Renewals & satisfaction: own renewal rate and client satisfaction scores agency-wide; spot at-risk accounts early and pull in the relevant specialist before issues escalate.
Onboarding orchestration: lead client-side discovery and expectation-setting during onboarding across all service lines; coordinate timing with each specialist's setup work.
Escalation triage: be the first responder on client issues across every channel; decide what needs a specialist's involvement versus what you can resolve directly.
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Good understanding of digital marketing fundamentals, including funnel strategies, attribution models, tracking methodologies (pixels, tags), and marketing automation concepts.
Strong communication and collaboration skills, with the ability to present complex performance data to non-technical stakeholders and work effectively within cross-functional teams.
Proven ability to manage multiple campaigns and deadlines, demonstrating structured planning, attention to detail, and ownership of results.
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