Overall Job Summary:
The account manager serves as the primary business lead for a portfolio of assigned client accounts representing approximately $1M–$3M in annual revenue. This role is responsible for day-to-day client satisfaction, retention, identifying opportunities for organic account growth, and ensuring exceptional execution across all client initiatives.
The account manager assumes ownership of established client relationships and is accountable for maintaining and expanding long-term partnerships as accounts transition from the new business team. Success in this role requires strong commercial acumen, strategic thinking, operational excellence, and the ability to proactively identify client needs and business opportunities. This individual acts as both a trusted advisor to clients and an internal leader across design, production and operational teams to ensure work is delivered at the highest level of quality, profitability and efficiency.
The account manager plays a critical role in protecting and growing key client relationships that are essential to the agency’s long-term success.
Key Accountability:
Serves as the primary lead for assigned client accounts totaling $1M–$3M in annual revenue. Responsible for client retention, account growth, and overall relationship health while ensuring projects are executed successfully, profitably and at the highest quality standards. Acts as a trusted client partner and internal team leader, identifying opportunities to grow existing business, strengthen long-term partnerships and protect key agency revenue accounts.
· Own and manage strategic client relationships
· Drive client retention and organic account growth
· Identify upsell and expanded service opportunities
· Oversee budgets, forecasting, timelines, and profitability
· Lead cross-functional teams to deliver exceptional work
· Serve as the primary point of accountability for client satisfaction
· Proactively manage risk, scope, and client expectations
· Partner with new business team during account transitions and expansion opportunities
Additional Responsibilities:
· Develop strategic account plans to support long-term client growth and retention
· Build relationships with key client decision-makers and executive stakeholders
· Monitor account performance, profitability, and client health metrics
· Identify potential risks to client retention and proactively develop solutions
· Champion client needs internally while balancing agency goals and profitability
· Mentor and support junior account or project management team members as needed
· Contribute to improving internal processes, workflows, and client service standards.
· Actively participate in Monday & Wednesday scheduling meetings (9:00-10am)
· Create and maintain internal project related documents including contact reports, write-ups, financial trackers, purchase orders and invoicing.
· Master DRC’s project management, scheduling software and client-specific tools.
· Perform store audits, including in-store photographs and product shopping as needed.
· Support new business and client services team members as needed.
· Exhibit a high degree of responsiveness and sense of urgency.
Skills & Abilities:
· Ability to work well in a team environment, working autonomously, to handle a heavy workload, to prioritize work, and to meet assigned deadlines. Strong organizational and analytical skills (including attention to detail)
· Communicates in a clear, concise and direct manner.
· Relationship-oriented with a strong client first mentality
· Team player, able to build and maintain effective relationships with all internal and external partners (clients, photographers, printers/separators and other service providers)
· Occasional travel to client and company meetings
· Mac Operating System
Success in This Role Includes:
· Client retention and satisfaction
· Organic revenue growth within existing accounts
· Account profitability
· Operational excellence and delivery quality
· Long-term partnership development