Senior Account Supervisor

SENIOR ACCOUNT SUPERVISOR

Quick Summary

Hybrid Work Schedule: Mon, Tue, Thu & Fri in office. Wednesdays are typically work-from-home, though occasional in-office needs may arise.

Who We're Looking For: A curious, confident, and proactive teammate who brings ideas to the table, asks the right questions, and isn't afraid to say what they think even when the news is hard to deliver.

Reporting To: You will report to the VP, Agency Experience.

Who We Are

The whole reason for our existence is to grow ourselves in order to grow those around us. This means exploring, failing, and trying again. We believe that through trial and error, the best ideas are born. This is why we promote Fearless Failure, allowing each team member to eliminate apprehension and go all in on presenting a new idea, even if it doesn't end up successful.

We believe in radical transparency, a way of communication that puts everything on the table. Everyone has the opportunity and responsibility to provide feedback and speak freely, no matter who presented the idea.

Our environment is built on the fundamentals of safety and trust, not comfort. Comfort leads to complacency, and complacency leads to dull ideas. Through safety and trust, we allow each team member to present ideas knowing they will be heard.

Position Description

There are two primary responsibilities within this position. This is because at SSDM we believe that the lead account person should always have in-depth input and insight into how the work they are shepherding for our clients is happening.

Part A: 

As part of the SSDM team, you will act as the agency leader in communicating and enforcing production and account service-related processes and standards. This includes the management of workflows and responsibility for deliverables coming in on time and within estimated hours allocation, as well as client relationship and strategic input oversight.  The processes you will enforce at the onset are designed to be optimal for forecasting, tracking, planning and managing agency deliverables and profitability, as well as client satisfaction and longevity. The expectation is that you will continue to recommend improvements to existing SOPs that deliver even better against the same priorities. We are in a wave of growth and do not anticipate this slowing down, so over the next 12 - 18 months we will ask you to build and mentor a team of both project and account service managers, identifying and mentoring those with the greatest potential for growth.

Part B: 

You will be an important counterpart to a stakeholder within our largest client and meet with them regularly. This stakeholder will ask that you be on top of all work, have in-depth knowledge about their website and campaign standards and configurations, help them manage forecasted needs and solve unique challenges. 

For both aspects of this position, you will work directly with top agency leadership to understand and expand/perfect reporting needs, process considerations, and contract structures, using this information to drive peak performance across the agency. Ideally, you will become a highly valued partner to SSDM leadership by showcasing leadership-level thinking, action, and team/work management.

Expectations

You…

• Quickly become the ultimate agency expert on Wrike (our project management software) 
• Accept full responsibility for the timeliness of all agency deliverables, using good judgment to raise red flags with leadership when work or workloads go off-track. Additionally, you will work with Wrike and other tools to further refine and perfect reporting dashboards that allow leadership to easily look at the current and upcoming work from various vantage points.
• Bring great thinking, manage work with integrity, and pitch in where needed
• Provide your fellow team mates with regular feedback on their project-related work (both good and that needing improvement), as well as regularly seeking feedback from the team to assure you are aiding them in producing and delivering their best work
• Consistently meet deadlines by managing your time and workload like a top-notch professional
• Record your time accurately and daily
• Showcase strong written and verbal communication skills
• Are generally relaxed and lean into the positive, while remaining comfortable working through disagreement professionally
• Are highly collaborative and embrace teamwork and team spirit
• Are expert at presenting content and selling solutions to various stakeholders
• Are solution-minded; when something isn't ideal, you present the shortcoming alongside a proposed solution rather than complaining
• Are consistently self-driven
• Have the empathy to support clients and team members, and are positively assertive enough to surface potential issues early

Responsibilities

• Project management and account service processes and standards - both enforcing current and bringing forward recommended improvements as work load and type change
• Manage and guide a team of CX/PM specialists to ensure consistent quality of direction, planning and client service across all accounts
• Maintain continuous oversight of the entire agency workload, ready to report to leadership at any time on heavy-lift projects and looming issues
• Monitor Wrike to ensure best practices and SOPs are followed consistently, utilizing inconsistencies within the team to practice your effective and diplomatic people skills
• Serve as the senior point of project accountability for our largest client
• Fill in as PM back-up across accounts to ensure timely completion and accurate workload projections
• Meet with leadership as needed to report on current work milestones, workloads, and forecasting, as well as process improvements

Desired Experience

• 8-10+ years of experience as a digital manager at a small/boutique agency
• Solid understanding/experience with measured outcomes
• Great track record of retaining and growing client relationships
• Extremely high natural attention to detail
• Structure and process oriented
• Bonus:  Some complex CMS/website management oversight experience 

Compensation & Salary Range

Compensation is commensurate with experience:

•       8-10 years experience: $100K+

In addition, every team member receives annual profit sharing beginning on day one. You'll be 20% vested your first full year, increasing annually until fully vested at year five. Distributions are paid as a lump sum in December. This is above and beyond your salary.

Benefits

•       Medical plan options with SSDM contributing to premiums, plus dental and vision coverage

•       401(k) with company match up to 3% of contributions is available after 90 days

•       20 days PTO annually, available after 90 days of employment

•       Paid Holidays: New Year's Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, and Christmas Day

•       Hybrid work schedule, most Wednesdays are work from home