This role will be responsible for multiple key areas that are heavily influential to client satisfaction and evolution of client management, with a primary focus on top agencies and accounts. Daily tasks will range from analyzing client satisfaction within agencies, tracking growth and mapping teams/brands/spending habits, assessing internal KERV quality assurance processes that face clients, proactively generate strategic ideas for upsell/incremental in partnership with the Planning team, Sales team, and Activation team, ensuring KERV clients are continually informed on all things KERV and are strategically presenting first-to-market opportunities that accelerate partnership growth. Internally, this role would need to have oversight into campaign queues by attending campaign queue review meetings, while also monitoring assigned accounts and communication, etc. to ensure client retention and growth is maintained.

Seeking a candidate with strong communications skills who is process-oriented, solution-oriented, articulate, and is comfortable in dealing with client situations that are of high importance for retention, or possibly to diffuse upset clients. Experience in media, account management, strategy, client services and/or project management required

Responsibilities:

• Ensure clients are serviced like partners and satisfaction is maintained with key agencies overseen
• Ability to diffuse upset clients or high-risk situations strategically
• Have situational awareness to understand when clients are high-risk and implement solutions that retain and further the partnership
• Create and manage process that is cohesive with other Strategy teams, bridged with Sales, to best maintenance client relationships
• Ensure client satisfaction is always kept high with a preference this is tracked
• Provide mentorship, coaching, and oversight to junior-level team members as the department grows
• Stay informed on Kerv products, services, pricing, features, etc. to best serve the client across all LOBs
• Thoughtfully assess processes and implement optimizations to work smarter not harder, while creating a seamless client experience
• Sit across internal campaign queue meetings for complete awareness of assigned account statuses
• Identify clients who might be candidates for preferred rate cards and more partnership-level opportunities
• Professionally support Digital Strategy teams on client wrap or recap presentations, kick-off calls, etc. to client to emphasize KERV’s value
• Demonstrate proficiency with all systems used for day-to-day tasks quickly
• Proficiency with company terminology to hold thoughtful strategy conversations with Digital Strategy team, Sales team, and clients
• Assist Supervisor with documentation and maintenance of processes/best practices

Qualifications:

• Education level: Undergraduate Degree (or) an equivalent combination of education and work-related experience.
• 4+ years of position-specific experience
• At least 3 years of demonstrated experience managing client relationships with confidence
• Proficient knowledge of Excel including but not limited to particularly complex formulas, pivot tables, utilization and development of macros for streamlining data analysis processes, etc. is required
• Knowledge of CRMs, Project Management Tools (Teamwork), Media platforms – ad servers, DSPs, etc., PowerPoint, Reporting, Google Sheets/Slides, Reporting platforms (ex. Looker)
• Strong relationship-building skills and data-driven thinking demonstrated by a high attention to detail
• Outstanding skills in navigating high-importance situations
• Proficient teambuilding skills with established history of solution-oriented, problem-solving abilities
• Excellent written and verbal communication skills demonstrated via clear and confident communication with both team members and clients
• Able to resolve client issues efficiently, effectively and expeditiously in an independent manner
• Highly organized, process-oriented and proactive
• High degree of accountability and integrity
• Able to remain on task and avoid distraction
• Demonstrated history of completing tasks and projects on time without sacrificing high quality of work

Kerv Interactive is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected Veterans’ status or any other characteristic protected by law.