Account Manager, Client Experience New New York, NY

About the role

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.

Responsibilities

• Coordination and Project Management:
  • Meeting Management: Proactively schedule, plan, and facilitate 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. Manage follow-ups to maintain momentum.
  • Timeline and Schedule Management: Develop, maintain, and rigorously track detailed project plans and timelines using appropriate project management tools. Identify critical paths, monitor progress against milestones, proactively communicate potential delays or risks to stakeholders, and implement corrective actions to ensure projects remain on schedule.
  • Deliverables Oversight: Act 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. Collaborate closely with creative, strategy, and execution teams.
• Cross-Functional Collaboration: Serve as the essential link between the client and various internal departments. Foster a collaborative environment, facilitate effective communication flow, align internal efforts with client expectations, and resolve inter-departmental conflicts or bottlenecks to ensure seamless project execution.
• Drive Client Relationships & Growth: Own end-to-end client engagement, ensuring seamless delivery of services on time, within budget, and with a continuous focus on maximizing value at every stage.
• Leverage Business & Industry Expertise: Utilize your deep understanding of our business and our clients’ industries to quickly identify needs and craft tailored, high-impact solutions that exceed expectations.
• Embrace Innovation & Experimentation: Take initiative and experiment with new ideas to address client requests, confidently exploring new approaches to deliver exceptional outcomes.
• Collaborate With Confidence: Thrive in cross-functional teams, actively seeking diverse perspectives—especially in virtual settings—and fostering a collaborative environment that ensures project success.
• Foster a Positive, Motivating Work Culture: Inspire others by setting a tone of positivity and teamwork. Actively engage in activities that build team spirit and strengthen morale.
• Lead By Example As a Mentor & Coach: 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.
• Be Present & Engaged: 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.

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 strong relationships with clients and leading partner agency rosters
• 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 statements of work 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
• Positive and collaborative mindset
• Ability to flex across clients from various industries including Entertainment, Financial, Non-Profit

Nice to have

• Experience working with entertainment clients
• Experience working closely with media teams

Benefits

• Unlimited paid time off
• 401k with company matching and no vesting period
• Annual bonuses
• Generous medical plan
• Paid parental leave

Pay

The base salary for this position is $80K–$95K. This range is posted in compliance with state and municipal Pay Transparency laws. In addition to base compensation, this role is eligible to receive additional Known benefits.