Account Manager

WHO ARE WE?

Kaliber is a performance marketing agency & consultancy composed of passionate digital marketers that offer thought leadership, world-class strategy, and execution for our fast-growth clients. We take major pride in learning & development for our team, sharing over $500M in experience in digital advertising. Kaliber has a diverse portfolio of clients, a team of over 30 performance experts across 6 countries, and a welcoming company culture.

ABOUT THE ROLE:

The successful candidate will build and lead strong relationships with a range of clients, from startups to established businesses You will be directly responsible for client management, retention, and revenue growth, guiding clients through their entire journey at Kaliber—from initial sales pitches to onboarding, management, and eventual exit. You are expected to adeptly manage client expectations while maintaining client happiness and business sustainability as equal priorities. You will be the bridge between clients and our internal performance team, communicating and coordinating requests and reporting.

RESPONSIBILITIES

Sales and Business Development (10%)

• Pitch Kaliber's services to potential clients, working closely with the sales and client delivery team to produce relevant business solutions for the lead 
• Be the primary point of contact from initial engagement through to the client's onboarding, ensuring a seamless transition 

Client Management (50%)

• Build and maintain strong relationships with clients, keeping a positive working dynamic, and resolving conflicts whilst aligning expectations 
• Guide the client to understand their personalized marketing strategy and provide timely communication on the performance progress and results
• Present growth roadmaps and media plans to key clients in collaboration with the team
• Drive revenue growth by identifying opportunities to sell additional services based on the needs of clients
• Secure account stability and profitability by ensuring client happiness in a business-sustainable manner
• Prepare and lead effective and insightful client meetings (weekly, fortnightly, and/or monthly)
• Conduct Quarterly Business Reviews and business alignment meetings to gain a deep understanding of the client’s business and objectives
• Project manage new client onboarding

Delivery Management (30%) 

• Keep the team accountable for planning and delivering multiple marketing campaigns 
• Managing project flows to ensure deliveries are aligned with brief and schedule
• Ensuring the team’s adherence to the correct processes and following best practice
• A focus on campaign results to measure the success and outcomes of campaign activities
• Monitor budget and performance pacing and flag risks with the team
• Ensuring the team is delivering within the scope of work and managing scope-creep

Team Operations (10%)

• Responsible for the team’s project space on ClickUp, ensuring best practices and proper protocols are being followed by the immediate team.
• Championing adaptation of internal procedural changes and ensuring quality standards are met by the immediate team
• Work closely with the Finance Team to ensure retainers and out-of-scope charges are billed correctly to the client
• Ensuring that the client’s details are always up to date

Responsibilities:

• Work closely with the performance marketing team to maintain project status updates so as to identify potential issues and/or opportunities within or related to the project.
• Ensure that client issues/ queries are dealt with in an efficient and effective manner, informing the Account Director and/or Department Head of any problems that might arise
• Two-way communication between the client and internal teams so as to ensure strong team representation and proper setting of client expectations.
• Remain constantly updated with company capabilities and service and upgrade knowledge on digital marketing solutions so as to effectively communicate all offerings to the client.

IDEAL CANDIDATE

Qualification and Experience

• 3+ years of experience in client servicing, with Digital Marketing Agency experience preferred
• Possess a strong understanding of the Digital Media and common performance channels
• Possess excellent oral and written communication skills for sales presentation/quotation and proposal preparation
• Natural relationship builder and able to manage difficult conversations and expectations
• Possess project management skills
• Must be computer literate and proficient in MS Office and Google Cloud solutions
• Experience in using Project Management software (preferrably ClickUp)
• Business acumen and entrepreneurial skills will be a significant advantage
• Organised and strong attention to detail

Personality Traits

• Demonstrates Kaliber’s core values — transparent, communicative, people-centric, accountable, and possesses expertise in ones craft
• Engages proactively within a team environment
• Ability to use initiative and work without a high level of supervision
• Ambition to understand the business and what drives performance
• Excellent attention to detail
• Ability to work in a fast-paced environment
• Quality-driven, consistently aims to uphold high standards
• Maintains strict discretion and confidentiality
• Ability to navigate matrixed relationships, manage numerous partners, and coordinate resources to deliver desired outcomes

• Hybrid-Remote team
• Flexible working hours
• Fast-growing startup company
• Friendly work environment
• Paid time off, including sick leaves and emergency leaves
• Provision for company-owned laptop
• Opportunities to develop into senior management roles
• and more!
  

NOTE: We are looking for candidates who are open to a hybrid, but flexible working set-up!