Account Manager

Position Status: Full-Time

Location: Remote - U.S.-based

Expected Hours of Work: 40 hours/week, 8AM-5PM EST/CST, 7AM-4PM MST/PST

Reports To: Account Director, Office Manager or President

About THAT Agency

THAT Agency is a performance-driven digital marketing agency originally founded in West Palm Beach, Florida-now operating fully remotely across the U.S. We specialize in multi-dimensional digital content strategies that drive measurable growth and support the key business goals of our clients. Our collaborative approach is rooted in transparency, accountability, and long-term partnership. We don't just execute campaigns-we help brands grow by aligning strategy with performance and delivering results that matter.

Role Summary

As an Account Manager, you'll be the strategic bridge between our clients and internal teams. You'll lead day-to-day client communications, oversee project execution, and ensure delivery of high-quality marketing services that support client KPIs and growth. You'll manage a portfolio of client relationships-working closely with leadership, creative, and digital teams to drive value, build trust, and identify new opportunities for account growth.

Ideal candidates are proactive relationship builders who are detail-oriented, client-focused, and thrive in a dynamic, remote agency environment. A passion for digital marketing, strong project management skills, and a consultative mindset are key.

Key Responsibilities

Client Relationship Management

• Build and maintain strong, long-term relationships with clients
• Serve as the primary point of contact for assigned accounts
• Communicate project updates, performance results, and strategic recommendations clearly and consistently
• Prepare and present monthly/quarterly reports and strategy updates via Zoom or in person

Strategic Growth & Account Development

• Identify upsell opportunities and areas for increased client investment
• Collaborate with internal teams to scope and propose new initiatives
• Monitor client retention and work to increase retainer value and duration
• Understand client goals and help align services accordingly

Project & Task Management

• Liaise between clients and cross-functional teams to ensure timely, accurate project delivery
• Manage scopes, timelines, and budgets for ongoing initiatives
• Support onboarding for new clients and ensure smooth transition into retainer services
• Assist with escalations, challenges, or special requests as needed

Reporting & Analytics

• Track and analyze account KPIs in collaboration with digital and analytics teams
• Monitor key performance indicators like retention, campaign success, and upsell performance
• Prepare performance summaries and present data-driven insights to clients regularly

Agency Collaboration & Support

• Stay informed on trends in marketing, competitors, and emerging client needs
• Support team members with research, documentation, or project alignment when needed
• Contribute to internal process improvement by identifying inefficiencies or gaps

Key Performance Indicators (KPIs)

Company-wide goals

• Increase sales revenue by 3%
• Increase retainer length by 1 month(s)

Individual success benchmarks

• Client work orders equal to 10% of annual retainer value
• 10% YoY increase in retainer value across managed accounts
• Timely and accurate delivery of monthly and quarterly reports
• Strong client satisfaction and retention scores

Tools & Platforms

• Google Workspace / Microsoft Office
• Google Analytics
• WordPress
• ClickUp (Project Management)
• Zoom Business Suite
• Agency Analytics
• CRM & proposal tools (HubSpot preferred)

Personal Attributes & Qualifications

Essential

• 3-5 years of account management or client services experience in a digital agency or marketing role
• Excellent written and verbal communication and presentation skills
• Strong organizational and multitasking skills
• Experience managing multiple clients simultaneously
• Confidence in interpreting digital performance metrics and campaign results
• Detail-oriented and deadline-driven with a solution-focused mindset

Desirable

• Familiarity with digital marketing services (SEO, social, content, web development, etc.)
• Experience with CRMs, analytics tools, and digital campaign reporting
• Knowledge of website development processes and marketing strategy
• Bachelor's degree in marketing, business, or related field
• HubSpot Client Success or Account Management certification

Future Possibilities & Career Development

• Potential to grow into roles like Director of Account Services, Strategy Lead, or Business Development Manager
• THAT Agency supports continued education via certifications, conferences, and training programs
• Suggested tracks: HubSpot Certification, Client Success Management, Digital Strategy Workshops

Who You Are (Cultural Fit Snapshot)

You thrive in a remote, fast-paced environment where autonomy is balanced with collaboration. You're proactive, accountable, and creatively curious-always looking for ways to improve both process and performance. You take initiative, but know when to ask for guidance. You're someone who sees challenges as opportunities, communicates candidly, and enjoys working cross-functionally to achieve measurable results. Whether you're a specialist or strategist, you bring a team-first mindset and a strong sense of ownership to everything you do.