Account Manager/Client Relationship Manager

This Is A Night Position: You Must Work 7:00/8:00 am - 16:00/17:00 pm MT. (adjusted for daylight savings time)
You will be required to be on camera much of the time for client/staff meetings and dressed professionally. You must also have a professional background and a quiet environment. Please respond to this job post with your resume and the word blue in the subject line. You also must appy and interview here: ----------

At Twelve Legs Marketing, our mission is to ensure the success of our clients AND our team. You are given resources and processes that empower you to guide clients through prioritization instead of saying yes to everything and living in a constant fire drill. We believe that planning, regular communication and managing expectations is the foundation of success.
Your main objective will be to ensure both client project needs and company production standards are met by managing a portfolio of clients.
You will be responsible for managing client relationships, reviewing monthly performance and projects’ progress, helping them understand the value of our services by highlighting successes, addressing any questions they might have or future needs they express.

You need to ensure our clients’ goals are being met, that all Twelve Legs Marketing deliverables are in the best presentable format, that there are no errors, and ask the right questions to ensure the information presented is accurate.
At Twelve Legs Marketing AMs work with our project management system to prioritize, schedule and follow through with all team deliverables, which also includes planning work in 5-day sprints to remain agile.
Our Team
We are entrepreneurs at heart. Call us hustlers if you like. We own our projects and drive them forward. You might quite like us if you:
* Care about clients’ success
* Thrive when working as team
* Enjoy a dynamic work environment
* Take ownership of and pride in your work “Your project, your baby”
* Share ideas and knowledge with the team
* Strive to learn in every possible way
* Organize yourself and deliver on-time
* Have a growth mindset
* Go the extra mile
* Enjoy performance incentives
* Love all things marketing and are actively working towards becoming the best version of yourself

Job Purpose and Goals:
* Develop/Continue successful relationships with clients
* Learn the specifics of each client’s business to manage the account accurately, while protecting Twelve Legs Marketing’s interests
* Ensure company production standards are met by managing a client portfolio and maintaining a 95% renewal rate, annually
* Proactively propose and sell agency services
* Meet with clients to educate on current trends, prepare all enhancement proposals, and ensure concerns are addressed in a timely and professional manner
* Review all upsell opportunities to ensure accuracy and marketability
* Support growth of portfolio of clients by at least 6 new accounts per year
* Conduct monthly client meetings
* Connect with channel experts to ensure client’s expectations are met, projects are kept on schedule, and the work is completed within the predetermined budget
* Coordinate directly with developers and designers to scope, test, and follow up on website and campaign work
* Thoroughly understand and comply with company policies and standard operating procedures
* Improve and assist in the documentation and evolution of standard operating procedures
* Assist in the development and implementation of both the company’s and clients’ strategic plans
* All other duties as assigned
Key Skills Required
* A minimum of three years of account management experience in an agency environment.
* Proficient in Microsoft Office, Keynote and Google Workspace.
* Ability to anticipate challenges, and pro-actively determine solutions.
* Strategic thought process with regards to design and execution
* Client communication: Ability to communicate clearly, concisely, and professionally (verbal & written).
* Team communication: Document client conversations and needs in depth and in written form to allow teammates to execute accurately
* Maintain professional appearance and presentation at all times
* Practices fanatical attention to consistency and detail
* Ability to manage and prioritize multiple projects at one time for self and teammates
* Ability to assume responsibility for completion of projects in the absence of direct supervision.
* Excellent written and spoken English, as our clients are based in the U.S. and proficient communication is essential.
* Strong analytical skills — comfortable interpreting digital campaign and website performance data (Google Ads, GA4, SEO reporting) and knowing when to ask questions if something seems off.
* Adaptability — comfortable wearing different hats across projects; ability to write copy for social media or other content when needed is a plus.
* Comfortable operating in WordPress, the Google Ads dashboard, and similar client-facing tools (or willing to learn) is a plus.

Client Communication
Client communication can be dynamic. You’ll need to ensure all emails are answered in a timely manner. If a client request needs time to source answers, acknowledging receipt of the inquiry and providing time expectations is a must.
Responding immediately is not always the right approach. Take a beat to fully understand a question or situation, and when needed, seek input from a teammate before responding — our work often involves technical complexity where a colleague may hold an important detail you don’t have yet.
Efficiency in communication will be key to you staying successful within our team. Not every request needs to be a phone call.
Professionalism is something we and our clients value.
Project Management
You need to keep projects moving. By using our system, you'll be working with other tea ---------- mbers to plan weekly work and new requests that come in. Every deliverable goes into our project management system so it can be planned and tracked within a 5-day work sprint and also enable the team to focus on their areas of expertise rather than project management.

Team Support
Our agency is built on retention and work/life balance so it’ll be a priority to check in with your team regularly, as well as with your assigned clients, in order to manage all aspects of client work.
Manage Client Relationships
* Manage 20-30 clients (depending on account size)
* Participate in prospective client presentations
* Execute kick-off calls
* Perform monthly client reviews
* Take to heart the company's Mission-Vision-Values statement
* Participate as a team player in providing value to the company
Manage Client Work Execution
* Understand client needs
* Prioritize client requests
* Assign tasks to team for execution
* Coordinate directly with developers and designers on task scope, testing, and follow-up, particularly for website and campaign builds
* Follow up on projects
* Review presentations, content and reports before they reach clients
Communicate - communicate with internal and external teams on progress, challenges, recommendations, etc.
Organize - keep track of campaign calendars, topics and budgets; following established company trackers, and document steps followed in custom campaign management and/or reporting
Update each client’s tracker with completed tasks and open items on a weekly basis, and confirm records are current at each month’s close
Admin:
* Track and report time via company HR software
* Provide weekly reports to company leadership
* Prepare and send monthly client performance/update emails summarizing work completed, key metrics, and next steps
* Attend tea ---------- etings and lead discussions related to client’s projects
* Lead client meetings to provide insights, recommendation and guidance - e.g. lead and record video calls via Google Hangouts, provide answers to questions, etc.
* Maintain and update all internal processes, schedules and communications
* Preparation and management of project budgets and tracking of project costs
* Manage and process client estimates
* Collaborate with billing team to support invoicing
The Twelve Legs Dogma
In the spirit of full disclosure, there’s something we should tell you right up front. We love dogs. We all have dogs…they sometimes accompany us to the office…they’re simply a fundamental part of the Twelve Legs family.
Our fondness for pups even influences how we do business.
Some call them brand values, we like to think of it as our organizational dogma. Striving to emulate the qualities that make our canine companions so darn special, we are:
Welcoming
Smiles and tail wags…we love seeing you and we love working with you, always.
Enthusiastic
We approach every project, every partnership, every day…with unleashed ambition.
Intelligent
Instinctual, astute, and progressive, we mix well-trained experience with timely new tricks.
Curious
Always sniffing around for new things, an inquisitive spirit invigorates our work.
Faithful
In business and in life, partnerships are meaningful—we stick by your side no matter what.
Genuine
Authentic and well-tempered, we stand our solid ground refusing to be anything but ourselves.