Team Pumpkin - Lead - Account Management

ROLE OVERVIEW:

- As the Lead - Account Management, you will be the strategic driver behind key client relationships, overseeing Account Managers and ensuring exceptional service delivery.

- This role demands strong leadership, client-handling expertise, and a proactive mindset to foster business growth.

- You will serve as the bridge between clients and internal teams, ensuring all deliverables meet the highest standards while aligning with client goals and timelines.

KEY RESPONSIBILITIES:

Client Engagement & Strategy

- Own and nurture high-value client relationships with a long-term partnership mindset.

- Ensure a seamless onboarding experience for new clients, setting the tone for successful collaboration.

- Lead regular client interactions through calls, emails, and meetings to ensure satisfaction, gather feedback, and align on expectations.

- Address and resolve client queries or escalations promptly and professionally.

- Identify upsell and cross-sell opportunities to drive account growth and increase revenue.

- Present strategic recommendations, performance reports, and project progress updates.

Team Leadership & Development

- Mentor and manage a team of Account Managers to ensure consistent and high-quality service delivery.

- Review client briefs with Account Managers to ensure accuracy, clarity, and alignment with scope.

- Guide the team to meet departmental KPIs and individual performance goals.

- Coach team members, conduct regular check-ins, and support career growth.

Project Oversight & Delivery

- Coordinate cross-functional collaboration across Creative, Tech, Analytics, and Operations teams to ensure projects are executed on time and within budget.

- Oversee the quality of deliverables across all stages and ensure alignment with client expectations.

- Monitor project workflows, troubleshoot bottlenecks, and implement process improvements.

- Maintain accurate documentation, briefs, and client communications.

Reporting & Financial Management

- Own reporting schedules weekly, fortnightly, and monthly covering project performance, client satisfaction, and revenue metrics.

- Track project budgets, profitability, and financial performance of client accounts.

- Ensure alignment of team output with the defined Scope of Work and commercial agreements.

Process Excellence & Innovation

- Continuously evaluate and enhance internal workflows and account management processes.

- Standardize best practices across teams and ensure adherence to SOPs.

- Foster a collaborative and communicative work environment across departments.

SKILLS & EXPERIENCE REQUIRED

- 4-6 years of experience in client servicing/account management, with at least 23 years in a leadership role.

- Proven ability to manage large clients/account across sectors or verticals.

- Strong team management and mentoring skills.

- Excellent written and verbal communication.

- Exceptional organizational and time-management skills.

- Strong commercial acumen with experience in managing budgets and financial reporting.

- Advanced proficiency in MS Office Suite (Word, Excel, PowerPoint), and familiarity with project management tools (e.g., Asana, Trello, MS Project, Monday.com).

- Experience in digital marketing, creative services, or tech-driven projects is a plus.

WHAT WERE LOOKING FOR?

- A people-first leader who inspires trust and brings out the best in others.

- A strategic thinker who can balance client needs with internal capabilities.

- A proactive problem-solver and process improver.

- A detail-oriented executor who doesn't lose sight of the big picture.

- A collaborative communicator who ensures smooth coordination across teams.