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Account Manager - Memphis, TN #4550196

Company: OneKreate

Date: 02/13/2018

Category: Customer Service

City: Memphis, TN

Sandbox Studio, a CreativeDrive company, is the world’s largest accelerated content creation engine. With over 100 studios across the globe, our collective of creatives, technicians, makers and doers curate and manage millions of digital, motion, print and online assets on a custom technology platform that enables high efficiency at the highest creative standards. Our brands include; Sandbox Studio, Dune Studios, OneKreate, Hudson Studios, Totem Creative, PIA Agency and DoubleDigit. Our client brands include; Walmart, The Home Depot, Michael Kors, Calvin Klein, Kate Spade and more.

Account Manager

Client Services drives business growth by maintaining and growing relationships with assigned clients. This role serves as the client lead and is responsible for client satisfaction, ensuring a client’s experience matches or exceeds their expectation. This position is expected to oversee the client relationship and make certain accounts are consistently receiving best in class service, representing client needs and goals within the organization.

On a project to project basis, the Account Manager acts as the subject matter expert between the client and the internal production teams. The Account Manager is involved at a high level in any pre-production meetings to ensure proper understanding of the scope of the project and also schedule a recap of the project to glean feedback for improvement with the client. Often, the Account Manager would have more frequent contact for projects where the scope may shift while in progress.

Capacity to be the primary representative of Sandbox services to clients and to represent the client to Sandbox, including:

  • Act as an elevated point of contact for assigned clients (primary day-to-day contact is generally the Producer).

  • Manage and develop strong relationships with client decision makers through ongoing communication.

  • Be the known point of communication for all issues and conflict resolution. Ensure that client issues are dealt with in an efficient manner, informing management of any problems that arise.

  • Be the known contact for all requested services outside of the established production routine.

  • When necessary, maintain contact with clients for all phases of projects, insuring smooth communications at all times.

  • Ensure project schedules are communicated and adhered to.

  • Work closely with the project team in order to maintain a continuous high level knowledge of project status.

  • Provide regular two-way communication between the client and team, to provide strong team representation, and set proper client expectations.

    Establish routine check-ins with clients to ensure continued growing client satisfaction:

  • Collaborate with Producer’s to ensure clients feel valued. Activities include phone calls, lunches, dinners, holiday gifts and other touch points that differentiate CreativeDrive & Sandbox as a valued partner.

Capacity to provide high-level support to production teams, engaging the involvement of management as needed:

  • Lead the local production teams in the development, planning and successful execution of projects. Take ownership for quality execution of all projects undertaken by the team.

  • Responsible for managing internal communication between Photo, Production and Post Production teams to ensure proper collaboration.

  • Dissemination and provision of information, needs analysis and obstacle resolutions via appropriate communications channels to relevant management.

  • Develop and document protocols and routines for premium client experience.

  • Dissemination of newer workflows and developments to improve existing accounts as appropriate

  • Onboarding of new clients with collaboration of the local teams, including: determining workflow processes, overseeing the creation of style guides, coordinating engineering needs with the Corporate Photo Engineering team, coordinating systems needs with the Development team, working with the local Directors and Post departments to secure resources and ensuring that documentation is updated.

  • Provide feedback to local management on whether the appropriate personnel are on the project, making suggestions for change.

Capacity to oversee the quality of the product and services provided to the clients to ensure that they meet CreativeDrive / Sandbox’s and the client’s standards, as the budget allows:

  • Ensure all processes and procedures are completed, quality standards are met.

  • Collaborate with Creative Directors to audit delivered imagery and/or client’s final output to ensure that the met or exceed quality standards and client expectations.

  • Review all major deliverables outside of the normal production (i.e. strategic briefs, styles guides, test imagery, marketing imagery) prior to delivery.

  • Evaluate job profitability of the assigned accounts and work with the team to make the appropriate changes in production costs or pricing.

  • Capacity to position CreativeDrive & Sandbox for profitability and growth with assigned accounts, including:

  • Expand visibility and strengthen position with existing clients by deepening the relationship and cultivating new relationships.

  • Pursue and be aware of opportunities for account growth and new business, sales or other support.

  • Understand capabilities and services of CreativeDrive services, and effectively communicate all offerings to the client.

  • The ability to identify, evaluate, estimate, and negotiate project opportunities in collaboration with the Business Development team.

  • Bachelor’s degree or equivalent industry experience

  • Minimum of 5 years in account management or client services in a creative production environment or media agency

  • 2+ years’ experience growing business relationships at a senior management level, managing account relationships with a value of at least $1M

  • Proficient in Excel, Word, PowerPoint, Keynote and familiar with Photoshop on MAC

  • Leadership skills, excellent communication and interpersonal skills with ability to demonstrate initiative, self-motivation and assertiveness

  • Highly organized and focused multi-tasker with strong attention to detail

  • Ability to manage conflict with clients and/or internal teams

  • Strength in developing strong internal/external relationships

  • High level of energy and commitment with ability to work in a fast-paced changing environment

  • Track record for forward and innovative thinking

  • Strong written and verbal communication skills

  • Demonstrable account growth with ability to assist in building and implementing long term strategic account plans

  • Proficient in selling creatively and strategically, with strong analytical and project management skills

  • Excellent client services and presentational skills and experience with estimate/proposal development.

  • Ability to educate clients on product suite and best practice tactics

  • Understanding of production workflow

  • Ability to generate account revenue annual forecasts

  • Ability to travel as needed, up to 25% of the time

ID: 2018-1440

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