Account Supervisor

Agency

RAPP

Account Management and Growth

Account Management

YOUR ROLE:

The SMS SME/Account Supervisor is a master of coordination, demonstrating high potential in core Business Leadership skills acting as the subject matter expert on the SMS team. You will understand the agency portfolio of offerings and how to apply them to solve client business problems. You will partner with and own the relationships with client stakeholders. You are an agency driver who works to keep the agency operations moving along.

• Acts as a direct liaison between clients, cross-functional leadership, internal team members and other agency partners
• Act as the primary point of contact and SMS SME for clients, IAT teams, and internal team members
• Ensures all campaigns follow data privacy and security best practices, as well as legal and regulatory requirements found in the TCPA
• Drives client education on emerging trends, compliance updates and innovation in the SMS space
• Guides the building of SMS campaigns while working closely with internal teams from kickoff to deployment
• Acts as a direct liaison between clients, cross-functional leadership, internal team members and other agency partners
• Collaborates with cross-functional teams to identify optimizations to improve upon SMS specific KPIs
• Actively listens to client needs and feedback and can articulately communicate it back to the internal team with clear directions on next steps
• Builds and fosters client trust and effectively manages their feedback and requests against the scope
• Builds strong internal relationships with key stakeholders and has an unshakable “can do” positive attitude
• Proactively manages workflow, partnering with a Project Manager to ensure timelines and deliverables are met and can comfortably course-correct if needed
• Manages projects autonomously and actively supports Account Director in management of more complex projects and collaborations with other agency partners
• Able to support and provide guidance to Associate Account Executive
• Develops kickoff briefs for new and incoming projects to align against client goals and business objectives
• Comfortable working across a variety of customer experience touchpoints and be the integration point for teams within Tech, Contact Center, Strategy, Mar Sci and other Account Leads
• Responsible for overall client satisfaction and service/product quality
• Has laser focus attention to detail and can build and proof client-facing materials
• Build relationships and establishes open communication streams with other agency partners in an IAT environment
• Openly accepts feedback (work performance and/or team performance) and has the ability to course correct
• Stays calm and focused under pressure and can skillfully manage project challenges with a solution-oriented approach

• Bachelor’s degree or equivalent experience
• Bachelor’s degree or equivalent experience
• 3+ years experience in direct marketing, advertising, media, and/or digital marketing
• Must possess experience and strong understanding of SMS
• Must demonstrate expertise in knowledge and understanding of TCPA laws and regulations
• Must possess experience and strong understanding of data privacy and security policies
• Previous integrated marketing account experience and CRM experience a plus
• Possess excellent planning, organizational, and problem solving skills
• Is an excellent team player with outstanding communication, written and presentation skills
• Ability to multi-task and handle a variety of cross-functional projects
• Ability to build relationships and communication flow with clients and internal teams
• Strong strategic skills and ability to develop storytelling decks that marries metrics and data insights with key…