Job Description

Account Manager

NRTC is a dynamic and growing cooperative with more than 800 employees operating out of eight office locations. We are member-driven and technology-focused, providing solutions that help our 1,500 electric and telephone members bring all the advantages of today's evolving technology to rural America. Our solutions are developed specifically to meet the needs of rural utilities and their customers and include integrated broadband, managed services, smart grid, mobile, and video solutions. Pivot, an NRTC company, is a marketing and customer experience agency with a focus on collaborating with people who are doing meaningful work in the communities they serve. Pivot comes alongside these organizations to help them grow and thrive by assisting them in defining and living out their brands, telling their unique stories, and strengthening relationships with their customers. Pivot has four practice areas, including broadband marketing, broadband CX, broadband vendors, and nonprofits.

Job Summary

The Account Manager (AM) is responsible for providing excellent account management and marketing support to multiple client accounts. The AM is the "Owner" of Pivot's relationship, and they serve as the primary point of contact with their clients. The AM seeks to understand each client's situation and takes on a client's challenges and opportunities as their own. They develop and implement marketing strategies to meet each client's marketing objectives. This position offers the opportunity to be deeply involved in diverse projects spanning branding, marketing, digital, video production, web development, CX services, training, and research while contributing to a culture that values creativity, collaboration, and meaningful impact. The Account Manager position is for someone who with agency experience and/or those who have held a leadership role within a marketing department.

Responsibilities

• Serve as the strategic leader, primary relationship owner, and point of contact for assigned clients, building trust and long-term partnerships
• Understand client goals, challenges, and market context, taking ownership of their objectives as if they were your own
• Proactively identify opportunities to expand Pivot's impact, recommending additional services that align with client needs
• Develop client briefs based on knowledge of client objectives, market characteristics, and other situational factors
• Collaborate with Project Managers (PM) and the creative team in creating and implementing a strategy that addresses challenges and opportunities outlined in strategy briefs
• Work with PMs to get client projects produced on time and of high quality, with final responsibility for client approval and satisfaction
• Provide thoughtful recommendations to improve marketing, CX and sales outcomes, including pricing, messaging, channels, and creative direction
• Collaborate with Business Development to create and track new proposals and upsell opportunities within Pivot's CRM tool
• Takes a leadership role in providing a positive experience for Pivot clients
• Provides advice to improve clients' growth efforts. May include recommendations on pricing, tactics, channels, messaging, design, and/or other marketing topics
• Educate clients on best practices, processes, and realistic expectations to ensure a positive working relationship
• Monitor scope and enforce boundaries to ensure profitability and delivery quality
• Stay informed on industry, client, and regional trends to bring timely, relevant insights to client conversations
• Track innovation demands and emerging client needs, advocating for opportunities that drive measurable results
• Track, maintain, and analyze key performance metrics with each client so we can understand and measure Pivot's impact
• Other duties as assigned

Qualifications

Excellent communication and presentation skills for successful interaction with all levels of management, employees, clients, and the public

• Strong interpersonal and communication skills with the ability to build rapport across teams and clients
• Confident presenter with excellent written and verbal communication abilities
• Strategic thinker who can translate business objectives into actionable marketing plans
• Demonstrated success in managing client relationships, ideally within an agency environment
• Solid understanding of marketing and communication principles across traditional and digital channels
• Ability to maintain confidentiality
• Highly organized and detail-oriented, with a proven ability to juggle multiple client priorities
• Experience with Forecast or similar project/workflow management software is a plus
• Proficiency in Microsoft Office and Google Suite (Docs, Sheets, etc.)
• Experience working with rural markets or nonprofit clients is a plus

Minimum Education and Experience

• B.S. Marketing, Advertising, Communication, or equivalent experience
• 5 or more years of experience required in marketing, advertising, communications, PR, or related fields
• Account management experience within a marketing agency is a plus

Physical Demands

• Work is typically performed in a remote office setting
• Travel may be required (up to 25%)

Disclaimer: The above job description summary is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of required responsibilities, duties, and skills. The order in which responsibilities, duties, and skills are listed is not significant.

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