Manager | Client Servicing |Account Management

The Account Manager is responsible for maintaining a leadership position in the market by contributing to:
• Success of a set of assigned client accounts, leading to account renewals and upsells
• Building of capable, independent and motivated teams
• Smooth inter-department collaboration through timely, accurate and complete dispensing and collection of information

Role Responsibilities & Deliverables
• Strategic
• Receive medium - large client briefs and decode them with the team
• Review client briefs received & decoded by Associate Managers and Sr. Executives
• Communication & Coordination
• Regular touch-base calls and meetings with clients to provide updates, collect feedback, build relationship , understand client’s strategic / growth plans and identify upsell opportunities
• Daily communication with clients to provide updates and collect feedback
• Ensure timely and prompt action (by the team) basis client feedback
• Ensure timely and proactive response to client emails (by self and by team)
• Review accuracy and completeness of information to be shared with functional teams
• Coordinate with functional teams to ensure timely, accurate and complete delivery of client work
• Account Management
• Brainstorm with relevant teams for client pitches and execution of briefs
• Ensure accurate referencing and industry benchmarking by the team
• Review all postings going on social media platforms
• Attend shoots and music recordings
• Vendor management for outsourced work
• Maintain and create campaign cost sheets
• Review and share weekly JSRs with clients
• Client on-boarding
• Review & vet presentations created (by the team) for client meetings, internal management meetings and case studies
• Pitch new concepts to existing clients, based on specifically identified needs of the client
• Industry benchmarking basis the competitor analysis process. Identify process improvements, new potential offerings and internal training needs basis the same
• Reports
• Ensure timely collection of data and inputs from functional teams for the purpose of social media and brand analysis report creation
• Review reports created for social media and brand analysis
• Finance
• Raise all financial paperwork to clients and review those raised by vendors
• Calculate BCMA accurately
• Regular follow up with the client for due payment and ensure it’s release by the due date
• Review all financial trackers and update the Associate Account Director on the same. Provide necessary inputs and course correction where required. Ensure their creation at the pre-defined frequency
• Team
• Organize weekly team meetings to track work progress and provide feedback to the team as a whole
• Organize regular one-on-one discussion (with team members) to provide and collect individual feedback
• Hire capable, independent resources that can understand, communicate and execute client briefs accurately
• Create a team culture of research and self-development
• Build more capable teams by mentoring and guiding them to find solutions proactively – on the client-side as well as internally
• Work with the L&D team to structure training programs that directly impact work quality along with specific competencies

Core Competencies
• Business & Financial Acumen
• Fluency in comprehending and maintaining financial data
• Leadership & Team Management
• Keep team members motivated at all times
• Provide appropriate level of feedback concerning team progress (via performance reviews and on the job feedback)
• Train and motivate the team
• Industry Knowledge
• Update self and the team on the latest industry trends
• Customer Focus
• Inside out knowledge of client business
• Timely resolution of client escalations / feedback
• Planning & Organizing
• Tactfully prioritise tasks and projects to manage work across brands
• Deliver quality work within deadlines with the available resources
• Keen eye for detail
• Communication
• Excellent written and verbal skills
• Ability to clearly articulate complex ideas and strategies to clients and the team
• Ability to sell work and ideas, and respond positively to feedback