Account Manager

Company Overview

PHOS Creative is an award-winning strategic agency that focuses on four core competencies: strategic consulting, branding, web design and development, and digital marketing. A strategy-first digital marketing agency headquartered in Florida, PHOS employs 25 team members and serves clients in 20 states.

The growth, work, and culture of the agency have been highlighted in the Inc. 5000, Gator100, the American Advertising Federation, and Florida Trend’s Best Companies To Work For. We’ve worked with B2B and B2C organizations in various industries including government, non-profit, education, manufacturing, engineering, service, and retail.

Our Mission | Our Daily Passion

To cultivate true flourishing in people and organizations while reflecting the love of Jesus to the world.

Our Vision | Our Hoped-For Future

Our ten-year target is to launch one hundred care centers across the world that don’t exist right now by 2030.

Position Overview

PHOS is seeking an Account Manager to act as a key liaison between our clients and internal teams. This person will be responsible for ensuring smooth communication, fostering trust, and delivering exceptional marketing solutions that exceed expectations.

This role involves strategic planning and overseeing the execution of marketing deliverables while building and nurturing strong client relationships.

The primary responsibility of this role is to equip our team to execute the best strategies outlined by a client’s scope of work while achieving harmony between PHOS and the client. This balance drives results, prevents scope creep, and turns clients into raving fans. With a focus on strategic execution, you’ll leverage strong interpersonal skills, project management coordination, and collaboration to champion client outcomes.

Key Performance Indicators

The key performance indicators (KPIs) of the Account Manager revolve around five core metrics areas:

Client Satisfaction & Retention: Our goal is to deliver as much value as we can to every client we serve while maintaining a healthy margin for the sake of our mission. As an Account Manager, you will be an advocate for your clients, ensuring that they are satisfied with PHOS.
Profitability & Efficiency: While you protect client retention, you are also equally committed to serving clients profitably and efficiently, as outlined by their scopes-of-work. You are responsible for planning and executing within your allocated time and resources.
Client Growth: Client growth is two-fold. You are responsible for helping the team reach client goals through excellent work. You are also responsible for helping client relationships grow with expanded engagements or upsell opportunities.
Innovation & Creativity: Because you are an integral piece of the client-agency relationship, you should possess an innovative spirit. This should be reflected in how you approach complex issues and dream up new solutions for clients.
Digital Marketing Knowledge: Because you will serve as an extension of the marketing team, you should be able to understand marketing concepts and how to educate clients on the strategies we are recommending.

Travel: Required as Necessary (Quarterly Planning Sessions, Quarterly Vision Meetings, Annual Planning Sessions)

The Account Manager’s time will be spent as follows:

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Account Management: The majority of the Account Manager’s time will be spent overseeing the client’s account with PHOS. This includes client communication (phone calls, emails, and meetings), project management of deliverables within the different departments, and holding team members accountable to promised deadlines.

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Strategy Leadership: The AM will spend around 25% of their time formulating/approving the strategy for their clients with the support of the subject matter experts on the team. This should happen on a monthly, quarterly, and annual basis.

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Sales Support: For the remainder of the AM’s time, they will serve as support to the sales team, helping to oversee any current client upsell opportunities and be a resource for prospective client sales. They will serve as the bridge between sales and production when onboarding a new marketing client. This accounts for any time they are needed in sales meetings or networking events.

Roles & Responsibilities

Be accountable for formulating and advocating for the larger marketing strategy for each client, ensuring all deliverables align with their goals. This will be done collaboratively with Team Leads and/or the subject matter experts on the accounts.
Display strong interpersonal skills by being approachable, outwardly social, and skilled at active listening to maintain and strengthen client relationships.
Serve as the client’s primary point of contact, providing clear, timely, and warm communication while addressing concerns and resolving issues proactively.
Proactively identify client needs, ask insightful questions to clarify objectives, and offer solutions that exceed expectations, ensuring high satisfaction.
Work closely with subject matter experts (SMEs), knowing when to involve them to bring specialized knowledge into client conversations and demonstrate the agency’s depth.
Hold internal teams accountable to deadlines, expectations, and scope-of-work deliverables. Build and assign detailed plans to ensure tasks are completed on time and accurately.
Identify opportunities to improve workflows, streamline communication, and implement tools or technologies that enhance team efficiency and client outcomes.
Serve as a trusted consultant for clients, advocating for strategies and solutions recommended by the team while maintaining a deep understanding of client goals.
Cast vision for new opportunities, tools, or systems that will enhance client relationships and utilize resources wisely.
Support the sales team during client onboarding, ensuring a seamless transition, and identifying upselling or cross-selling opportunities to expand client partnerships.
Stay updated on the latest digital marketing trends, tools, and best practices to provide informed recommendations and strategic insights.
Maximize profitability by identifying cost-saving opportunities, optimizing resource allocation, and balancing client satisfaction with operational efficiency.
Protect a culture of collaboration by working effectively with diverse team members, fostering teamwork, and uniting efforts toward common goals.
Oversee and implement 90-day excellence plans to strengthen client relationships, address challenges proactively, and drive continuous improvement.
Represent the agency at industry events, conferences, and networking opportunities to build relationships and promote the agency’s services.

Key Intangible Characteristics of the Ideal Candidate

Vision for “Why”

This team member understands PHOS’ purpose and believes in our mission. It guides this person’s decision-making and unites their team’s efforts toward a common objective.

Warm Competence

A leadership paradox lives inside this individual. They are both highly competent (gifted, skilled, talented, smart) and also incredibly warm (loving, caring, kind, generous). The combination makes them wildly attractive to everyone they work with.

Strategic Thinker

This individual is able to generate new ideas that are backed by strong reasoning and understanding of the client and/or problem at hand. This person’s word carries weight and they are aware of it.

Client Advocate

As an account manager, you are the connection between the client and the agency. In that role, you must be able to understand your client’s needs, goals, and concerns effectively and translate them into actionable insights for the team.

Collaborative Spirit

You will be required to work with nearly every single team at PHOS. That means you must possess a collaborative spirit, knowing that “we” is better than “me.”

Ownership Mentality

This role requires you to take ownership of all parts of a client’s engagement with PHOS. Though you are not responsible for the execution, you are held accountable for all the work that needs to be completed based on agreed-upon timelines and expectations. You will not make excuses, instead taking ownership and seeking accountability for the clients you have been entrusted with.

Obsessive Positivity

Every day, we need people to walk in and bring energy, joy, and excitement that mutually motivates our whole team to see our mission fulfilled in the work we do with clients. An Account Manager is a pacesetter on the team for a genuine, positive outlook and demeanor.

Buffalo Mindset

Tension can arise between the client and the team. You’ll need to be prepared to head towards the “storm” and seek resolution quickly and skillfully. You do not shy away from crucial conversations, instead seeing them as opportunities to build into trust.

PHOS employee Josh presenting at a meeting.

Diversity & Inclusion at PHOS Creative

Our dedication to diversity and inclusion is grounded in our mission to be a place that team members never want to leave and to exemplify the love of Jesus Christ. Discrimination is not loving and is, therefore, anti-missional for PHOS. We in no way discriminate on the basis of race, religion, sexual orientation, or gender identity for purposes of employment opportunities, continued employment, employee benefits, job security, or promotion. Doing so would violate our reason for existing. We want you here.