Account Manager, CRO

Key Responsibilities:

• Client Relationship Management: Serve as the main point of contact for assigned clients, fostering strong relationships and understanding their business objectives. Conduct regular meetings and communication with clients to gather feedback and provide updates
• Cross-Functional Orchestration: Drives alignment across design, development, and strategy teams through clear briefs, timelines, and acceptance criteria, ensuring seamless handoffs and execution.
• POD Coordination & Alignment: Act as the central coordinator across the pod, partnering with Account Directors and assigning tasks to designers and developers to ensure efficient execution. Align priorities, manage resource allocation, and ensure all team members have clear direction, timelines, and requirements to successfully deliver against client goals.
• Communication & Transparency: Communicate project status, updates, and recommendations clearly to clients and internal teams. Own all client communication and ensure stakeholders are consistently informed and aligned.
• Client Portfolio: Manages a portfolio of 5–10 clients simultaneously, owning relationships, delivery, and performance across accounts of varying size, complexity, and scope, while maintaining responsibility for a book of business contributing ~$27K+ in monthly recurring revenue and ensuring high-quality service, retention, and growth. Effectively balances high-touch and lower-touch clients by prioritizing time and resources based on client needs, revenue impact, and growth opportunities.
• Proactive Account Leadership: Anticipates client needs, identifies growth opportunities, and surfaces risks early, bringing forward recommendations and solutions without being prompted.
• Client Retention: Maintain 90% of MRR from your client book of business
• Team Support: Step in to lead as AM across other accounts outside of your book of business when deemed necessary
• AI & Technology Utilization: Leverage AI tools (e.g., for task automation, summarization, QA, and insight generation) to improve efficiency, reduce manual work, and enhance output quality.
• Utilize and leverage Power Digital's Nova ecosystem as it relates to your department.
• Market Knowledge: Stay up-to-date with industry trends, emerging technologies, and best practices to provide valuable insights to clients

Key Performance Indicators (KPIs)

• Client Relationship & communication: Acknowledges all client Slack/email messages within 2-3 business hours and provides substantive updates within 1 business day. Share agendas 24 hrs before calls and send meeting recap + action items within 24 hrs after.
• How they get there: Demonstrates exceptional account leadership by gaining trust and providing support to their accounts. Owns client communication by keeping every stakeholder up to date, both internal & external.
• Resource & tools management: Maintain operational excellence across projects by achieving 90% on-time delivery of tasks in Asana each month; ensure 100% ticket hygiene (every active ticket must include acceptance criteria, links/assets, owner, estimate, due date, and status).
• How they get there: Must be able to coordinate the resources accordingly in order to successfully meet the project needs. In between growth status meetings, provide a status/pipeline update at least once on all in-progress tickets until closure.
• Product quality & results:  Ensures a QA rework rate of 5% of deliverables, post-live rate of 2-3 issues per sprint within the entire book of business.
• How they get there: As a result of their management/ coordination, they are able to meet the needs of the project in a timely and successful manner.
• Client Satisfaction: Achieve an average client satisfaction score of 4.5 out of 5 on feedback surveys within the first 3 and 6 months with the client.
• How they get there: Ensure clients are satisfied with conversion rate optimization efforts and overall service by improving client feedback and satisfaction levels. This will be accomplished by regularly communicating progress, proactively addressing client needs, and resolving any concerns that arise.
• Client Escalation: Ensure client escalations are resolved and churn is avoided by maintaining 95% escalations closed with the client retained and active 60 days post resolution, proactively and accurately logging 100% of escalations on a weekly basis in the CS Sentiment Sheet
• How they get there: Partnering with the escalation lead assigned to define an action plan and providing at least two updates per week to clients and CS team until closure.

Most Important Things (MITs)

• Assertive Communication: Maintain clear communication with our internal and external teams. Drive agendas, notes, status, and next steps aligning timelines, scope, and outcomes.
• Client Retention: Maintain monthly recurring revenue retention & prevent churn risks.  
• Technology Utilization (AI & Tools): Leverage AI and internal tools to improve efficiency, quality, and scalability.
• Cross-Functional Orchestration: Coordinate design/dev/AD seamlessly with crisp handoffs and clear acceptance criteria.
• Proactive Ownership: Anticipate needs, identify risks early, and take action before issues arise.
• Resource Planning & Allocation: Understand pod capacity and capabilities end-to-end; build realistic weekly plans; proactively re-prioritize and reassign as needs change to maintain service quality and hit deadlines.
• Operational Excellence: Impeccable attention to detail, organization, and documentation, own the project lifecycle with clear acceptance criteria, thorough QC, and on-time deliverables.
• Strategy & Execution Balance: Balance strategic thinking with high-quality execution, ensuring ideas translate into measurable impact.

Role Requirements:

• Bachelor's degree in Marketing, Business, Communication, or a related field. Master's degree is a plus
• 1-3+ years of experience in account management within a marketing agency environment
• Strong knowledge of marketing strategies, digital marketing, and advertising concepts.
• Proficiency in using project management and collaboration tools such as Clickup, Basecamp, and Asana
• Excellent communication and presentation skills, both written and verbal.
• Leadership experience with the ability to mentor and guide junior team members.
• Proficiency in agile methodologies, such as Scrum, and the ability to adapt to changing project requirements
• Exceptional organizational skills and attention to detail
• Problem-solving skills with the ability to think critically and strategically
• Proven ability to manage multiple clients at once while maintaining quality and responsiveness
• Experience or familiarity with AI tools to improve workflows and productivity is a plus
• Strong client-facing skills, including the ability to build and maintain relationships
• English proficiency: B2 minimum

Power Digital’s people and culture are at the core of our success, which is why diversity in our team’s backgrounds and experiences are paramount. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, and backgrounds, who strive to make an impact inside and outside of the workplace. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employees' points of view are key to our success, and inclusion is everyone's responsibility.

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