Job Description
Job Description
Company Overview
Olympia Marketing is the fastest growing "digital-first" marketing & advertising agency in Florida. We help small businesses and industry-focused brands scale with clarity, performance, and simplicity. From custom high-end boutique marketing to productized services that drive results, we partner with clients to make their growth goals stupid simple.
We primarily work with beauty schools, vocational schools, and home service-based companies helping them drive results.
Role Summary
The Lead Account Manager is the backbone of client success. This individual is responsible for the account management team, ensuring that deliverables are met, clients are retained and upsold, and communication remains clear, proactive, and strategic. They bring deep expertise in digital marketing and advertising, possess emotional intelligence to manage both client and team dynamics, and thrive in high-performance environments with calm confidence.
Ideal Outcome
- Olympia clients feel heard, understood, and supported.
- Client retention and upsells steadily increase. – this implies that you create the processes and KPIs in order to actually measure this.
- Campaigns and services are delivered on time, on budget, and aligned with KPIs.
- Internal communication between fulfillment, sales, and leadership is smooth and proactive.
- The Account Management team becomes a revenue-generating center, not just a cost center.
Reporting Structure
- Reports To: Director of Operations (initially), or CEO depending on team structure.
- Supervises: Execution team (designers, developers, etc.), Other Account Managers, Junior Account Managers, and potentially client-facing project coordinators.
Job Description
The Lead Account Manager manages a portfolio of client relationships and oversees a team of account managers and coordinators to ensure marketing campaigns and services are successfully delivered. This role is both strategic and tactical — combining relationship management, operational oversight, and strategic planning.
Key Duties & Responsibilities
1. Client Success & Relationship Management
Serve as the primary escalation point for key clients and maintain regular communication with top-tier accounts. Ability to quickly translate business objectives (during client discussions) into marketing actions (IE you know what the client is trying to achieve, knowing all you know about our services, and new ones we can integrate/implement - how will we help the client achieve their goals)? Guide strategy discussions and periodic reviews (e.g., QBRs) with or for these client accounts.
2. Leadership & Team Oversight
Manage, train, and mentor account managers and the rest of the team on processes and other helpful information that will get them to better understand our clients, the AM process, so we can all work together towards our clients' goals. Create internal SOPs for account communication, reporting, and conflict resolution. Enforce service quality across all accounts.
3. Campaign Oversight & Fulfillment Coordination
Coordinate with the Ads, Web, SEO, and Creative teams to ensure deliverables meet timelines and goals. Review performance reports and act on insights. Ensure reporting and client dashboards (GoHighLevel or other) are current and clear.
4. Upselling & Retention
Identify upsell opportunities from existing clients (i.e., monthly packages, accelerator upgrades). Monitor churn signals and implement retention plays.
5. Process & System Optimization
Collaborate with leadership to optimize CRM workflows, onboarding procedures, and client satisfaction processes. Support productization efforts by feeding client feedback into packaging decisions.
KPIs (Key Performance Indicators)
- Client Retention Rate (Goal: 90%+ yearly).
- Implement an interaction score for all communications retain and remain at a score of 4/5 or higher for all communications.
- Come up with and document a process for calculating Client LTV.
- Average Client LTV Growth.
- Upsell Revenue (Monthly/Quarterly).
- Net Promoter Score (Client Satisfaction).
- On-Time Project Completion Rate.
- Internal Team Performance (SLA compliance, issue resolution speed).
Outcome
Within 3–6 months, the Lead Account Manager will stabilize and elevate the account management function into a scalable, client-centered, revenue-aligned department. They will be integral in transitioning Olympia from reactive client management to proactive growth enablement.
Qualifications
Education & Background
- Bachelor’s degree in Marketing, Business, Communications, or equivalent experience. (not required but preferred)
- 2+ Years Experience at another marketing/advertising agency in an account manager role strongly preferred
Certifications
- Google Ads Certified (preferred).
- Meta Blueprint Certification (preferred).
- Project Management (PMP or similar, a plus).
Skills & Software Capabilities
- Existing Account Management for a Marketing Firm Strongly Preferred
- Extremely adept at the office & google workspaces suite
- Wordpress (2+ years of experience required)
- Canva (familiarity and ability to quickly implement some basic designs required)
- Mastery of CRM tools (GoHighLevel experience is a big plus) - some basic understanding of CRM tools required.
- Project Management Experience - use of software like Clickup, Basecamp, or other PM tools with 2+ years experience required, ideal candidate will have already helped a previous firm convert their physical processes into these tools with evaluation/KPIs.
- Deep understanding of digital marketing, funnels, AdWords, and Meta advertising.
- Strong leadership and mentorship capability.
- Excellent communication and conflict resolution skills.
- Highly organized with experience managing multiple accounts simultaneously.
- EXTREMELY detail oriented required.
Behavior & Values
- Calm under pressure.
- Deeply cares about our company success and client success. Everything we do is to improve our clients’ business and help them maintain local employees and be contributors to the economy.
- Obsessive about client results and retention.
- “Extreme Ownership” mindset.
- Lifelong learner.
- Team-oriented, not ego-driven.
- Strong belief in the mission of empowering small business.
Company DescriptionOlympia Marketing is a full-service creative agency with a “digital-first” mindset. We work best with new and experienced well-funded businesses who are looking to grow quickly and powerfully using our suite of services and recommendations that have been battle tested. We work with clients in almost every industry developing top-of-the-line brands, websites, digital & physical marketing campaigns that drive real results. In many cases, we partner with our clients, ensuring that our success is completely linked with unique payment and retainer structures allowing us both to grow exponentially.
Company Description
Olympia Marketing is a full-service creative agency with a “digital-first” mindset. We work best with new and experienced well-funded businesses who are looking to grow quickly and powerfully using our suite of services and recommendations that have been battle tested. We work with clients in almost every industry developing top-of-the-line brands, websites, digital & physical marketing campaigns that drive real results. In many cases, we partner with our clients, ensuring that our success is completely linked with unique payment and retainer structures allowing us both to grow exponentially.