Account Manager Team Lead

**We Are Primal**

Primal is the marketing partner designed to meet the needs of brands today. Our different approach of globally-minded yet locally-tuned people sets us apart. With a digital-first approach, our core pillars incorporate: Strategy, Search, Performance, Creative, Social, and Data.

Underpinned by integrated teams that ensure consistency and accelerated results, we're committed to creating impact and deep relationships.

Partnering with Primal means opting for a path less traveled. A commitment to not just progress but to think differently. With us, you’re making a statement about your vision for the future. At Primal, we're not just an agency; we deliver outcomes.

Since launching in 2015, we’ve helped over 300 high-performing brands through our strategic and data-driven marketing approach. We transform the clients we work with. We have a 96% client satisfaction rate, with over 95% of brands choosing to continue working with us on a recurring basis.

**Role**:
The **Account Manager Team Lead** is a critical role that will enable us to achieve excellence in account management, deliver exceptional client experiences, and drive team performance. Specifically, this entails:

- Leading a team of account managers to deliver results while fostering a collaborative, high-performance environment.
- Building and maintaining strong, lasting relationships with clients to ensure satisfaction, retention, and growth.
- Overseeing account management activities, coaching team members, and ensuring operational excellence.

This role demands a mastery level of leadership, strategic account management, team development, and operational efficiency. To be successful, you must possess exceptional communication skills, a results-driven mindset, and the ability to lead by example.

**Why this is important for you**:
You will have a unique opportunity for growth.

First, you’ll interact with high-performing brands, which will ‘level up’ your knowledge and network. You'll also work in a fast-paced environment with amazing people, where you’ll have the opportunity to make an immense impact.

**Responsibilities**:
**External Responsibilities**:

- Serve as the lead point of contact for assigned client accounts, ensuring clear communication and high-quality service delivery.
- Build and nurture long-lasting relationships with clients to achieve satisfaction, retention, and growth.
- Oversee customer account management, including negotiating contracts and agreements to maximize profit.
- Ensure client accounts are aligned with strategic goals and achieve their KPIs and objectives.
- Monitor and evaluate team-managed accounts, providing guidance to ensure high levels of client satisfaction and retention.
- Keep your finger on the pulse to identify opportunities within digital marketing to benefit both Primal and its clients.

**Internal Responsibilities**:

- Lead and manage the daily activities of the account management team, ensuring deadlines, quality standards, and goals are met.
- Coach and mentor team members, fostering their growth and professional development through training and support.
- Develop and implement programs and procedures to enhance team productivity and performance.
- Oversee new team member onboarding and training, ensuring alignment with Primal’s processes and best practices.
- Support team members in generating new accounts in collaboration with the Strategy team.
- Drive process improvements to enhance overall department and organizational efficiency.
- Ensure accurate and timely invoicing in collaboration with the Accounting team and account managers.
- Actively contribute to training initiatives by creating materials and leading sessions to upskill the team.
- Share innovative ideas to improve team efficiency and align efforts with company-wide goals.

**Results**:

- Achieve a team retention rate of 92% or higher, ensuring client satisfaction through effective account management.
- Maintain and grow the team’s portfolio size, ensuring steady revenue streams.
- Drive performance media revenue growth by managing renewals and identifying upsell opportunities.
- Ensure account managers deliver six (6) training sessions annually to promote knowledge-sharing.
- Achieve a minimum score of 7/10 on direct report surveys, reflecting strong leadership qualities.
- Maintain team adherence to process and documentation standards, including biweekly calls, QBRs, and timely reporting.

**Requirements**:

- Proven expertise in account management and team leadership, ideally in a digital marketing or related field.
- Strong leadership and coaching abilities with a track record of driving team performance.
- Excellent communication and relationship-building skills, with a client-focused mindset.
- Solid analytical skills to evaluate campaign performance and identify opportunities for optimization.
- Proactive, results-driven, and adept at managing multiple priorities in a fast-paced environment.

**Location**:
Hy