Job Description
Company DescriptionAccount Manager, Experience Lab
JOB SUMMARY
As a Account Manager in the Empyrean Experience Lab, you will report the Senior Manager of Communications Strategy and work closely with sales and client teams to develop and sustain strong relationships with key clients. You will be responsible for implementing and managing comprehensive project plans tailored to Experience Lab clients, ensuring seamless alignment with cross-functional teams to optimize the client experience. Your primary focus will be to successfully meet the objectives of the client’s benefits communications strategy while actively identifying opportunities to expand the partnership through our innovative Experience Lab solutions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Client Relationship Management:
- Build and maintain strong, long-lasting relationships with clients and their Empyrean teams.
- Serve as the point of contact for Experience Lab clients, addressing inquiries and ensuring client satisfaction. Ensure alignment with broader client initiatives by coordinating and working with client teams.
- Understand each client’s business objectives and benefits communication needs to develop customized solutions across all Empyrean services.
- Develop and implement detailed comprehensive project plans that align with clients’ goals, expectations, and timelines.
- Coordinate with internal teams, including communications strategy, creative design, benefits administration, and mobile app teams, to ensure projects are delivered on time and within scope.
- Monitor the progress of client projects, ensuring a positive client experience and timely delivery of assets and solutions.
- Lead client project meetings and provide status updates to the Experience Lab and Client teams.
- Identify and cultivate opportunities to expand client relationships by introducing additional Experience Lab services and Empyrean solutions.
- Collaborate with senior leadership and aligned client leads to explore ways to increase client engagement and revenue through value-added services. Cultivate clients throughout their customer journey to create a pool of advocates and client success stories.
- Analyze and report on client performance metrics, providing insights that drive business decisions.
- Align internal teams such as communications, design, and client services with the client's overall strategy to provide a cohesive experience.
- Ensure consistent and timely communication across departments to achieve project success.
- Foster collaboration between clients and internal teams to ensure a unified approach to solving complex challenges.
Support and reconcile tracking and billing of the projects produced by the Experience Lab for clients. Ensure the Experience Lab delivers its value to the client, while also stewarding the costs/value in a timely manner.
REQUIRED SKILLS AND ABILITIES
- Strong leadership and interpersonal skills.
- Excellent time management and organizational abilities.
- Proficiency with project management tools (e.g., Asana, Trello, Smartsheet) and CRM systems (e.g., Salesforce).
- Analytical skills to evaluate project performance and identify areas for improvement.
- Ability to work independently and as part of a collaborative team.
- Bachelor’s degree in Marketing, Communications, Business, or a related field preferred.
- 3-5 years of experience in account management, project management, or client services, preferably within a benefits communications or B2B environment.
- Experience working within cross-functional teams, with a demonstrated ability to manage and grow key accounts through strategic initiatives.
- Proficiency in MS Office (Excel, PowerPoint, Word) and familiarity with project tracking and communication tools.
- Ability to work in an office environment (if not remote), sit for extended periods, and use a computer.
- Occasional travel may be required to meet with clients or attend company events.
Managers have the right to assign or redesign the responsibilities of the above-mentioned job description without notice and at any time.
Empyrean is an Equal Opportunity Employer: including disability and veterans
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