Agency Account Manager / Client Services Lead/ 13 hours ago
Quick Summary
Agency Account Manager / Client Services Lead (Remote - ET/PT Time Zones)
Who We Are
White Rabbit Group partners with world-class agencies, providing expert web and mobile app development and design services. With nearly 100 full-time employees across the US, Colombia, and India, we collaborate closely across a broad spectrum of technologies, including PHP, React, Node, Strapi, Shopify, and WordPress.
The Role: Partner Services Account Manager
The Partner Services team is critical for building strong, lasting relationships with our agency partners. As the primary point of contact, the Account Manager acts as a trusted advisor, ensuring partner goals are met while proactively identifying opportunities for growth and success.
We are looking for a personable, proactive candidate passionate about relationship-building who understands agency dynamics and can anticipate client needs. This role requires balancing client advocacy with internal team support in a fast-paced, highly collaborative environment.
Experience Level
5+ years
Key Responsibilities
- Act as the main point of contact for assigned accounts, building and maintaining strong, trust-based client relationships post-onboarding.
- Understand clients' business goals, objectives, and Key Performance Indicators (KPIs) to ensure alignment with our service offerings.
- Set client expectations, manage high-level account goals, and ensure Project Managers have the necessary context and resources.
- Collaborate with Project Managers to guarantee client work is executed on time, on budget, and aligned with strategic objectives.
- Regularly check in with clients to gauge satisfaction and provide strategic support.
- Serve as the internal voice of the client, advocating for their needs while balancing operational considerations.
- Work closely with Sales and Business Development teams to support new growth, including joining sales calls and managing the estimates process for new partnerships.
- Identify and pursue upsell opportunities and additional service offerings that align with client needs.
- Provide detailed updates and account health reports to internal stakeholders and leadership.
- Lead Quarterly Business Reviews (QBRs) and senior-level check-ins with high-value accounts.
- Resolve client concerns promptly, professionally, and empathetically to ensure long-term satisfaction and loyalty.
Qualifications
- 5+ years of experience in account management, client services, or a related role, preferably within a digital agency or technology company.
- Must be able to work within the Pacific (PT) or Eastern (ET) Time Zone.
- Excellent relationship-building skills and the ability to communicate clearly, effectively, and empathetically.
- Proven ability to manage multiple clients simultaneously and adapt to shifting priorities.
- Strong understanding of digital and web development services and their application to agency needs.
- Strategic thinker capable of identifying growth opportunities and delivering measurable value to clients.
- Self-motivated, organized, and comfortable working both independently and in a team environment.
Bonus Points
- Experience working in a digital agency or professional services firm.
- Familiarity with web development or mobile app technologies.
- Comfortable with agile frameworks (Scrum, Kanban) and project delivery tools.
- A strong technical background.
Benefits
- Health Insurance, vision, and dental (95% premium covered).
- Commission-based bonuses.
- 3 Weeks Paid Time Off (includes sick leave).
- Flexible work schedule.
- Work from home (Remote).