Client Care Manager

  • You’re familiar with an agency environment and have a thorough understanding of workflow using waterfall methodology
  • You’re excited to be the face of an emerging agency as a client liaison and can adapt quickly and positively to course changes
  • You display a genuine and active enthusiasm for building and maintaining healthy client relationships to inspire repeat business
  • You love problem-solving, innovation, and are excited to work on the next big idea
  • You understand how to actively work with clients to solve big challenges, meet goals and produce successful outcomes
  • You proactively seek opportunities to anticipate client needs and provide a positive experience
  • You’re willing to push yourself, and your boundaries, and you can excel in a fast-paced environment
  • You are a person who is detail-oriented, organized, and you love the idea of working as part of a team
  • You are confident in your ability to handle conflict resolution and difficult conversations in a healthy positive manner

Must-Haves

  • 2+ years of agency experience in a client-facing role
  • Willing to work on-site, in our studio in downtown Towson, MD
  • Self-motivated and independent, but enjoys being part of a collaborative environment
  • Ability to nimbly and positively react to tight deadlines and changing priorities
  • Proven ability to build and maintain healthy client relationships
  • Excellent written and verbal communication skills
  • Comprehensive understanding of the most current marketing principles and best practices and proactively seek out and master new techniques, tools and concepts
  • Ability to confront challenges, detours, and deadlines in a productive, calm, polite, and professional manner
  • Ability to manage workflow, timelines, budgeting, and scopes of work
  • Experience using office and presentation software, such as Microsoft Office and Keynote, Adobe Creative Suite, TeamGantt, Google, etc. and willingness to adapt to new tools as they become relevant
  • Ability to conduct customer service workshops and presentations
  • Eagerness to work collaboratively with the New Business Development and Project Management teams to seamlessly transition leads into active clients
  • Capacity to monitor and measure client satisfaction and report to the CXO

Nice-to-Haves

  • Experience in agency roles outside of client care, such as designer, developer, etc.
  • Experience leveraging a CRM, such as ZenDesk Sell
  • Comfortable with public speaking as a representative of Duckpin

Benefits

  • Health Insurance
  • Dental Insurance
  • Paid Time Off (PTO)
  • Volunteer Time Off (VTO)
  • Monthly Team Building Activities
  • Casual environment with hard-working and collaborative creatives
  • Plenty of free parking
  • Walking distance to Towson library, shopping, restaurants, parks and more!

Sound like you? Introduce yourself...