Content Program Manager

Tendo is a content and UX agency trusted by world-class B2B brands. We apply content and UX to elevate customer experiences across digital channels. Our work incorporates strategy and execution to generate results and drive intended outcomes. Our squad of strategists, editors, creatives, and UX designers collaborate with B2B marketers to deliver integrated content experiences across channels and in any format. Our long-term client relationships speak to the power of our approach: relentlessly audience-focused and results-driven. Learn more: The Content Program Manager position sits within the Account Services team and is responsible for leading Tendo client engagements by managing project workflow, evolving processes, and developing systems to ensure all projects are delivered on time and on budget. The person in this role will be a key client liaison and regular communication lead between clients and Tendo team members. This individual should be an ace project manager, proactive and effective communicator, team leader, collaborator, and problem solver. You should also be an entrepreneurial thinker that is comfortable tackling new challenges and known for your positive, energetic attitude and contribution by all who work with you. We’re looking for a creative problem solver who is detail oriented and organized. The right candidate will be a natural communicator who can maintain a sense of humor while juggling multiple priorities. This includes workflow and process of both discrete engagements, in addition to ongoing management, execution and evolution and implementation of agency-wide reporting, tracking, and workflow tools used across Tendo client engagements. The Role of Account Services at Tendo Members of the Tendo account services team represent the face of the agency to our clients and provide a central organizing function between the client and content delivery teams at Tendo. Account team members are expected to represent Tendo interests while serving as client advocate. All account team members are expected to develop and maintain a deep understanding of the clients’ business objectives and strategy --while managing scope and ensuring that projects are delivered on time and on budget. Account team members are ultimately responsible for expansion and growth of existing and assigned client business. Specific Responsibilities Lead and manage communication and workflow for discrete projects and across select accounts Develop, manage, and communicate project schedules and key milestones to internal team and external client stakeholders Internal communication Ensure all team members have a clear understanding of role, schedule, and expected deliverables Anticipate, resolve, and elevate problems as needed Lead and facilitate internal team meetings Manage internal review of deliverables to ensure quality Client communication Schedule stakeholder meetings through all project phases Lead and/or facilitate client check-in meetings Lead communication with clients to set expectations about schedules, meeting agendas, and substance of deliverables Define, monitor and manage project scope Proactively manage scope-related issues with both internal and external stakeholders; alert executive leadership of the need to add budget or scope to achieve internal budget and profitability targets Manage client expectations about scope changes Document scope changes with clients Communicate scope changes and related dependencies to internal team Monitor project resourcing across accounts and for discrete projects Manage, nurture and expand client relationships Nurture and cultivate ongoing client relationships Proactively identify and propose content solutions to clients in collaboration with Tendo executives and content leads Contribute to proposals by clearly articulating project goals and objectives, audience, KPIs and success metrics, delivery approach, key activities and deliverables, estimated timeframes, and costs Develop and evolve fluency in assigned client product offerings, marketing positioning, and relevant industry trends Identify opportunities for expansion of client relationships Contribute to account strategy development and account plan execution in collaboration with Tendo account director and content executives Proactively suggest opportunities for clients to gain additional value from work previously delivered by Tendo or currently in progress Regularly review and contribute to Tendo client account strategy Track progress toward benchmarks and KPIs Lead, manage and evolve systems and processes for project delivery, measurement, and account administration (in collaboration with executive leads) Manage, develop, and/or evolve scalable processes to optimize project delivery and workflow for select (new and existing) engagements Identify, optimize and/or evolve various systems and tools used by the Tendo delivery and account team Lead, train and/or mentor colleagues and junior employees on implementation of workflow, processes, and tools Develop and manage processes to track, forecast, reconcile, and manage key account documents for projects and client accounts Create and submit SOWs, POs, and invoices as required Maintain current and accurate documents and records within systems and tools used by Tendo Qualifications Candidates must have: Minimum 3-5 years’ experience working in a project management or account management role or adjacent position, within a marketing agency or consulting environment Terrific client relations skills: the successful candidate will understand how to navigate diplomatically in complex environments, build consensus through influence rather than authority, and deliver great customer service Superior organizational skills: Owns all project logistics, keeps teams on task and meetings focused, and enjoys juggling a variety of tasks Deep sense of ownership: Detail-oriented; a self-starter who takes initiative, is self-organizing and able to work independently, highly skilled in time management to facilitate involvement in multiple projects, finds ways around obstacles and asks for help when needed Polished communication and presentation skills; the ability to interact clearly and proactively in all client interactions, including email, phone, and face-to-face meetings Ability to develop and evolve processes and workflow to increase efficiency and ease of delivery. This includes the ability to identify and employ new tools and/or technologies that will best support delivery or project management needs Relevant content experience and/or an understanding of web development, editorial, content strategy, and digital marketing. Willingness to learn from content creators while collaborating with them is critical Relevant agency experience and/or have demonstrable experience in managing client relationships Knowledge and experience in B2B technology marketing is highly desirable Strong project management and leadership ability. Must be effective in leading cross-functional, highly matrixed teams Collaborate easily with others, thrive in a fast-paced environment, and enjoy a diversity of tasks and projects Must be detail-oriented and able to administer account engagements, while strategic enough to see the big picture to proactively develop effective and innovative solutions Mastery of core MS office applications, Smartsheet & other collaboration platforms, project management, and scheduling applications, and proficiency in creating slide decks and making presentations Budget management expertise and reporting expertise; delivering projects on time and on budget Demonstrated knowledge of evolving landscape of AI tools, technologies, models and use cases relevant to project and program management Proficiency in project management and project scheduling tools such as MS Project or Team Gantt, Smartsheet, Asana, etc. Functional knowledge of Adobe Creative Suite and Figma #J-18808-Ljbffr Tendo Communications