Account Director
Position Summary:
The Account Director steers the client services ship for a handful of assigned client accounts. This includes all efforts regarding strategy and research related to new projects or strategic growth of existing campaigns, internal brainstorming, audience segmentation and communications strategy.
While they may not oversee the day-to-day running of the account, they are responsible for managing that account and maintaining an excellent client relationship.
The Account Director will be responsible for contracts, including contract renewals as well as quality control on the account, and actively pursuing new opportunities with the client. The Account Director will establish goals and budgets with the client, be there for conflict resolutions, ensure timely deliverables, write strategic/creative briefs, and approve payments to and from the client. The Account Director reports to the Director of Client Services.
Primary Responsibilities:
- The Account Director will know more about the account(s) he or she is assigned to than anyone else in the agency. Above all, will serve as the go-to person on that account.
- Plan, develop and implement effective marketing strategies as they relate to customer relationship management (CRM) and database marketing.
- Serve as client SMART Team lead. As lead, the Account Director will be responsible for conducting internal SMART Team meetings, assigning appropriate SMART Team members per client project and executing efficient internal communications between SMART Team members.
- Provide strategic guidance on weekly client status calls.
- Responsible for all marketing research related to client and/or campaign strategy.
- Present strategies and solutions to clients on conference calls and presentations.
- Analyze marketing campaign effectiveness, including return on investment. Present findings, conclusions and implications to clients.
- Provide and merchandise value-added services to clients and seize opportunities to upsell the account.
- Alongside the Business Development team, responsible for developing and presenting Quarterly Business Reviews with the client.
- Attend bi-weekly Business Development meetings.
- Represent LionShare as an expert in the healthcare CRM industry by presenting webinars and speaking at both local and national events/conferences.
- Participate in onboarding and annual HIPAA training on security policies and procedures. Participate in team outings.
Administrative / Project Responsibilities:
- Work with Account Manager to request pricing for project estimate.
- Present project Estimate/Order Confirmation outlining project overview, scope and overall budget and present to client.
- Hand off project to the Account Manager once the Estimate/Order Confirmation has been approved by the client.
- Outline criteria and enter all ad-hoc reporting requests including campaign ROI and Utilization reports for the DIATA team.
- Interpret and share reporting results with the client.
- Develop case studies from successful campaigns.
- Facilitate all client strategy calls and include internal SMART Team members as needed.
In addition to the functions of this role noted above, the Account Director will assume the following responsibilities:
- Report client SMART Team successes, challenges, changes, strategy, etc. to the President/CEO.
- Train, coach and support new team members, focusing on their job responsibilities, performance expectations and position priorities.
- Develop processes to create and maintain client service procedures and assist with audits as needed.
Skills, experiences and qualifications required for the position:
- 7-10 years of progressive account management experience with demonstrated ability to develop innovative solutions for clients to help them meet their objectives and effectively lead team members in providing client deliverables
- Healthcare marketing experience, preferably in a hospital or agency environment
- Comprehensive experience in creating and implementing direct mail programs and/or targeted CRM programs and associated budgets
- Client service focused and process-oriented
- Superior communication skills, both verbal and written
- A very strategic and disciplined thinker
- Adept with multi-tasking and working under stringent deadlines without compromising on quality
- Aptitude to understand the “big picture” of the business and how the pieces fit together
- Proven ability to build and maintain enduring client relationships
- Display problem solving skills; clear roadblocks for every situation or issue; is resourceful
- Strong attention to detail
Previous positions, companies or experiences that are beneficial:
- Previous experience working at a marketing firm/corporate department or advertising agency
- Experience with CRM/Business Intelligence platform marketing capabilities
- Experience with healthcare analytics or marketing
Behavioral traits and/or professional beliefs essential for this position:
- Exceptional business skills and salesmanship
- Operate with a sense of urgency
- Accept personal responsibility and demonstrate ownership
- Ensure the finished product/service is always of the highest quality
- Embrace implemented change with a positive spirit
- Use active and reflective listening skills
- Embody the spirit of teamwork – we all row together
Applicable Role Levels:
- Account Director
- Sr. Account Director
Account Manager
Position Summary:
The Account Manager will provide day-to-day account management for assigned clients. The Account Manager is the glue that holds account projects together and will have an intimate understanding of their client’s core business goals and initiatives, as well as ensure that a strong working relationship is established and maintained. The Account Manager will manage production traffic with internal team members and external vendor partners to guarantee that all client project deliverables, timelines and budgets are met. The Account Manager reports to the Director of Client Services.
Responsibilities:
- Communicate directly with Account Director and/or client contacts to ensure all of the project deliverables are completed on time, on budget, striving at all times to exceed client expectations.
- Campaign strategy
- Initial count strategy, preliminary counts and subsequent revisions
- Estimates and Order Confirmations, including revisions if required
- Maintain and communicate project timelines
- Work with internal SMART Team members to meet client deliverables.
- Internal Work Requests – design, copy, HTML
- Count and list requests
- Outline criteria and submit all standard client reporting requests to the technical team. Final reports to be provided to the client with any key points derived from the reports.
- Facilitate weekly client status calls.
- Send out weekly client status update sheets.
- Invoice clients upon project completion.
- Participate in onboarding and annual HIPAA training on security policies and procedures.
- Participate in team outings.
In addition to the functions of this role noted above, the Account Manager will assume the following responsibilities:
- Train, coach and support new team members, focusing on their job responsibilities, performance expectations and position priorities.
- Develop processes to create and maintain client service procedures and assist with audits as needed.
Skills, experiences and qualifications required for the position:
- 3-5 years account management experience in a client facing role
- Strong ability to manage multiple projects, details, and changing priorities in a fast-paced environment
- Ability to work under stringent deadlines without compromising on quality
- Operate with a sense of urgency
- Strong attention to detail
- Superior proofreading skills
- Display problem solving skills; clear roadblocks for every situation or issue; is resourceful
- Ability to build and maintain enduring client relationships
- Client service focused and process oriented
- Effective communication skills
- Proficiency with Microsoft Office Suite
Previous positions, companies or experiences that are beneficial:
- Experience working at a marketing firm/corporate department or advertising agency
- Direct mail and/or digital marketing experience
- Experience with healthcare marketing
- General print production
Behavioral traits and/or professional beliefs essential for this position:
- Self-driven to meet and exceed expectations
- Flexible, positive work attitude
- Accept personal responsibility and demonstrate ownership
- Willing to improve and learn new skills
- Embrace implemented change with a positive spirit
- Use active and reflective listening skills
- Embody the spirit of teamwork – we all row together
Applicable Role Levels:
- Account Manager
- Sr. Account Manager
Our company provides many fringe benefits to include but not limited to:
- Health, life, and disability insurance
- Supplemental insurance
- 401K plan
- Profit sharing
- Quarterly team building
- “Summer Hours” every Friday
- Monthly success social hour
Please send your resume and credentials to success@lionsharemarketing.com for consideration. EOE
