Date: 7/19/10
Who: Waggener Edstrom Worldwide Studio D
Position: Client Service Manager
Where: Seattle/Bellevue
What: The Client Service Manager will work on Waggener Edstrom’s Studio D digital marketing team supporting current accounts, and helping support new accounts, while focused specifically on the delivery of complex websites, email/newsletter programs, and other digital strategies. The role will require direct interaction and negotiation with existing clients, interpreting their business needs into strategic, actionable deliverables to be translated to internal teams for implementation. Responsibilities include providing world class client service and satisfaction, making needed course corrections and translating those changes to the internal team as necessary. The Client Service Manager partners with Project Mangers and other teammates to ensure project completion and delivery, as well as communicating with clients and setting expectations throughout the project timeline.
Responsibilities: Oversee and manage large complex website development and email/newsletter programs with clients. Negotiate tactfully and successfully with clients on work scope, prioritizing as needed while also maintaining and delivering exceptional client delight. Translate project goals and strategies into actionable plans and guidance for Project Management team, resulting in execution of gold-standard customer service. Partner with Project Managers to create budgets, timelines, proposals and statements of work with the aid of the team. Play integral role in strategic planning process; ensure that plans meet client business goals and needs. Manage client satisfaction. Hold regular meetings and/or maintain regular phone or written contact to keep key clients apprised of WE work progress, address issues that appear and solicit feedback from clients, and assess results against client expectations. Manage the development of client scorecards and resulting actions. Make presentations to groups of all sizes – both client and agency, small and large, formal and informal. Lead agency learning forums to share knowledge and increase leadership experience. Must be able to work at least a 45 hour week, including some nights and weekends and travel up to 25% Must be willing to relocate to greater Seattle area International travel may be required based on client needs (potential extended stay for up to 2 weeks) .
Requirements: 7+ years of account management in an agency and/or within the digital marketing field. Must have lead and implemented large, complex website projects and email/digital newsletter campaigns. 7+ years of execution experience including developing plans, partnering with project managers, developing client digital strategies, product positioning, negotiation and budget responsibility. Must be able to work under client and internal deadlines. Experience pitching and winning new business. Proven track record of creative digital influence and social networking. Must understand the changing face of influence ability to toggle seamlessly between traditional and new influence paradigms. Personal and professional hands on experience with social media tools (Blogs, Micro blogging, Wiki’s, Social Networks, RSS, etc. Travel up to 25%, as well as International travel may be required with up to 2 week stay. Bachelors Degree or above in communications, journalism or related field. Ideal candidates will have a diverse and integrated communications background from multiple disciplines, including advertising, direct marketing, CRM, digital/web marketing; that will include some mix of traditional and social media.
Contact: Please submit your resume (in a Word document only please) via our website.
