Rauxa

Account Director (Toronto)

US
Job ID
2018-1747
Category
Account Services

Overview

The Account Director is responsible for driving account management best practices within the agency.   Responsibilities include training and developing Account team members, defining and managing client satisfaction goals, addressing high profile client issues, ensuring the appropriate staff/resource mix, and contributing to the broader organizational development.  The Account Director is focused on elevating the RAUXA client experience through client relationship development, project management excellence, and proactive thought leadership.   The ideal candidate will have extensive agency account management experience, with a proven track record of building outstanding client service teams.  

 

The Account Director must have a thorough understanding of print and digital production processes, and be comfortable working at all levels across the Client Service team. 

What you'll do:

  • You will manage the Account teams across all RAUXA office locations
  • You will lead Account team initiatives, providing ongoing direction to ensure that consistent processes and methodologies are used across the agency
  • You will act as an advocate for client needs within RAUXA to other departments to provide superior client service.
  • You will build relationships with key clients, meeting periodically to solicit feedback on team performance
  • You will directly manage escalated client issues, partnering with the Account Leadership team to define appropriate responses
  • You will develop and deploy annual Client Satisfaction (C-SAT) surveys to gauge team performance and client retention risks
  • You will lead the Client Service team to deliver world-class work to RAUXA’s clients on time, on budget, and with superior quality  
  • You will guide the Account team’s creation of detailed and accurate statements of work and project plans
  • You will assess staffing needs and proactively manages potential resourcing issues
  • You will proactively identify customer issues and implements “Corrective-Plans-Of-Action” to improve Agency’s services for the client
  • You will work within existing agency processes & procedures while simultaneously seeking to improve executional efficiency in all processes performed by the Account team
  • You will hire, trains and professionally develops all assigned direct reports
  • You will hold all direct reports accountable for meeting internal and external deliverable dates
  • You will update and distribute RAUXA Client Service templates as needed
  • You will update and distribute RAUXA Client Service procedures as needed
  • You will provide ongoing Account team training to improve the agency’s internal workflows, project delivery, and client management
  • You will ensure that the Account services staff effectively manage communications, expectations, personalities, and situations in the best interests of 1) RAUXA and 2) RAUXA’s clients
  • You will guide the Account team to manage project profitability and drive topline revenue growth 
  • You will lead the Account team in formulating account-specific client satisfaction goals and related action plans
  • You will work with all other agency departments to learn, analyze and disseminate agency best practices
  • You will build quality into work processes and documents all process improvements
  • You will develop customized training materials for specific client teams as needed
  • You will develop and presents the annual Client Service business plan, which includes inside sales projections, staffing needs, and capital expenditure requests
  • You will continually build Client Service functional capacity in both account and project management
  • You will create employee development plans, and conducts annual reviews for all direct reports
  • You will conduct weekly one-on-one meetings with all direct reports in order to monitor project management and provide regular coaching and direction 
  • You will consistently demonstrate project management best-practices, and reinforces correct practices with assigned Account team members

Who you are:

  • You have excellent interpersonal skills
  • You have a proven ability to work with an executive team and translate company vision into executable and detailed plans
  • You have outstanding project management skills
  • You demonstrate the ability to design and conduct large group training sessions
  • You demonstrate verbal and written communication skills, including meeting facilitation and stand-up presentation skills
  • You demonstrate process management and leadership skills
  • You have creative problem solving and analytical skills
  • You have digital marketing experienc and direct mail experience
  • You are able to work well in a flexible, dynamic work environment

                                            

EDUCATION / EXPERIENCE REQUIRED:

  • BA/BS Marketing or Communication degree preferred (or equivalent experience) 
  • Agency experience required
  • Experience in a digital marketing agency desired
  • Client based experience a plus
  • PMO Certification a plus
  • Minimum of ten (12) years related industry experience

 

 

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