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....
Copywriting & UX: Ability to write highly persuasive, keyword-rich product copy that satisfies both search algorithms and human psychology.
The Resourceful Growth Mindset: You look at budget constraints as a creative challenge. You prefer outsmarting an algorithm over outspending a competitor.