Account Manager

About Us:

Hawthorn Creative specializes in Brand Development, Website Development, SEO/SEM, Social Media Management, and Content Marketing services in the hospitality and luxury space. Hawthorn Creative is an award-winning agency renowned for our ability to bring a brand to life through a combination of aspirational marketing and sound strategy.

With a proven track record of delivering exceptional results for our clients, we are expanding our team and are seeking an Account Manager, reporting to the VP of Client Experience. 

Job Summary:

The Account Manager is responsible for ensuring that our clients consistently receive the highest level of service and attention. The Account Manager will serve as the primary point of contact for clients, but also take ownership of project execution. This means managing timelines, coordinating with internal teams, ensuring deliverables meet expectations, and keeping everything on track from kickoff to final delivery. By building strong relationships, providing exceptional support, and proactively identifying opportunities for improvement, you’ll be the driving force behind client satisfaction and retention. This position requires someone who thrives in a fast-paced, client-facing role and is passionate about delivering exceptional experiences.

Key Responsibilities:

• Client Onboarding: Lead the client onboarding process, ensuring a smooth transition from sales to active client relationship. Set clear expectations, define deliverables, and ensure clients feel confident and informed about the process ahead.
• Relationship Management: Serve as the primary point of contact for clients, building strong, trust-based relationships. Communicate regularly with clients to ensure satisfaction, understand their evolving needs, and address any issues or concerns quickly and professionally.
• Client Communication: Maintain proactive communication with clients throughout the lifecycle of their projects. Provide regular updates on progress, timelines, and results. Ensure that clients are always informed and that their needs are met with efficiency and care.
• Project Management: Work closely with creatives, strategists, and other internal and freelance teams to ensure client projects are delivered on time, on budget, and to the highest quality. Act as a liaison between clients and teams to ensure alignment on expectations and deliverables.
• Client Advocacy & Problem Solving: Act as a client advocate within the agency, ensuring their voice is heard and that their needs are met. Proactively address any concerns or challenges that arise, finding solutions to keep projects on track and clients happy.
• Continuous Improvement: Gather client feedback on a regular basis and identify areas for improvement in processes, communication, and service delivery. Suggest and implement improvements to enhance the overall client experience and increase client satisfaction.
• Client Retention & Growth: Foster long-term relationships with clients by continually adding value, identifying opportunities for additional services, and supporting upselling efforts. Work with the team to identify new opportunities for expanding client accounts.
• Metrics & Reporting: Track key performance indicators related to client campaigns. Track client satisfaction retention, and overall experience. Prepare and share regular reports with internal teams and leadership, highlighting successes, areas for improvement, and client feedback.

Requirements:

• 3+ years of experience in client services, account management, or a similar client-facing role, preferably within a marketing or creative agency.
• Familiarity with marketing strategies, branding, and digital channels.
• Excellent communication skills, both written and verbal, with the ability to build rapport and effectively engage with clients at all levels.
• Strong problem-solving skills, with the ability to identify issues and quickly find solutions while maintaining a positive client experience.
• Exceptional organizational skills, with the ability to manage multiple projects and clients simultaneously in a fast-paced environment.
• A proactive mindset, with a passion for providing excellent service and anticipating client needs.
• Strong interpersonal skills, with the ability to collaborate effectively across teams and departments.
• Experience with project management tools and CRM systems (e.g., Salesforce)
• Ability to work independently and manage time effectively.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health benefits package.
• Fully remote work environment.
• 401K match for full-time employees.
• Unlimited PTO.
• A collaborative and supportive work environment with a focus on innovation and growth.

How to Apply:

Interested candidates are encouraged to submit a resume and cover letter outlining their qualifications and relevant experience.