Job type

Full-time

Location

Remote within the US

Hiring Manager

VP, Client Services

Summary

The account strategist is central to the Arcbound customer experience. From the time of client signature through renewal, the account strategist is the customer’s thought partner and guide through the Arcbound client services organization, making sure that all customer touchpoints and deliveries are poised to achieve their intended outcomes. The account strategist is laser-focused on the customer’s purchasing motivation (their Desired Outcome), and is meticulous in managing to achieve that result through logical, intentional action.

Responsibilities

  • Customer Lifecycle Management
    • First and foremost, the account strategist is a portfolio owner, responsible for leading their customers in a premium customer experience that results in retention.
    • The account strategist is a thought partner for their customers, helping them ideate, solve problems, and develop solutions to enhance content performance.
    • The account strategist is responsible for onboarding, ongoing lifecycle management, executing expansion opportunities, and retention of the business.
    • Delivering a premium customer experience requires deep and comprehensive understanding of the customer’s desired outcome, and what the customer is working with to achieve those objectives. Although expectation setting and management are critical occasional components of the account strategist role, ensuring that the company’s resources are appropriately reserved and deployed to achieve the promised outcome via the subscription entitlements is an ongoing responsibility requiring coordination across multiple creative departments.
    • Because Arcbound delivers a premium service, anticipating the customer needs and managing the relationship proactively and for results are essential, and critical ingredients in ensuring success, satisfaction, and ultimately, retention of the business.
  • Customer Brand Development & Management
    • Delivering Arcbound’s promise requires significant investment in the development of appropriate brand strategies. The account strategist owns this work for each new customer in their portfolio, enlisting the input or support of their creative team as appropriate. The account strategist is skilled in developing and articulating brand identities and activation strategies using a set of defined tools and templates as a foundation supporting the application of their own skill and knowledge.
    • Making sure that the strategy is effective in advancing the customer’s desired outcome requires vigilance in monitoring content performance, and skill in understanding when to adjust the approach.
    • Making sure that all creative departments are equipped to and accurate in activating the customer brands requires forethought, superior communication, and exceptional project management skills so that customer deliverables are on time, on budget, and matching brand and company specifications.
  • Process & Efficiency Optimization
    • It is essential that account strategists follow internal processes and apply best practices so that the customer experience is consistent across the portfolio and across teams.
    • Because the context in which Arcbound activates brands is constantly changing, account strategists periodically participate in or suggest experiments for optimizing brand performance.
    • When Arcbound processes or approaches can be improved, it is critical that the Arcbound account strategist identify the issues and propose and participate in solutioning.

KPIs

  • Gross Dollar Retention
  • Net Dollar Retention
  • Verified Outcomes

Qualifications

  • Must have a 4-year degree or equivalent experience, preferably in a marketing, media/PR, or tech agency
  • 3-6 years of experience in account management, customer success, or client relations preferably within the digital marketing space
  • Strong understanding of mainstream social media platforms
  • Superior communication, negotiation, and problem-solving skills
  • Understanding the digital media landscape
  • Exceptional organizational and project management skills
  • Client-focused with a passion for delivering exceptional service
  • Proven experience in digital marketing a plus

Perks

  • Opportunity to join a high-growth startup and make a difference in the work that we do
  • You will be heard, valued, empowered and generate long-term positive impact for communities
  • Fast paced, challenging, and growth oriented environment built for the life-long learner
  • Fully-Remote Workplace
  • Generous PTO Policy
  • Full Health Benefits Package
  • 401k Plan