Senior Account Supervisor

SS Digital Media • Troy, MI

5d • $100,000 • Hybrid

About The Position

The Senior Account Supervisor role at SSDM focuses on two primary responsibilities: acting as an agency leader in communicating and enforcing production and account service processes, and serving as a key counterpart to a stakeholder within the largest client. The position involves managing workflows, ensuring deliverables are on time and within budget, providing strategic client input, and recommending improvements to existing Standard Operating Procedures (SOPs). Over the next 12-18 months, the role will also involve building and mentoring a team of project and account service managers. The Senior Account Supervisor will work closely with top agency leadership to refine reporting, processes, and contract structures, aiming to become a valued partner by demonstrating leadership-level thinking and management. The role requires becoming an expert in Wrike, taking responsibility for deliverable timeliness, raising red flags when necessary, and refining reporting dashboards. It also involves providing and seeking feedback, managing time effectively, accurately recording time daily, showcasing strong communication skills, maintaining a positive and collaborative attitude, and being solution-minded and self-driven.

Requirements

• 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
• 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.
• 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

Nice To Haves

• Some complex CMS/website management oversight experience

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

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
• 12 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
• Annual profit sharing beginning on day one

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed