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Account Manager

Account Manager

Love & CompanyFrederick, MD, US
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Account Manager

Member of Client Execution Team

Reports to : Account Strategy Director (Strategy Team) Status : Regular Full Time, Exempt

Position Overview

The primary responsibility of the Account Manager is to be the day-to-day contact and experience manager for their assigned client accounts, supporting the onboarding of new clients and the consistent implementation of client marketing plans and strategies. Responsible for managing their clients' project strategy and profitability, the Account Manager is a member of the Client Execution Team and collaborates with the internal teams that include sales, creative and integrated media services to ensure that projects are executed on-strategy, on-time, on-budget and on-quality. Involved from client onboarding through project completion, the Account Manager ensures clear and timely documented communication between the company and client, and between departments within the company.

The Account Manager quickly and accurately relays changes to the internal teams and ensures all required reviews have been completed prior to client delivery of materials. Additionally, the Account Manager is responsible for reporting campaign results, assisting with business and competitor research, and writing project proposals, project creative briefs, and meeting recaps. This role maintains a working knowledge of their clients' brand and consumer profiles, enabling them to create effective client presentations and pitch materials.

Love & Company, based in Frederick, Maryland, is a national leader in senior living marketing, research, branding, advertising, and sales management. We take pride in having a top-notch team of creative marketing professionals with extensive experience in their specific areas of expertise as well as senior living.

We believe in providing an excellent employee and client experience by :

Role Primary Focus : Day-to-day client contact and management of project implementation.

  • Reports to : Account Strategy Director

Role Key Responsibilities :

  • Works with Account Coordinators for all administrative tasks and works in close collaboration with project management for project execution, including regular distribution of project status reports to clients to maintain alignment and organization.
  • Serves as the primary liaison between clients and internal teams.
  • Referencing strategy team directives, drafts project proposals, project briefs, and manages meeting recaps with Account Coordinator.
  • Collaborate with the strategy team to ensure projects align with marketing strategies and are executed on time and within budget. Also manages all project status meetings and media reporting meetings.
  • Pulls data for quarterly reporting and assists with analysis of campaign results to prepare reports for monthly / quarterly reviews.
  • Manages project profitability by monitoring budgets and addressing out-of-scope requests for rounds of changes with PM counterpart.

    • Detailed Responsibilities

  • Serves as day-to-day client contact and experience manager, supporting successful client onboarding and relationship building.
  • Develops and nurtures relationships as primary day-to-day client contact and manager of client experience. The strategy team nurtures the relationship from a client growth perspective, but the account manager manages the daily client interactions.
  • Prepares onboarding materials in accordance with established guidelines and formats.
  • Meets the stated client experience and relationship management criteria consistently to ensure that internal and external relationships support the company's core values.
  • Leads regular client status meetings and documents all client communications, including key discussion points and action items.
  • Presents and defends project proposals and ongoing campaign work to clients, quickly and accurately relays changes to internal team, and ensures feedback and approvals are secured, in accordance with established procedures and practices.
  • Addresses out of scope requests and changes identified by the Project Manager, working with the Project Manager to determine appropriate action and move forward in accordance with established procedures and practices, elevating issues as needed to Account Strategy Director / Program Director.
  • Supports implementations of marketing plan and strategies through the executions of projects on-strategy, on-time, on-budget, and on-quality.
  • Drafts quarterly tactical plan / project proposals in coordination with Project Manager, who develops appropriate scopes and schedules for ongoing client work.
  • Writes ongoing project briefs and work orders (based on strategy team directives).
  • Serve as a gatekeeper for all marketing assets prior to strategy team review. Reviews all creative and IMS deliverables against the project brief before the strategy team review. Ensure all deliverables / elements undergo internal approval process before being presented to client and proofreads, as necessary.
  • Coordinates with Project Manager and Account Coordinator to ensure timely execution of clients' projects.
  • Manages project budgets after the strategy team has set annual budgets and, with input from Project Manager, alerts and discusses with ASD / PDG issues or opportunities impacting project budget.
  • Can articulate a working knowledge of core agency service offerings / capabilities and their benefits, and senior living field and corresponding marketing tactics, and can identify and communicate to Project Manager and ASD / PGM additional services that may help the client achieve their objectives.
  • Analyzes and reports on clients' project and campaign results vs. goal and supports quarterly planning and monthly results reporting.
  • Ensures clients' CRM includes appropriate lead source codes for each campaign and the client team is informed to use the codes, then documents and reports results of each campaign.
  • Reviews and analyzes results compared to goals, notices discrepancies and inconsistencies (if any) in available information, identifies possible causes and solutions, and discusses with client and / or Account Strategy Director, as appropriate.
  • Prepares for and participates in reporting integration meeting with Account Strategy Director, Program Director, and channel managers to develop quarterly recommendations.
  • Prepares agenda and materials for monthly results reporting meetings and quarterly planning meetings with client and works with Account Strategy Director to prepare for meeting, anticipating how client will respond to situations and information and planning accordingly.
  • Participate in quarterly planning meeting, documents key discussion points and action items in written recap, then distributes Account Strategy Director-approved recap to client and appropriate internal team members.
  • Assists with business and competitor research for marketing planning and strategy development.
  • Manages project profitability
  • Reviews and analyzes existing client booked, pending and potential project revenue projections updated by Project Manager twice a month, identifies discrepancies or possible issues with achieving revenue as forecasted, and discusses with Project Manager to determine appropriate steps to address or adjust; elevates to Program Directory / Account Strategy Director as needed.
  • Has the ability to review and analyze internal estimates to ensure they accurately map back to proposals, and identify and address questions should they exist?
  • Demonstrates a working knowledge of and ability to communicate the terms of agreement, including client-specific modifications.
  • Manages out of scope client requests and changes, and elevates issues as needed to Account Strategy Director / Program Director.
  • Approves out the door invoicing before client delivery, identifying and troubleshooting any questions, addressing with Project Manager, PGD / ASD and Accounting as necessary.
  • Reviews project financial reporting, write off reporting for projects, and apply insights to ongoing management of accounts and project budgets.
  • Works collaboratively and effectively on the Client Team and more directly with the Project Manager to be accountable to and for the commitments made to the team.

    • Qualifications

    This is a mid-level account management position on the Client Team. The individual should have the following experience and capabilities :

  • Demonstrated critical thinking skills.
  • Demonstrated behaviors and skills that align with Love & Company's culture and values.
  • Three to five years of account management and marketing experience, at least two years in an advertising / marketing agency.
  • Proven track record of solid account management / project management specifically for creative projects, including direct mail, print advertising and collateral materials.
  • Superior problem solving, time management and organizational skills.
  • Strong interpersonal skills with the ability to work with all levels of the organization.
  • Excellent writing skills; command of language, grammar, and spelling; dedication to error-free work and communications.
  • Advanced knowledge of Microsoft Office (MS Word, Excel, PowerPoint)
  • Basic knowledge of Macintosh and / or Windows computers, especially with Microsoft Office and database management.
  • Ability to travel overnight when necessary.
  • Bachelor's degree

    • Growth Opportunities

    The Account Manager can advance to the Senior Account Manager role, which has the additional responsibilities to :

  • Manage larger and more complex projects and / or a larger number of client accounts.
  • Work more independently to manage client accounts.
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