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Account Manager Passenger
Position SummaryWe are looking for a client services/account management professional who meets the following criteria and can drive strategic planning and community initiatives for a portfolio of top global brand clents.
? 6-10 years experience managing clients in the digital space (interactive marketing, social media, CRM, mobile, or software/technology)
? Experience in marketing research, strategic planning and/or private online communities
? Proven track record in managing complex client accounts with multiple stakeholders (e.g. marketing, brand, research divisions)
? Solid marketing and ability to interact with and present to CMO-level clients
The Account Manager will report to the VP Client Services and will be responsible for helping Passenger?s clients sustain and grow successful communities. Account Managers should have a passion for the space and an intellectual curiosity about the possibilities in customer collaboration as it relates to customer engagement and brand marketing strategy.
Responsibilities
Community Planning/Client Management:
? Responsible for all client communications, conflict resolution, and client deliverables
? Manage multiple projects simultaneously ? for various stakeholders on client side
? Ensures that client issues are dealt with in an efficient manner, proactively escalating any issues the VP Client Services and bringing suggested solutions to resolve these issues
? Responsible for development and delivery of all standard client deliverables (i.e. copy decks, project reports, project plans) ensuring quality standards and client expectations are met and delivered within pre-established budget and timing guidelines
? Communicate the client's goals and represent the client's interests to the team
? Understand the company?s capabilities and service, and effectively communicate all offerings to the client.
? Supervise Community Manager/Community Associate to maintain community inventory & planning calendar; provide ongoing coaching & mentoring
? Lead in weekly status calls & manage day?to-day client correspondence
? Responsible for working with clients to manage and execute recruitment efforts and/or reward programs
? Help manage account profitability as well as recruitment and reward budgets
Community Management:
? Monitor and respond to member sentiment/messages, communicate updates, opportunities or concerns to client in a timely fashion
? Manage event planning and communication plans
? Responsible for monitoring community metrics and recommending recruitment and engagement strategies to maintain optimal community health
? Oversee Community Manager(s) and/or Community Associate(s) to perform daily maintenance checks and respond to basic member inquiries such as login issues
Reporting:
? Responsible for developing and delivering qualitative and quantitative reports related to community activity
? Oversee Community Associate/Community Manager to prepare monthly metrics
Internal Responsibilities:
? Become student of online communities
? Become a thought leader for department sharing knowledge, reporting defects & product enhancements
? Contribute regularly to departmental discussions & help evolve & share departmental knowledge & best practices
? Provide support and training to Community Manager/Community Associate
Requirements
? Bachelor?s degree in Business, Communications, Advertising or related discipline with relevant experience will be considered
? 6-10 years of experience in a client-facing role in an agency/vendor environment preferred. At least 2 years of experience as the key day-to-day contact for a client.
? Good understanding of the digital space (social media, digital/integrated marketing, technology, mobile, online promotions or communication)
? Experience in marketing research, customer insights, and/or online communities
? Strong attention to detail and analytical and project management experience
? Strong written and verbal communication skills
? Proven ability to work under extreme pressure on multiple projects for multiple clients
? Strong computer skills is a must
| Location: | 6100 Wilshire Boulevard Suite 1110 Los Angeles, CA 90048 United States |
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Passenger
Investors: Steamboat VenturesAll Jobs: at Passenger
| Web Site: | www.thinkpassenger.com |
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| Headquarters: | 6100 Wilshire Boulevard Suite 1110 Los Angeles, CA 90048 United States |
| Industry: | IT Services |
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