The Engagement Manager is responsible for owning, managing and executing on the day-to-day activities that support a client’s overall account strategy. These activities may include consulting on interactive solutions, identifying client business development opportunities, planning, executing, and managing the day-to-day account aspects of a client engagement and focusing on client satisfaction initiatives. The Engagement Manager partners with other Client Services team members to ensure that One North’s engagements meet all requirements and client expectations and are of the highest quality. The goal of the Engagement Manager is to ensure all client account activities and digital engagements are successful, per the account plan, and positively impact overall client satisfaction. They are the connective tissue between the client and the internal team being responsible for overseeing complex projects to make sure our clients received a unified experience. They must lead from experience structuring multiple engagements with parallel work streams, spanning digital strategy, brand development, brand strategy, creative, design, user experience and development.
RESPONSIBILITIES
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Act as the primary day-to-day contact for both client and internal teams.
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Establish a consultative relationship with client contacts and develop an understanding of client goals, including how they relate to the overall account plan/relationship cycle.
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Communicate account and/or engagement objectives and success criteria for the client, internally and externally.
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Serve as the first line of support for client questions.
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Learn, understand and apply digital marketing principles to provide exceptional client solutions.
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Be a resourceful problem solver.
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Continuously learn and be an expert in the client’s business.
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Proactively identify issues and risks; know when to escalate issues and when to work through them on your own.
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Pursue opportunities to both lead by example and foster the talents of high-performing team members including mentoring more junior team members
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Assist with the internal change management initiatives and knowledge management associated with Client Services, Project Management, and QA processes and procedures including various internal process improvement initiatives such as those involving tools and knowledge management solutions.
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Advocate clients’ needs to experience design, strategy and technology teams to develop the ideal solution.
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Ensure the use of best practices and apply lessons learned from previous engagements.
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Review project plans to ensure they are aligned with established timelines and budgets.
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Track project performance and costs against project plan with project management support.
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Proactively provide clients with ideas and business building opportunities.
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Promote new thought leadership on behalf of One North
QUALIFICATIONS, EXPERIENCE, KNOWLEDGE AND SKILLS
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3-6 years of professional experience in a client engagement / account management capacity
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Experience in a client services organization or interactive agency, preferably on projects with top-tier professional services firms (including web, mobile, video, brand, and strategic consulting projects)
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Professional presentation, training and client-facing skills
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Effective negotiation and conflict management/risk mitigation skills
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Accountability and flexibility, with the ability to work in a fast-paced environment, managing multiple projects simultaneously
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Ability to work well under pressure
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Proven success and interest in a client service role
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Excellent client management and oral/ written communication skills
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Professional services organization marketing experience is a plus
