larger creative initiatives
Dissemination and provision of information, needs analysis and obstacle resolutions via appropriate communications channels to relevant management
Develop and document protocols and routines for premium experience
Dissemination of newer workflows and developments
Onboarding of new people with collaboration of the local team, including; workflow processes, people introductions, overseeing and coordinating needs with the creative and business teams and ensuring that documentation is updated
Provide feedback to local management on whether the appropriate personnel are on the project, making suggestions for change
Ensure all processes and procedures are completed, quality standards are met
Collaborate with Creative Directors to audit delivered imagery and/or final output to ensure that the met or exceed quality standards and business expectations
Review all major deliverables outside of the normal production (i.e. strategic briefs, styles guides, test imagery, marketing imagery) prior to delivery
Expand visibility and strengthen position with existing teams by deepening the relationship and cultivating new relationships
Pursue and be aware of opportunities for growth and new business or other support
Understand capabilities and services of creative and effectively communicate all offerings

Bachelor’s degree or equivalent industry experience
Minimum of 2 years in account management or client services in a creative production environment or media agency
Proficient in Excel, Word, PowerPoint, Outlook on MAC or PC
Leadership skills, excellent communication and interpersonal skills with ability to demonstrate initiative, self-motivation and assertiveness
High level of ethics and integrity
Highly organized and focused multi-tasker with strong attention to detail
Ability to manage conflict within teams
Strength in developing strong internal/external relationships
Track record for forward and innovative thinking
2+ years’ experience growing business relationships, managing relationships with a value of at least $1M
Strong written and verbal communication skills
Demonstrable growth with ability to assist in building and implementing long term strategic creative plans
Excellent client services and presentation skills and experience
High level of energy and commitment with ability to work in a fast-paced changing environment
Ability to educate business and creative teams around best practice tactics
Understanding of production workflow
Ability to travel as needed between locations