Key Responsibilities:
- Primary Relationship Lead: Serve as the main point of contact for all client communication, ensuring a high-touch, concierge-level experience.
- Executive Presence: Build and maintain strong relationships with client stakeholders and C-suite executives, moving beyond a vendor relationship to become a trusted advisor.
- Feedback Mastery: Proactively solicit client feedback, conduct NPS/satisfaction check-ins, and identify potential friction points before they impact the relationship.
- Strategic Alignment: Work closely with the strategy team members to ensure the client understands how our strategic roadmap aligns with their business objectives.
- Retention Ownership: Directly responsible for client happiness and account retention, ensuring that every client in your portfolio is a potential reference.
- Client Advocacy: Act as the 'Voice of the Client" within SmartBug, ensuring their needs and concerns are prioritized by the delivery teams.
- Conflict Resolution: Lead high-level conversations around client concerns or pivots in business direction, maintaining poise and professional integrity.
- Commercial Oversight: Mentor the financial health of the account, ensuring the partnership remains profitable and within the intended commercial scope.
- Organic Growth: Identify opportunities for account expansion and partner with Sales and Strategy to propose additional services that drive further value for the client.
- Brand Advocacy: Drive the collection of the client reviews, case studies, and awards to celebrate the success of the partnership.
Required Skills & Experience
- Experience: 5-7 years in high-level account management or client services within a digital agency environment.
- Emotional Intelligence: High EQ with a proven ability to manage complex human dynamics and build trust with senior-level executives.
- Communication Mastery: Exceptional verbal and written communication skills, with a focus on "storytelling" the value of the agency's work.
- Commercial Acumen: Understanding of agency economics, including retention metrics, lifetime value (LTV), and account growth.
- HubSpot Literacy: Sufficient knowledge of the HubSpot ecosystem to confidently discuss project status and strategic value with clients.
- Education: Bachelor's degree in Communications, Marketing, Business, or a related field.
Top Skills
What We Do
All Systems, Grow. Get the most out of your full customer lifecycle with SmartBug Media, a full service digital agency creating resilient growth in every phase to deliver predictable growth for your organization. We Know Where You Grow from Here. We empower you to leverage the tools you're already using while introducing you to cutting-edge revenue and predictable revenue-generating strategies. Backed by deep technical expertise, SmartBug is ready to skyrocket your company. Unmatched Expertise, Uncompromising Quality. We don't throw around the word “expert” lightly. Our team is composed of industry veterans who've honed their technical and strategic skills from top-tier universities and globally-renowned brands. With us, you collaborate with experienced professionals unmatched anywhere else. For over 15 years, we've not only mastered HubSpot, earning Partner of the Year twice and Elite Solutions Partner status. We have also established ourselves as a Klaviyo Master Elite partner, Google Premier partner, and proud Shopify partner. But we aren't about titles—it's our proven success, reflected in 500+ 5-star reviews, that speaks for our commitment to success. Now is the time to grow with SmartBug.
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