This position is 100% remote the giant partners digital marketing team is searching for an account manager to act as the primary point of contact for our digital marketing clients. The account manager will oversee all aspects of projects. Set deadlines, assign responsibilities and monitor and summarize progress of projects. Prepare reports for upper management regarding the status of the project. The account manager's prime focus is centered around the client experience and is to ensure the overall adoption of our services and the continuation of client engagement through education, excellent communication with our clients, conflict resolution between clients and their services teams, and portfolio growth. This person will be an extremely collaborative, analytical, and organized leader, capable of prioritizing projects, establishing clear vision and rallying cross-functional teammates to achieve results. Responsibilities: - serve as the primary contact for all client feedback externally and internally - maintain automatic sends for existing clients via net promoter score platform(s) - send nps client feedback surveys to giant partners leadership teams - develop communication standardization across all service teams for an optimal client kick-off experience - observe client calls and meetings, conduct audits, drive feedback to marketing, sales and services teams, and act as a resource for giant partners clients - prepare quarterly business reports for giant partners clients with the help of services teams and develop strategies for growth and continued engagement between giant partners and clients - create methodologies to collect data that provide insights on the effectiveness of our services for our clients - ensure clients are prepared for success the first month, including expectation - setting, communicating and improving research and executional processes, and communicating timeline of deliverables - act as a resource for giant partners clients to address any concerns, comments, and overarching questions in regards to their account - conduct “surprise and delight” calls to clients emphasizing and recognizing account wins, ultimately creating opportunities for up-sells and cross-sells - develop process for and execute on identifying and saving potential lost clients - execute on lost client calls to identify pain point patterns and propose career development training where applicable to giant partners leadership - client outreach for giant partners clients with a poor experience - transfer findings to giant partners teams and develop go-forward strategies - execute client feedback surveys to gather feedback on services provided by the services team - perform thorough analysis of lost client reasoning, develop insights, and report findings and recommend action items to c-suite, and operational and services leadership & individual contributors to develop systems, processes, and execution plans that improve client retention - implement and maintain a process to effectively communicate positive feedback with managers and experts - generate positive reviews on directories, listings, and social media (such as facebook, google, yelp, upcity, etc.) marketing, services and business development teams skills & experience: - bachelor’s degree preferred - minimum of 1-year experience in a client success, business development or account management role - proven their ability to manage a book of business accounts managed in a previous role - proven track record of deepening relationships with clients through consistent quality assurance mechanisms - flourishes in a high-growth environment and adapts quickly to change - proven experience in generating client satisfaction, managing client expectations, and negotiate successful resolutions - collaborate with internal teams to push projects through completion in a timely manner - ability to manage multiple projects with strict attention to detail - excellent communication skills required must be able to commute to thousand oaks, 91320 benefits: - paid time off - continued education - ability to grow within the company - remote work on fridays about giant partners in everything we do, we aim to inspire confidence and action. Our signature service is helping business owners break free in the areas of business that were once holding them back. We give them tangible proof that small actions every day build a business worth creating and a life guided by their own design. We lead a fun-loving, dedicated team that is committed to excellence, always sees the upside to any situation and maintains the strength and flexibility to change course as our business evolves. Our company values are: - we genuinely and deeply care for our customers - we hustle hard for our customers - we learn continuously - we build trust - we make data-driven decisions - we commit to excellence - we dream big pay: $138.00 - $153.00 per hour exp j-18808-ljbffr