Account Manager for Internal Creative Agency

Account Manager for Internal Creative AgencyWorking at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.Job OverviewSkyline is Citi's U.S. internal creative agency — a full-service partner offering Strategy, Creative, Data & Insights, AI, and Operations capabilities to business partners across the firm. Skyline's purpose is to help Citi's businesses communicate more effectively, reach their audiences, and demonstrate measurable impact. As Skyline evolves, the Account Management function is expanding its remit: moving upstream from campaign execution to strategic partnership, and from project facilitation to proactive internal intelligence and opportunity development.Role PurposeThe Strategic Account Manager builds strong, proactive partnerships between Skyline and its internal marketing partners by developing a deep understanding of marketing partners business priorities, translating those priorities into creative and strategic opportunities, and connecting marketing partners with the right Skyline capabilities across Creative, Data & Insights, and Operations. This role serves as the strategic bridge between the marketing partners and Skyline — helping the agency move upstream from receiving requests to identifying needs, shaping solutions, and demonstrating the value Skyline delivers across the account.Key ResponsibilitiesInternal Client Partnership & IntelligenceBuild and maintain trusted stakeholder relationships across assigned internal business partners, engaging beyond individual projects to develop a holistic understanding of the marketing partners' businessDevelop deep knowledge of the internal client's objectives, upcoming priorities, audience needs, decision-making environment, and organizational dynamicsCapture and document relevant partner signals, recurring needs, challenges, and emerging priorities to maintain a consolidated, living view of the accountBring internal client intelligence back into Skyline to inform planning, capability development, and proactive outreachOpportunity DevelopmentIdentify opportunities where Skyline can become involved earlier in the marketing partners planning cycle or provide broader, more integrated supportMaintain the account Opportunity Tracker, capturing outreach activity, potential work, expected business impact, and next actionsConnect opportunities across teams, products, and lines of business where appropriatePartner with Strategy, Creative and Data & Insights to develop proactive recommendationsSupport the appropriate growth of the account relationship and help reduce unnecessary reliance on external agenciesStrategic Intake & Solution ShapingLead intake conversations that help marketing partners clarify the business problem before work moves into executionDetermine whether a request requires a single deliverable, a broader campaign, research, data support, or a different Skyline solutionBring the right Skyline experts into the conversation early to shape the responseImprove brief quality by ensuring objectives, audience, desired outcomes, context, and measures of success are clearly defined before handoff to delivery teamsConstructively challenge or redirect requests when a different approach would create greater value for our marketing partnersAccount Planning & GovernanceMaintain a structured account plan covering internal client priorities, stakeholders, active and future work, relationship health, risks, and opportunitiesLead strategic account reviews focused on intelligence, decisions, opportunities, and risks — distinct from project status updatesCoordinate with Operations on capacity implications, prioritization, and portfolio-level visibilityEscalate account-level risks proactively, before they affect the relationship or delivery qualityContribute account insights to the broader Internal Client Intelligence Hub and to Skyline leadership reportingValue & Impact StorytellingPartner with Data & Insights and Operations to capture and communicate evidence of Skyline's business impactConnect completed work to measurable business outcomes — including internal client satisfaction, efficiency gains, cost savings, and increased internal adoptionHelp identify potential case studies, proof points, and leadership narratives that demonstrate Skyline's strategic valueUse account insights and performance information to recommend next steps and future opportunitiesHelp marketing partners understand the full value of Skyline's capabilities beyond the individual deliverableSuccess in This Role Looks LikeSkyline is involved earlier in internal client planning cycles — not only at the point of an execution requestMore opportunities are proactively identified and converted into work, tracked through the Opportunity TrackerMarketing partners engage with more Skyline capabilities — not just Creative — reflecting deeper strategic integrationStrategic account reviews produce decisions and actions, not status updatesSkyline can demonstrate measurable business value and internal client impact beyond campaign delivery metricsInternal client satisfaction and internal adoption improve across assigned accountsAccount risks and opportunities are visible and addressed at the leadership level before they become issuesAppropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.QualificationsRequired:Bachelor's degree in Marketing, Communications, Business, or a related field6-10 years of account management, client partnership, or strategic advisory experience in a creative, marketing, advertising, or integrated agency environment; in-house agency experience preferredDemonstrated experience managing complex client relationships across multiple stakeholders and lines of businessStrong consultative instincts — the ability to ask the right questions, uncover underlying business needs, and shape solutions before work enters executionExperience developing account plans, managing opportunity pipelines, and leading strategic conversationsAbility to translate business priorities into clear creative and strategic briefsStrong analytical skills with experience using performance data and internal client insights to tell a business story and guide recommendationsExceptional written, verbal, and interpersonal communication skills, including executive-level presentation and facilitationProven ability to work cross-functionally across creative, data, technology, and delivery teamsComfortable operating with influence rather than authority — building trust and driving action across teams and senior stakeholders, navigating ambiguity with sound judgement, and tailoring conversations to the broader organization context.Proficiency in Microsoft Office suite (Word, Excel, Outlook, PowerPoint)Preferred:Experience in financial services, banking, or other regulated industry in-house agency environmentsFamiliarity with marketing data and analytics platforms, campaign performance measurement, or audience insights toolsExperience with AI-enabled workflows, creative technology, or digital production environments