Account Manager

The Account Manager is the operational (non-sales) link between our higher education client partners and the project management and divisional teams. The Account Manager is responsible for curating and providing an elite client experience, while acting as both an advocate for the client and a representative for Carnegie. The Account Manager will have significant experience working in teams and show a strong affinity toward organizing project information, prioritizing client goals, identifying client needs ahead of the client, and facilitating clear and consistent communication internally. Account Managers must be able to understand the scope of work and deliverables while meeting the satisfaction of stakeholders on time and successfully.

Responsibilities:

• Account Management
  • Operate as the primary contact for all matters specific to assigned client partners, building and maintaining strong, long-lasting relationships with key client executives and stakeholders
  • Become an expert on each client’s institution by having a full understanding of their goals and objectives, audiences, competitors, and position in the marketplace
  • Efficiently set, facilitate and manage expectations for projects with client team members 
  • Participate in and facilitate routine strategy calls as needed, documenting action items and discussion points for internal reference
  • Detect relationship risks and develop solutions for both internal and external teams with the goal of maintaining account satisfaction, in partnership with client success team members
  • Work collaboratively with project management to represent the client internally by ensuring the full Carnegie team is working toward the client’s goals by delivering the right strategic work that meets the client’s goals, on time
  • Maintain open communication and dialogue with Carnegie divisional teams and cross-functional project teams to ensure alignment and project success while documenting progress, outcomes, and nuances of the client relationship 
  • Own contract renewal process and oversee internal team execution of renewal
  • Facilitate strategy adjustments, including prioritization of slush fund allocation and awareness of scope creep risk
• Communication
  • Serve as the conduit between the client and project management team members to prioritize client goals, ensure brand consistency, and exceed the client’s needs while also serving as the quality assurance for all products and services delivered to the client
  • Build rapport quickly with colleagues and internal stakeholders at all levels of the organization to establish trust, respect, and confidence, build excellent working relationships, ensure objectives are understood, and uphold expectations throughout the project
  • Flag potential revenue delays and budget shifts to divisional leaders, in collaboration with project management team members 
  • Clearly communicate the progress of deliverables to internal and external stakeholders, navigating delays in progress with intentionality and concise action steps

Qualifications:

• Excellent verbal and written communication skills
• High attention to detail, including ability to review and provide quality assurance feedback on client deliverables
• Highly competent in using Google Suite, with advanced knowledge of Google Sheets and Google Slides
• Effective communication and time management skills for a remote work environment, as well as the flexibility to use/learn multiple technology platforms
• Record of successfully managing complex projects from inception to closure 
• Excellent organizational skills, including attention to detail, multitasking, prioritization, and decision-making
• Excellent facilitation skills to conduct meetings and workshops that encourage attendees to participate and collaborate effectively and efficiently
• Strategic thinking and planning abilities that create clear pathways toward client goals while at the same time facilitating efficient resource management
• Knowledge of account and project management tools, techniques, and processes, including Asana and Google Drive
• Friendly and easygoing, comfortable in a virtual working environment with a willingness to help others
• Ability to handle a variety of clients/projects simultaneously
• Dexterity and the wherewithal to effectively deal with ambiguity, change, and continuous process improvements
• Exceptional relationship-building skills, cultural competency, and the ability to communicate effectively with diverse groups of people and roles 
• High levels of integrity, emotional intelligence, autonomy, and  self-motivation
• Experience or interest in using AI tools, with a willingness to learn how AI can impact and appropriately enhance the Client Management space
• Must be able to work at a computer for prolonged periods

Experience

• Bachelor’s degree
• 2-5 years of Higher Education experience or marketing/business experience
• Previous experience in Account Management, Project Management, or Client Relations experience is strongly preferred
• Previous experience working with VP and/or C-Suite Executives Strongly Preferred

You Should Join Us!

We’re a fast-growing and innovative company, set apart by our incredible people. We’re a supportive, fun-loving group with diverse interests and talents. In addition to getting to work with fantastic people and do work you love, here are some items you can list in your “pros” column:

• Private health/dental/vision
• 401(k) with company match
• Generous holiday and PTO package
• Flexible work environment (remote, in-office, and hybrid roles)
• Half-day summer Fridays
• Fun company events and laid-back culture
• Opportunities for advancement
• Industry exposure and professional development
• Growing company with a family feel
• Entrepreneurial approach and spirit

About Carnegie

For more than 30 years, Carnegie has been a leader and innovator in higher education marketing and enrollment strategy, offering groundbreaking services in the areas of Research, Strategy, Digital Marketing, Lead Generation, Slate Optimization, Student Search, Website Development, and Creative that generate authentic connections.

Learn more about who we are, what we do, and what we care about.

 

No phone calls or unscheduled visits to the office, please. Carnegie is an equal-opportunity employer.