Manager, Client Experience

Manager, Client Experience New York, NY WE HAVE CREATED A WORLD WHERE ART AND SCIENCE ARE BEST FRIENDS Known is what happens when a data science firm and a creative agency stop arguing and start collaborating. We were built from scratch with PhD data scientists and award-winning creatives working on the same briefs, from day one. That structure earned us an Ad Age #3 A-List ranking, back-to-back Data & Insights Agency of the Year wins, plus Emmys, Cannes Lions, Clios, and Effies across clients in finance, tech, entertainment, consumer goods, and real estate. We're distributed across the U.S. and unapologetically ambitious. If you're tired of choosing between doing smart work and doing creative work, you'll fit right in here. BUT ENOUGH ABOUT US, LET'S TALK ABOUT YOU 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. What You'll Do Coordination and Project Management: Meeting Management: Proactively scheduling, planning, and facilitating 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. This also involves managing follow-ups to maintain momentum. Timeline and Schedule Management: Developing, maintaining, and rigorously tracking detailed project plans and timelines, utilizing appropriate project management tools. This includes identifying critical paths, monitoring progress against milestones, proactively communicating potential delays or risks to stakeholders, and implementing corrective actions as necessary to ensure projects remain on schedule. Deliverables Oversight: Acting 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. This requires close collaboration with creative, strategy, and execution teams. Cross-Functional Collaboration: Serving as the essential link between the client and various internal departments. This involves fostering a collaborative environment, facilitating effective communication flow, aligning internal efforts with client expectations, and resolving any inter-departmental conflicts or bottlenecks to ensure seamless project execution. Drive Client Relationships & Growth: Own end-to-end client engagement, ensuring the 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 perspectivesespecially in virtual settingsand 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. Your engagement will enable you to contribute effectively and make well-informed decisions that drive success. Who You Are and What You Have 6+ years of agency, consulting, brand manager or similar professional services experience Proven AOR experience as lead contact and skilled at forging and growing a strong relationship with client and leading partner agency roster 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 statement of works 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 Act as a mentor for junior CX staff, providing mentorship, career development support, and a responsive approach to both challenges and opportunities Positive and collaborative mindset Ability to flex across clients from various industries including Entertainment, Financial, Non-Profit Experience working with entertainment clients is a plus Experience working closely with media teams is a plus Some of Our Perks Unlimited paid time off 401k with company matching and no vesting period Annual bonuses Generous medical plan Paid parental leave One last thing to ask yourself: All this might sound great, but you're probably still wondering, "Would I be a good fit for Known?" or "Would Known be a good fit for me?" Our culture is propped up by four values that we aspire to every day: We are one team. We see the good. We never stop learning. There's always a better way. At Known we are setting out to build something more than just a company. We are building a legacy filled with exceptionally talented people with a kaleidoscope of backgrounds, experiences, and origin stories who feel encouraged and empowered to bring their whole selves to work, and to partner with us in molding and shaping our culture through our values. Known is an equal opportunity employer and does not discriminate against employees or qualified job applicants on the basis of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or locally protected class. 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.