Account Manager, Client Experience

Known•New York, NY

2d•$80,000 - $95,000•Onsite

About The Position

Known's Client Experience team is responsible for the health of our client relationships and sets the quality standard for all work delivered. We partner with our clients to translate their business goals into meaningful outcomes with the support of our Science, Creative and Strategy disciplines. As a Client Experience Manager, you will be a key contributor to the team’s executional efforts across scoped accounts. You’ll work closely with Client Experience Directors and VPs to deliver best-in-class service to our clients. You’ll be responsible for managing client relationships and leading cross-functional teams to deliver exceptional work on time and within budget.

Requirements

6+ years of agency, consulting, brand manager or similar professional services experience
Proven AOR experience as lead contact and skilled at forging and growing a strong relationship with client and leading partner agency roster
Account or project management experience, especially for an annual account relationship and/or highly technical or detail-oriented projects
Effective partnership skills to form relationships with creative, strategy and media teams, ensuring the highest quality, strategically sound work that delivers on clients’ objectives
Superb communication, storytelling, and presentation skills
A strong understanding of agency financials including creating statement of works and managing hourly reporting and resourcing
The ability to think strategically, analytically, and proactively about diverse business problems
The ability to manage and be accountable for client satisfaction, growth and retention
A desire to work on challenging problems that require flexibility in approach
Act as a mentor for junior CX staff, providing mentorship, career development support, and a responsive approach to both challenges and opportunities
Positive and collaborative mindset
Ability to flex across clients from various industries including Entertainment, Financial, Non-Profit

Nice To Haves

Experience working with entertainment clients is a plus
Experience working closely with media teams is a plus

Responsibilities

Proactively scheduling, planning, and facilitating all client-facing and internal project meetings, ensuring clear agendas are set, materials are prepared in advance, and detailed minutes and action items are captured and distributed promptly. This also involves managing follow-ups to maintain momentum.
Developing, maintaining, and rigorously tracking detailed project plans and timelines, utilizing appropriate project management tools. This includes identifying critical paths, monitoring progress against milestones, proactively communicating potential delays or risks to stakeholders, and implementing corrective actions as necessary to ensure projects remain on schedule.
Acting as the central point of control for all project deliverables, ensuring they are clearly defined, meet quality standards, are reviewed by the appropriate parties, and are delivered to the client accurately and on time. This requires close collaboration with creative, strategy, and execution teams.
Serving as the essential link between the client and various internal departments. This involves fostering a collaborative environment, facilitating effective communication flow, aligning internal efforts with client expectations, and resolving any inter-departmental conflicts or bottlenecks to ensure seamless project execution.
Own end-to-end client engagement, ensuring the seamless delivery of services on time, within budget, and with a continuous focus on maximizing value at every stage.
Utilize your deep understanding of our business and our clients’ industries to quickly identify needs and craft tailored, high-impact solutions that exceed expectations.
Take initiative and experiment with new ideas to address client requests, confidently exploring new approaches to deliver exceptional outcomes.
Thrive in cross-functional teams, actively seeking diverse perspectives—especially in virtual settings—and fostering a collaborative environment that ensures project success.
Inspire others by setting a tone of positivity and teamwork. Actively engage in activities that build team spirit and strengthen morale.
Serve as a role model for junior CX staff, providing mentorship, career development support, and a responsive approach to both challenges and opportunities. Promote a growth mindset across the team.
Regularly work from our New York office to foster collaboration and client engagement. Actively participate in team, cross-functional, and client meetings to stay immersed in the exchange of ideas and informed on the status of each client, project, and the business’s products and services. Your engagement will enable you to contribute effectively and make well-informed decisions that drive success.