Account Manager

What is an Account Manager?

Account Managers (AMs) are the oil that keeps the agency engine running. As the primary contact for clients, they keep clients happy by ensuring deliverables are met on-time and within scope. AMs also supervise Project Managers (PMs).

AMs leverage a wide skill set, especially:

Expert Communicators — whether through Slack, email, or on calls. AMs are responsive, professional, and clear. Translate technical messages to understandable language for clients.
Incredibly Organized — multiple simultaneous projects. AMs stay on top of client needs, internal tasks, and deadlines.
Well-Rounded Marketers — solid grasp of marketing principles, able to pick up new knowledge quickly.

Key Responsibilities

Own client & internal communication

Monitor and manage all communication channels for assigned clients
Respond to client inquiries within 2–4 business hours (Mon–Fri, 9am–5pm PST)
If unsure how to respond to a specific message:
1. Acknowledge the message
2. Let them know you'll get back to them
3. Check in with your supervisor or team for the answer
Follow up on client and internal messages to make sure tasks are completed on time

Manage tasks

Create, assign, and update tasks in client Monday boards
- Clear titles, owners, due dates
- Descriptions for additional clarity
- Update tasks as needed
- PMs can assist with task creation & updates
Follow up on internal and client tasks to ensure timely completion
Proactively identify and resolve roadblocks
For large projects, ensure milestones are completed on time so final delivery dates aren't impacted

Complete your assigned tasks

Complete all assigned Monday.com tasks by their due dates
Prioritize tasks that directly impact client performance or deliverables
Anticipate upcoming tasks and prepare in advance
Take ownership — communicate delays promptly
Review all aspects of a task before marking it complete

Manage meeting notes

Performance Updates:

Make sure relevant team members fill out their sections
Move notes to the client folder and send in Slack on Tuesdays
Review the notes so you're on top of everything in the account

Internal meetings:

Review notes PMs have added for Weekly Priorities, Internal Client L10 Meetings, and New Client Kickoff Agendas — update as needed
Be prepared to present client updates for Weekly Priorities calls

Lead client meetings

Coordinate client meeting times
Be the presenter — make sure notes are legible
Keep everyone on track so meetings don't run over
Write new tasks, updates, and key takeaways in meeting notes

Onboard clients

Send new client onboarding emails
Make sure clients complete their onboarding tasks on time
Review client deliverables (questionnaire, creative assets, etc.)

Manage the Tierra admin email inbox

Regularly check & address messages promptly
For emails you're not in charge of, reach out to the appropriate party

Supervise Project Managers

Provide resources, training, and support to PMs
Review PMs' work for accuracy and quality
Address performance issues and discipline as necessary

Additional Expectations

Support client success

Set clear expectations with clients early and often
Help us consistently underpromise and overdeliver
Ensure all client deliverables are met, especially budget spent
Keep clients within scope of work
Quickly escalate issues to the Growth Strategist as needed

Upsell Tierra services

Recognize gaps in client assets or strategy Tierra can provide: photoshoots, UGC, landing pages, new ad platforms
Proactively present upsell opportunities

Manage scope creep

Familiarize yourself with your clients' contracts
Ensure delivery within scope
Tactfully address requests that fall outside the contract — these may be upsell opportunities. If unclear, escalate to the GS.

Support QA of client deliverables

Support the GS in reviewing client deliverables: landing pages, ad creative, ad copy, Marketing Briefs, vendor briefs
Look for: overall quality, missing elements, functionality, messaging consistency, spelling/grammar errors