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Account Manager

Job Details

Scottsdale, AZ
Full Time

Description

Overview:

An account manager is the liaison between the agency and our clients, serving as the strategic quarterback for their clients. This person will oversee the agency-client relationship, determining clients’ needs—what they’re looking to achieve short-term and long-term—and ensuring the agency delivers.

 

An account manager works with senior members to strategically plan and consult for their clients.

Attributes of a Successful Account Manager at TJA:

  • Empathetic – deeply understand the goals, drivers, and needs of others
  • Service-oriented – ready to go the extra mile for their clients
  • Consultative – provides professional recommendations vs. being an order taker
  • Strategic – doesn’t get trapped in the weeds, understands the bigger picture
  • Caption of the Ship – gets excited about taking others along on the journey 
  • Proactive – doesn’t wait to take action, is in charge
  • Responsible – takes responsibility for their actions and outcomes; is accountable to others
  • Good Communicator – writes articulate emails and speaks for impact; confirms that the other side has the same understanding
  • Public Speaker – isn’t afraid to lead meetings with confidence and conviction 
  • Is Prepared – doesn’t get hit with surprises; does the preparation work that others skip
  • Great Listener – active listener, listen to understand and dive deeper vs. listen to respond
  • Asks Meaningful Questions – deep questions designed to elicit insight and emotion, not just surface content
  • A Closer – knows when to ask for the business; isn’t afraid to discuss value or money
  • Forward-looking – doesn’t just look in the rearview mirror; always asks “what’s next?”
  • Fact-based – based in reality; knows that “hope is not a strategy”
  • Always Learning – invests in their skills and knowledge to keep driving forward
  • Fearless – takes the knocks; willing to have the tough conversations
  • Team Player – looks out for the team; collaborative
  • Good Negotiator – looks for the win/win in every situation; grows the pie
  • Authentic – comfortable with their true self
  • Trustworthy – earns and deserves the trust of customers and colleagues
  • Problem Solver – hustles to find a solution; willing to roll up their sleeves to get the job done
  • Emotional Intelligence – self aware and don’t let their feelings rule them
  • Social Awareness – reads body language and facial expressions to understand mood/receptivity
  • Adaptable and Flexible doesn’t get overwhelmed with change
  • Attention to Detail – diligent and observant; the little details matter and make a difference 

Qualifications

Responsibilities:

  • Retaining clients and building strong, trusting relationships on a personal level
  • Providing superior customer service and ensuring client satisfaction
  • Understanding client needs and identifying new business opportunities within your portfolio
  • Craft Proposals, Change Orders and SOWs for clients 
  • Collaborating with assigned internal teams and directors to deliver business and marketing solutions 
  • Leads workshops (branding, customer journey, insights grid, priority star, etc.) tailored for client needs  
  • Leads quarterly and annual client reporting and planning 
  • Leads strategic presentations by gathering and synthesizing data, creating presentation outlines, and tying all the information together
  • Monitor sales performance metrics and create value to enhance results for your accounts
  • Understanding all facets of the client, their industry/business and their expectations
  • Understanding the right mix of agency services (paid media, email, web, PR, creative, etc.) to fulfill a client’s needs
  • Timely replies or acknowledgments to clients over the phone, emails, etc.
  • Knowing how to position information in such a way that the client will respond positively
  • Knowing when to ‘push back’ and how to do so respectfully by providing expert recommendations and solutions that move the business forward
  • Understanding the financial status of a client and the profit margin represented to the agency
  • Leading and referree-ing meetings
  • Working with senior client service member to strategically plan for the client to reach and exceed their goals
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