Social Media Account Manager (ENG)

This document outlines the key responsibilities, performance expectations, and goals for our existing Account Managers. The role focuses on client satisfaction, team coordination, issue resolution, and overall account management to ensure optimal service delivery and retention.

Key Responsibilities:

Client Satisfaction & Retention

• Maintain a high client satisfaction score (4.5+/5) by ensuring excellent service andcommunication.
• Address and resolve all client complaints promptly to maintain service quality.
• Prevent client cancellations through proactive engagement and support.
• Properly document and analyze cancellation reasons to improve retention strategies.
• Escalate inactive (MIA) clients to management after 30+ days of no contact.

Team Monitoring & Quality Control

• Review all team deliverables before client submission to maintain high standards.

• Coordinate revisions efficiently within the designated turnaround time.
• Provide timely feedback to media teams to enhance content quality.
• Ensure adherence to client branding, messaging, and style guidelines.

Videography Session Management

• Schedule and confirm all videography sessions with clients and teams.
• Ensure video topics and scripts are approved before filming.
• Facilitate smooth coordination between clients and videographers.
• Ensure all video footage is uploaded and shared with the team promptly.

Escalation & Issue Resolution

• Identify and escalate client issues to management when necessary.
• Address and resolve internal team conflicts or delays efficiently.
• Ensure all major client concerns are addressed within the set timeframe.
• Conduct follow-ups for clients who have been inactive for over 30 days.

Process & Reporting Efficiency

• Maintain organized client folders and documentation.
• Conduct comprehensive onboarding meetings for all new clients.
• Update client status and deliverables on the Monday board regularly.
• Update PMS Client and Services V3 promptly.
• Meet Accounting every month to cross-reference the active and paused clients before the billing date.
• Submit timely reports on client status, retention efforts, and team performance.

Requirements

• Experience in client management and retention.
• Strong communication and problem-solving skills.
• Detail-oriented in reviewing and coordinating team outputs.
• Familiar with branding guidelines and content quality control.
• Skilled in scheduling and managing video shoots.
• Proactive in handling client issues and inactive accounts.
• Organized in managing files and updating project boards (e.g., Monday.com).
• Able to lead onboarding calls and coordinate with accounting on client status.
• Capable of submitting timely reports on client and team performance.
• Willingness to work in US time zones (PST, EST, CST).
• High school diploma or equivalent.

System and Work Setup Requirements:

• A stable and high-speed internet connection preferably 25 MBPS or higher with backup in cases of power interruption or service provider issues.
• Own PC/laptop with 8GB RAM, and a processor of Core i5 / AMD Ryzen 3 / 2013 Mac equivalent or higher; Windows 10 or above / Catalina 10.15 or newer; with up-to-date web browsers, and security software, 500GB/128 SSD storage
• Headset/earphone with noise cancellation and webcam at 720p or higher resolution
• A designated, quiet, and well-organized workspace free from distractions to facilitate focused work

Benefits

• Permanent remote work setup
• Competitive starting rate paid in USD
• Internet Allowance
• HMO insurance (PH)
• Retirement Fund
• Paid US holidays
• Paid Vacation and Sick Leaves