Leading, managing, and holding accountable- Create a vision that motivates and inspires direct reports; provide direction on how they can execute own positions; hold employees accountable for following through with their duties - rewarding and disciplining where necessary.
Organic growth- Proactively find ways to re-sign and grow current client accounts year over year. Work with direct reports to identify new ideas, areas of opportunity and improvement and bring these to clients regularly.
Client satisfaction- Ensure that the clients are satisfied with the work together including establishing baseline client satisfaction metrics, setting goals, and developing and implementing strategies to achieve exceptional client satisfaction results. Seek feedback regularly and resolve issues and concerns quickly and effectively. When necessary, make changes to teams, strategies and budgets to come to mutually beneficial resolutions for both the business and the client.
Team resourcing- Ensure that client account teams are put together with the right mix of talent from the account supervisor to the specialists, including any outside contractors. Identify the number of staff and type of staff that are required to meet agency and client needs. Consider the appropriate balance between internal resources (staff) and external resources (such as contractors). Play an active role in recruiting new team members. Part of team resourcing also includes managing team bandwidth. Develop and manage a system that tracks team bandwidth. This system will keep employees on track to achieve their billable targets, help with resourcing for new business planning, and identify areas for outside support when necessary.
Team development- Ensure the team has the knowledge to do their jobs and grow in their skills and contributions to the agency. This starts with ensuring new team members are properly onboarded and acquire the necessary knowledge, skills, and behaviors to thrive. Our client is a big believer in continuous improvement. They use the Traction 5/5/5 system to manage employees’ work through their core values and the Traction Entrepreneurial Operating System. Work with current team development processes, as well as identify and add new ones to help employees grow in their knowledge and grow in their roles.
Quality plans- Plan development includes research, evaluation, and a focus on achieving measurable objectives. Be the ultimate owner of quality plan writing, making sure team members write quality plans designed with appropriate measurement and results in mind. Develop processes and templates for the team to use to write plans and will review all plans before they go out the door to clients and ensure they meet the company's process and quality standards.
Account profitability- Work with the business development team and your account supervisors to inform scopes of work and the creation of budgets on the front end, and with account leads throughout the delivery of services to ensure budgets are managed successfully. Ensure that any incoming bills from freelancers or outsourced work properly matches estimates, and review/approve prior to sending to Accounting. Review invoices for client work according to contract terms on a monthly basis.
Account service process and tools- Keep a continuous improvement mindset, working with team to evaluate, develop and implement the use of new processes and tools that will standardize the way our client services their clients. You will do so because you understand that processes and tools can improve the quality of our work and provide clearer expectations for employees during their onboarding and training.